Resident Experience Lead: Co-Creation & Service Improvement

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

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.