Head of Customer Experience

United Welsh; Caerphilly; On-site; GBP 90,000 - 120,000; Full time

Job summary

United Welsh in Wales is seeking a dynamic Senior Leader to define and lead the customer experience strategy across the Group, embedding ownership, continuous improvement and excellence in all service areas.

As a Senior Leadership Team member, you will shape customer journeys, ensure accessibility including Welsh language compliance, and influence policy, performance metrics and partnerships while delivering measurable service improvements.

Qualifications

• Proven track record delivering service improvements with measurable outcomes.
• Experience leading customer experience strategy across large organisations.
• Ability to translate customer insights into policy and practice.
• Strong communication, negotiating and influencing skills.
• Experience of Welsh language standards is desirable.

Responsibilities

• Define and lead the customer experience strategy across the Group.
• Represent customers at all levels and embed their voice in policy development.
• Reframe and revise customer service standards across the Group.
• Lead performance metrics reporting for customer experience.
• Ensure accessibility and Welsh language compliance across journeys.

Skills

Customer strategy

Change leadership

Stakeholder engagement

Cross-functional collaboration

Policy influence

Job description

Customer experience strategy and standards

• Define and lead the customer experience strategy to improve customer satisfaction, embedding a culture of ownership, continuous improvement and excellence across the organisation.
• Represent customers at all levels, ensuring their perspectives are considered in policy and operational development.
• Working with our customers and SLT colleagues - reframe and revise customer service standards across the Group.
• Influence our corporate strategy and objectives using customer voice and experience.
• Ensure customer experience strategies, service standards, customer processes, procedures and channels comply with the relevant Welsh Language Standards

Customer experience strategy and standards

• Reimagine the Customer Service Team offer, including the Customer Hub
• Collaborate with SLT colleagues, housing management teams and colleagues across the business, to ensure customers experience seamless support throughout their journey, that is consistent, responsive and customer-focused, from initial advice and assistance provided by the Customer Hub through to support from specialist service areas.
• Direct accountability for customer services standards relating to Customer Hub: customer queries, complaints, and compliments.
• Lead and support colleagues: create, track, and report on meaningful performance metrics related to customer experience, identifying trends and potential areas for improvement.
• Ensure customer journeys, digital services, communication channels and Customer Hub arrangements are accessible to all, including complying with relevant Welsh Language Standards.

Leadership, collaboration and influence

• Create and lead our customer experience strategy across the Group
• Work across departments to support coordinated customer journeys and integrated service delivery.
• Collaborate with and influence colleagues, to establish a renewed understanding and enthusiasm for continuous improvement in our service offering to customers.
• Represent the organisation externally, contributing to discussions on sector-wide approaches to customer experience.
• Support the business to meet its regulatory responsibilities for customer influence and involvement.

Equality, Inclusion and Organisational capability

• Promote equality, diversity and inclusion throughout the customer experience, ensuring fair and equitable access to services, including through the medium of Welsh.
• Support professional development within the business, to build future leadership capability.

You will lead a dynamic and diverse team in United Welsh's newly revised structure, driving improvements in customer experience across all areas of our business. As a Senior Leadership Team (SLT) member, you'll influence all service areas, embody our values, and foster strong relationships. You should be skilled at leading change, working collaboratively, promoting constructive feedback, and representing United Welsh in high-profile forums to shape relevant policies where appropriate. As part of this role, you will also contribute to the development and delivery of our corporate strategy., Demonstrable ability to use customer insight, feedback and performance data to understand customer needs and identify sustainable opportunities to enhance the customer experience.

• Extensive experience and a proven track record of delivering measurable service improvements that achieve better outcomes for customers and the organisation.
• Evidenced expertise in leading, implementing and embedding organisational change, new ways of working and service improvements effectively.
• Previous success in senior leadership roles, including setting direction, leading teams and delivering strategic and operational objectives.
• Strong communication, influencing and negotiation skills, with the ability to articulate a clear vision, build commitment and engage diverse audiences, including senior leaders and Board Members.
• Ability to analyse and interpret complex information, apply sound judgement and use evidence to inform decision-making and achieve organisational objectives.
• Proven track record of building and maintaining effective relationships and partnerships that deliver positive outcomes for customers, colleagues and external partners.
• Experience of effectively setting and managing budgets, resources and performance, demonstrating value for money and the efficient use of resources.
• Experience of managing risk and implementing innovative solutions that improve services while supporting organisational objectives.
• In-depth knowledge of promoting Equality, Diversity and Inclusion through leadership, decision-making, service design and service delivery.
• An understanding of the key challenges and opportunities facing housing associations, customers, communities and partner organisations, and the ability to respond strategically to these.
• A commitment to continuous improvement, including the confidence to challenge current practices, pursue excellence and identify opportunities to enhance performance and service delivery.

Desirable

• Knowledge of the regulatory requirements for Registered Social Landlords in Wales, particularly customer engagement and involvement.
• Commercially astute, with an understanding of how to balance customer outcomes, organisational sustainability and value for money.
• Understanding of the Welsh Language Standards and the role they play in delivering accessible, customer-focused services in Wales.