Customer Experience Improvement Manager

Housing Diversity Network; East Kilbride; On-site; GBP 40,000 - 55,000; Full time

Job summary

Bromford cherche un 'Customer Experience Improvement Manager' passionné par l'amélioration continue pour diriger des projets de transformation au sein de l'organisation. Ce rôle clé impliquera la mise en œuvre de méthodes Lean pour améliorer le service tout en garantissant que les changements respectent les exigences réglementaires. Vous aurez un rôle de leader pour engager le personnel et les partenaires, et intégrer la culture de l’apprentissage continu.

Qualifications

• Expérience prouvée dans la mise en œuvre d'améliorations centrées sur les personnes, idéalement dans des environnements publics.
• Connaissance approfondie des méthodes Lean et d'amélioration continue.

Responsibilities

• Conduire des projets de transformation centrés sur l'expérience client.
• Aligner les activités d'amélioration avec la conformité réglementaire et les résultats clients.

Skills

Service Improvement

Stakeholder Engagement

Data Literacy

Lean Methodologies

Agile Working

Education

Degree-level education

Lean Six Sigma Certification

PRINCE2 Certification

Professional Qualification in Housing

Job description

Job Title

Customer Experience Improvement Manager

Organisation

Bromford

Job Description
At Bromford, we’re entering an exciting phase of growth and innovation—and we’re looking for a forward-thinking Customer Experience Improvement Manager to help shape the future of our services. If you’re passionate about people-led change, continuous improvement, and delivering real value for customers, this is your opportunity to make a lasting impact.

What You’ll Be Doing
In this pivotal leadership role, you’ll drive transformation across our services by putting customer experience and frontline insight at the heart of everything we do. You’ll lead collaborative, people-centred redesign projects that improve outcomes, reduce inefficiencies, and align with our strategic goals.
You’ll engage colleagues, customers, and partners through co-design, workshops, and feedback loops—ensuring change is something we do with people, not to them. Using Lean methodologies and improvement tools, you’ll coach teams to assess and redesign processes, build local ownership, and embed sustainable change.
You’ll also play a key role in aligning improvement activity with regulatory compliance and customer outcomes, tracking the impact of change through robust measurement frameworks. From facilitating inclusive workshops to co-creating communication strategies, you’ll help build a culture of continuous learning and shared ownership across the organisation.

What You’ll Bring

• Proven experience leading people-led service improvement in complex environments, ideally in public services or social housing.
• Deep knowledge of Lean and continuous improvement methods (e.g., value stream mapping, root cause analysis).
• Strong facilitation and stakeholder engagement skills, with the ability to influence at all levels.
• A track record of embedding sustainable improvements and cultural change.
• Strategic thinking combined with hands-on delivery and coaching.
• Strong data literacy and the ability to translate insight into action.
• Experience aligning change with compliance and performance requirements.
• Comfortable working in agile, evolving environments.

Qualifications

• Degree-level education or equivalent experience.
• Qualifications in Lean, continuous improvement, or change management (e.g., Lean Six Sigma, APMG).
• Project management certification (e.g., PRINCE2, Agile).
• Relevant professional qualification in housing or public services (e.g., CIH).

Why Bromford?
We’re more than a housing association—we’re a values-driven organisation that puts people first. Our purpose is simple but powerful: Enabling people to thrive. Whether it’s through safe, secure homes or inspiring, collaborative workplaces, we’re here to help people reach their full potential.