Customer Experience Improvement Manager

Housing Diversity Network; Tewkesbury; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading housing association is looking for a forward-thinking Customer Experience Improvement Manager to lead transformational change. The role involves engaging with stakeholders to improve service delivery, using Lean methodologies to embed sustainable improvements, and aligning change initiatives with compliance requirements.

Qualifications

• Proven experience in leading service improvement.
• Strong understanding of Lean and improvement methods.
• Qualifications in project management are beneficial.

Responsibilities

• Drive transformation through customer experience insight.
• Lead people-centered redesign projects.
• Facilitate workshops and co-create communication strategies.

Skills

Service improvement

Stakeholder engagement

Data literacy

Strategic thinking

Education

Degree-level education or equivalent experience

Qualifications in Lean or continuous improvement

Project management certification

Professional qualification in housing or public services

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.