Digital Transformation - Customer Directorate

Frey Consulting Group; Warrington; On-site; GBP 90,000 - 110,000; Part time

Benefits offered by this job

Initial 3 months contract

Start October 2026

North West on-site 3 days

Job summary

Frey Consulting Group invites an Interim Digital Transformation Lead to steer the customer function for a North West social housing group. The role starts in October 2026 on an initial 3-month engagement to set the roadmap and deliver early changes for tenants to see.

You will align business and Tech perspectives, deliver first milestones, and hand over to the internal transformation team, working within an executive environment.

Qualifications

• A customer leader who has run a customer function and been accountable for customer experience
• Experience from a sector more digital advanced than housing and can translate to housing context
• Experience inside a core system, app or portal build and challenge the design
• Designs from the start for the customer who cannot or will not go online
• Has worked to a regulator and knows what that does to the standard
• Works comfortably inside an exec team and says what is going wrong

Responsibilities

• Establish where the organisation sits on digital today, with the evidence behind it
• Build the route map: the areas that will make the biggest difference, in the order they should be tackled, with the case for each one
• Deliver the first stages inside the 3 months, so tenants see something change
• Hold the customer view and the technical view together across the whole of it
• Hand over to the internal team, working with the transformation ownership already in place

Job description

Senior and executive search across customer operations, CX and contact centres.

Digital Transformation - Customer Directorate

Interim Digital Transformation Lead, Customer Social housing, North West | Initially 3 months | Start October

Lead the digital transformation of the customer function for a North West housing group, starting in October on an initial 3 month digital transformation project as an extension of the Customer directorate.

The organisation is in good health and has a way to go on digital. This role sets the roadmap direction and gets the first stages moving.

What you'll do

• Establish where the organisation sits on digital today, with the evidence behind it
• Build the route map: the areas that will make the biggest difference, in the order they should be tackled, with the case for each one
• Deliver the first stages inside the 3 months, so tenants see something change
• Hold the customer view and the technical view together across the whole of it
• Hand over to the internal team, working with the transformation ownership already in place

Our ideal applicant

• A customer leader. You have run a customer function, owned the numbers behind it, and been accountable for what customers experienced
• Comes from a sector further along on digital than housing, and can pitch that experience to where this organisation actually is
• Has been inside a core system, app or portal build, close enough to challenge how it was designed
• Designs from the start for the customer who cannot or will not go online
• Has worked to a regulator and knows what that does to the standard
• Works comfortably inside an exec team and says what is going wrong

What's on offer

• Initially 3 months, with scope to extend
• Start October 2026
• Day rate to agree, around £100,000 salary equivalent
• North West, 3 days onsite