Customer Experience Manager

Goodman Masson; Barking; Hybrid; GBP 62,000 - 72,000; Full time

Job summary

A leading housing provider in Barking seeks a Customer Experience & Insights Manager to enhance resident services. This role involves leading the Complaints Team, shaping feedback processes, and devising effective communications. The ideal candidate will possess a passion for customer experience, strong leadership skills, and the ability to make a significant impact on resident life. This hybrid position offers a competitive salary, making it an exciting opportunity for professionals committed to service excellence.

Qualifications

• Passion for customer experience and continuous improvement.
• Experience in shaping feedback and insights processes.
• Ability to lead teams and influence organizational culture.

Responsibilities

• Lead the Complaints Team and oversee feedback processes.
• Develop resident-facing communications in partnership with external agencies.
• Design and deliver the Customer Experience Strategy.

Skills

Customer experience improvement

Effective communication

Leadership

Job description

Customer Experience & Insights Manager

B&D Reside

• £62,000–£72,000
• Hybrid (Barking / Home)

Recruitment by Goodman Masson

Goodman Masson is delighted to be partnering with Barking & Dagenham Reside, an ambitious and forward-thinking housing provider, as they continue to strengthen their commitment to delivering outstanding homes and truly resident-centric services. We’re now seeking a proactive and influential Customer Experience & Insights Manager—a newly shaped role offering the chance to build frameworks, processes, and impact from the ground up.

About the Role

This is a fantastic opportunity for someone passionate about customer experience, continuous improvement, and clear, engaging resident communications. Sitting at the heart of B&D Reside’s transformation journey, you will lead the Complaints Team, shape the organisation’s approach to feedback and insights, and develop compelling resident-facing communications in partnership with an external agency—with the long-term ambition of bringing communications fully in-house.

You will also play a key role in the design and delivery of B&D Reside’s Customer Experience Strategy, ensuring that resident voice and insight informs every part of service design and delivery.

If you thrive in an environment where you can set direction, influence culture, and make a tangible impact on residents’ lives, this newly creat...