Director of Customer Experience

Midland Heart; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

Midland Heart seeks a Director of Customer Experience to lead the development of a comprehensive customer service strategy. The successful candidate will enhance tenant engagement, manage complaints, and ensure services are responsive and inclusive while guiding a multidisciplinary team through transformation.

Qualifications

• Experience in designing customer service strategies in complex environments.
• Knowledge of Housing Ombudsman’s Complaint Handling Code.
• Proven ability to manage diverse teams through change.

Responsibilities

• Design and lead a bold Customer Service strategy focused on tenant trust and satisfaction.
• Develop a modern tenant engagement framework for meaningful scrutiny.
• Lead delivery of customer-related commitments in the Corporate Plan.

Skills

Customer experience strategy design

Complaints management

Continuous service improvement

Leadership

Emotional intelligence

Job description

Midland Heart is a housing association that delivers homes and services across the Midlands. They own and manage over 35,000 homes and are dedicated to providing high-quality, safe and affordable homes, combined with excellent services to over 70,000 customers.

This is a unique opportunity to join the organisation at a pivotal time, following their recent achievement of a C1 rating from the Regulator of Social Housing. The Director of Customer Experience will play a key role in shaping how the business listens to, engages with, and responds to its tenants. The successful candidate will lead the development and delivery of a customer service strategy that builds trust, strengthens satisfaction, and ensures tenant voices are heard and acted upon.

Reporting to the Executive Director of Tenancy Services and forming part of the Directors’ Group, this role offers the opportunity to drive transformation across tenant engagement, complaints management, and tenant insight, ensuring services are consistently responsive, inclusive, and outcome-focused.

Key responsibilities include:

• Design and lead a bold Customer Service strategy focused on tenant trust, satisfaction, and responsiveness, aligned with Tenant Satisfaction Measures (TSMs).
• Embed a culture of learning and improvement through effective complaints handling and full compliance with the Housing Ombudsman’s Complaint Handling Code.
• Develop and implement a modern, inclusive tenant engagement framework that supports meaningful scrutiny, co-design, and influence.
• Harness tenant insight and performance data to identify service improvement opportunities and support decision-making across the organisation.
• Lead delivery of key customer-related commitments in the Corporate Plan, ensuring impact, value for money, and operational excellence.
• Provide inspirational, values-led leadership to a multidisciplinary team, embedding a culture of empowerment, curiosity, and innovation.

Midland Heart is looking to appoint a senior leader who has the following attributes:

• A track record of successfully designing and delivering customer experience strategies in complex, customer-focused environments.
• Expertise in complaints management, customer insight, and continuous service improvement within regulated sectors.
• Strong knowledge of the Housing Ombudsman’s Complaint Handling Code and broader regulatory requirements.
• A collaborative leadership style and experience managing diverse teams through change and transformation.
• Proven ability to embed tenant voice in service design and delivery, backed by strong performance and accountability frameworks.
• Commercial and financial acumen, with experience overseeing budgets and managing supplier relationships.
• High levels of emotional intelligence, communication skills, and professional credibility with stakeholders at all levels.

For more information, please contact Tom Neely ([e-mail]), or Eliot Jeffries ([e-mail]).