Customer Experience Manager

Castles and Coasts Housing Association; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Castles and Coasts Housing Association in the United States is seeking a Customer Experience Manager to put residents at the heart of service delivery. You will shape how we engage residents, gather insights, and use feedback to drive continuous improvement across our services.

You will lead operational teams, develop customer experience strategies, and ensure resident voices influence service design and decision-making.

Qualifications

• Experience leading customer-focused teams.
• Ability to develop and implement customer experience strategies.
• Experience designing processes to collect and analyse customer feedback.

Responsibilities

• Lead operational teams to deliver high levels of customer satisfaction and service excellence.
• Develop and implement customer experience strategies with resident involvement.
• Design and manage methods to gather and interpret customer data to drive improvements.
• Manage complaints within a housing/regulatory context and drive service improvements.

Skills

Customer leadership

CX strategy

Data analysis

Complaints handling

Job description

If you are passionate about putting customers at the heart of service delivery and want to make a real difference to the lives of residents, this is an exciting opportunity to join the Customer Experience Team at CCHA. As our Customer Experience Manager, you will play a pivotal role in shaping how we engage with residents, gather customer insight, and use feedback to drive continuous improvement across our services. You will champion a customer-led approach, ensuring resident voices influence service design, delivery, and strategic decision-making. We are looking for someone with experience in:

• Leading operational teams within a customer-focused environment, with a proven track record of delivering high levels of customer satisfaction and service excellence.
• Developing and implementing customer experience and engagement strategies, championing customer-led service design through journey mapping, customer insight, and co-creation with residents to enhance existing services and shape future offerings.
• Designing and managing effective methods for gathering, analysing, and interpreting customer data and feedback, using insight to inform service improvements and influence organisational decision-making.
• Managing complaints within a housing, regulated service, or Ombudsman-related environment, with a strong understanding of complaint resolution, learning, service improvement and statutory returns.

What you'll bring:

You will be a proactive and engaging leader who is passionate about customer engagement and service excellence. You'll have the ability to translate customer feedback into meaningful change, build strong relationships with residents and colleagues, and drive a culture where customer insight is at the heart of everything we do.