Customer Experience Director

Aster Group UK; England; Remote; GBP 80,000 - 100,000; Full time

Job summary

A leading housing association is seeking a Customer Experience Director to lead customer contact and digital engagement strategies. This remote role requires a proven leader in customer service transformation who can inspire teams and drive operational excellence across all interaction channels. Candidates should have strong skills in managing a customer-first culture and an understanding of housing regulations.

Qualifications

• Proven experience in customer service transformation, especially in contact centre environments.
• Strong record in creating customer-focused cultures.
• Understanding of housing regulation and tenant engagement.

Responsibilities

• Lead Aster’s Customer Hub operating model for customers.
• Drive omni-channel strategy and digital engagement.
• Manage customer journeys related to account setup and payments.
• Ensure regulatory compliance within customer operations.

Skills

Customer service transformation

Data-driven decision-making

Leadership

Stakeholder management

Job description

Who we are

As one of the sector-leading housing associations operating across London and the South of England, Aster Group is committed to tackling the UK’s housing crisis and creating vibrant, sustainable communities. We own and manage over 38,000 homes and continually reinvest profits to deliver more affordable housing, build stronger customer relationships, and ensure our customers receive exceptional service experiences.

With ambitious growth plans and a customer-first culture, Aster Group continues to evolve how we deliver value to our customers, investing in digital platforms, responsive services, and innovative ways of working that put the customer at the heart of everything we do.

About the role

Reporting directly to the Chief Operating and Technology Officer, the Customer Experience Director will lead the delivery of Aster’s customer contact and digital engagement strategies, embedding a seamless, personalised, and high-quality customer journey across every channel of interaction and driving operational excellence from the ground up.

As a member of the Customer Services Leadership Team, you will play a pivotal role in shaping our omni-channel contact model and driving transformation through our new Customer Hub operating model. This role combines strategic leadership with operational delivery, ensuring our customers can engage with us easily, consistently, and effectively whether online, over the phone, or in person. This is a remote position.

Operational Information

• Leadership of the Customer Hub, encompassing the Contact Centre and Customer Accounts teams (approximately 130 colleagues, with further growth planned).
• Member of the Customer Services Executive Leadership Team and key contributor to the Customer and Digital Transformation Strategy.
• Oversight of regulatory and legal compliance for customer experience, engagement, and service delivery.
• Strengthened operational oversight, ensuring close collaboration with operational management to align with our transformation plan.
• Managing a large team with a focus on motivating and inspiring the workforce to achieve high performance and exceptional customer service.

Key responsibilities

• Lead and embed Aster’s Customer Hub operating model, ensuring a consistent, efficient, and accessible experience for customers across all channels.
• Deliver Aster’s digital engagement and omni-channel strategy, driving a shift towards self-service and reducing avoidable contact.
• Ensure high-quality, data-driven decision-making through robust use of customer insight, feedback, and analytics.
• Oversee the Customer Accounts function, managing customer journeys related to account setup, payments, arrears, and financial wellbeing.
• Drive continuous improvement in first contact resolution, customer satisfaction, and digital engagement metrics.
• Champion a customer-first culture, ensuring that customer feedback shapes decision-making across the organisation.
• Maintain strong regulatory and legal compliance within customer operations, aligning with housing legislation and consumer standards.
• Inspire, develop, and lead a high-performing contact centre team, fostering collaboration, accountability, and innovation.
• Proactively identify and mitigate risks, ensuring operational resilience and service excellence.
• Collaborate across the business, including IT, operations, and property services, to deliver seamless, end-to-end customer journeys.

Who we are looking for

We are interested in hearing from leaders with proven experience in customer service transformation, particularly within contact centre and digital service environments. You will bring a strong track record of creating customer-focused cultures, using data and insight to drive decision-making, and delivering tangible improvements in customer satisfaction.

You will be an innovative and inspiring leader who thrives in complex, fast-paced environments, comfortable balancing operational delivery with strategic vision. With excellent stakeholder management skills and an understanding of housing regulation and tenant engagement, you will be committed to delivering services that make a real difference to our customers and communities.

Application information

For more information and an informal discussion, contact Eliot Jeffries, Delivery Consultant at Neemar Search, on [e-mail]