Senior Customer Experience Lead: Insight & Engagement

Habinteg; Bradford; Hybrid; GBP 58,000 - 60,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Habinteg, based in the UK with hybrid working, seeks a Customer Experience Manager to provide strategic and operational leadership for Customer Services, Customer Experience, Customer Insight, Complaints and Tenant Engagement. You will champion a customer-focused culture and shape service delivery and improvement.

You will develop and deliver customer experience strategies, improve satisfaction and trust, and provide assurance to the Executive Team and Board on outcomes, performance and

Qualifications

• Senior management or leadership experience with strategy development.
• Experience leading customer services, insights, and complaints.
• Knowledge of housing regulation and customer accountability.
• Ability to use data to drive improvements.

Responsibilities

• Contribute as a Leadership Team member to corporate strategy and change programmes.
• Lead Habinteg's strategies for customer services, customer experience, customer insight, complaints and tenant engagement.
• Champion customer-centred decision-making and accessibility across the organisation.
• Use satisfaction data, complaints and performance information to shape priorities.
• Lead customer journey improvement and a robust customer insight framework.
• Oversee accessible customer contact services and complaint handling in line with standards.
• Provide assurance reports to the Executive Team and Board on satisfaction and compliance.
• Lead and develop customer-facing teams, addressing competence and conduct.
• Manage budgets, resources and service-provider assurance to achieve objectives.
• Build relationships with tenants, regulators and external partners.

Skills

Leadership

Customer experience strategy

Stakeholder management

Data analysis

Regulatory knowledge

Education

Degree-level education

Job description

Habinteg, based in the UK with hybrid working, seeks a Customer Experience Manager to provide strategic and operational leadership for Customer Services, Customer Experience, Customer Insight, Complaints and Tenant Engagement. You will champion a customer-focused culture and shape service delivery and improvement.

You will develop and deliver customer experience strategies, improve satisfaction and trust, and provide assurance to the Executive Team and Board on outcomes, performance and