Customer Experience Director

AD WARRIOR; West Midlands; Remote; GBP 95,000; Full time

Job summary

A forward-thinking housing organization is seeking a Customer Experience Director to lead housing management teams. This role requires a proven delivery record and a passion for customer service. The successful candidate will ensure services are responsive and personal while leading significant change in the organization. Ideal for a talented leader eager to make a difference in local communities.

Qualifications

• Proven track record of delivery in customer experience.
• Experience in leading housing management teams.

Responsibilities

• Lead customer-facing housing management teams.
• Ensure delivery of local housing management services.
• Actively listen to customer needs and empower teams.

Skills

Decisiveness

Collaboration

Resilience

Customer service passion

Job description

Customer Experience Director

Location: Remote

Salary: £94,671.46 per annum

Closing Date : 19 December 2025

They are on the hunt for a Customer Experience Director to lead their customer-facing housing management teams. If a candidate has a proven track record of delivery and is decisive, tenacious, collaborative, resilient and relentlessly passionate about great customer service – it could be them.

They are seeking an open-minded, credible, talented leader to join their Housing Senior Leadership Team with responsibility for the delivery of local housing management services including anti-social behaviour, tenancy and neighbourhood‑related services.

They recognise that everyone is on a journey these days, but they truly are on one—evolving their operating model so that despite their size and geography, they remain connected to their customers and communities, ensuring service delivery is responsive, easy, local and personal.

The successful candidate will be a subject matter expert in housing management and will be responsible for making sure they are winning for their customers by actively listening and ensuring teams are equipped and empowered to deliver excellent services that meet current and emerging customer needs.

Through strong change and performance management, process review, systems and policy develo...