Customer Experience Manager | Hybrid Role & Flexible Hours

Home Group Limited; United States; Hybrid; USD 46,000 - 56,000; Full time

Benefits offered by this job

Health Cash Plan

Job summary

Home Group Limited is seeking a Customer Experience Manager in the Customer Service Centre to shape how we listen, learn and improve every day, making a real difference to how our customers and colleagues feel. You will spot patterns in feedback, fix what isn’t working, and collaborate with housing and maintenance teams to keep things fair and joined up.

You’ll listen to customers through surveys, chats and focus groups, plan changes carefully, and use data to show why improvements matter for

Qualifications

• Confidence using data and feedback to spot trends and turn them into practical action.
• Strong relationship skills, helping you influence colleagues and partners in a calm, people-first way
• Comfortable working at pace, balancing quick fixes with longer-term improvement work
• Experience with Lean Six Sigma, Agile or similar approaches to improve customer-facing services
• A thoughtful way of handling complaints, focused on learning and making things better
• Clear, confident communication and a good eye for detail, making ideas easy to understand and act on

Responsibilities

• Spotting patterns in feedback, complaints and data so we can make things simpler for everyone
• Fixing what is not working by tweaking processes, sharing what we learn and improving how we work
• Working closely with housing, maintenance teams and colleagues across Home Group to keep things fair, smooth and joined up
• Listening to customers through surveys, chats and focus groups so their voices stay front and centre
• Making sure changes are well thought through, clearly planned and easy for teams to understand, with no negative impact on customers
• Using numbers and real stories to show why change matters and how it helps our customers and colleagues

Skills

Data analysis

Relationship skills

Agile/Lean Six Sigma

Complaint handling

Communication clarity

Job description

Home Group Limited is seeking a Customer Experience Manager in the Customer Service Centre to shape how we listen, learn and improve every day, making a real difference to how our customers and colleagues feel. You will spot patterns in feedback, fix what isn’t working, and collaborate with housing and maintenance teams to keep things fair and joined up.

You’ll listen to customers through surveys, chats and focus groups, plan changes carefully, and use data to show why improvements matter for