Location: Flexible: Tewkesbury (GL20 8ND), Wolverhampton, Lichfield, Chipping Sodbury or Norwich
Salary: Circa £150,000 per annum depending on experience
Additional Information: Car Allowance
Closing Date: Sunday 10 August 2025
At Bromford Flagship we create communities where people can put down roots, feel secure, and thrive. With over 80,000 homes across east, central and southwest England, we’re one of the UK’s leading housing providers – and we’re just getting started. Our ambition is bold: to deliver 2,000 new homes each year for the next 30 years.
We’re now looking for a Group Director of Customer Experience – a strategic, visionary leader who can shape and deliver a seamless, personalised and engaging customer journey across all channels.
About The Role
This is a pivotal leadership role where you’ll define and lead the customer experience strategy across the group. You’ll oversee a cross-functional team covering contact hubs, customer engagement, and complaints, ensuring every interaction reflects our values and commitment to exceptional service.
You’ll champion digital transformation, embed a customer-obsessed culture, and ensure our services are shaped by insight, innovation, and the voice of the customer.
What You’ll Be Doing
* Leading the development and execution of a group-wide customer experience strategy
* Spearheading digital innovation and automation to streamline services
* Overseeing a scalable omni-channel contact model across all platforms
* Mapping and optimising the end-to-end customer journey
* Using customer insight and feedback to drive continuous improvement
* Leading and inspiring a high-performing team across multiple locations
* Advising senior leaders and the Board on trends, risks, and opportunities
* Ensuring governance, compliance, and financial accountability in your area
* Championing diversity, inclusion, and customer involvement in service design
What We’re Looking For
* Proven senior leadership experience in customer experience or related fields
* Strong background in digital transformation, service design, and innovation
* Demonstrated success in improving customer satisfaction and engagement
* Experience leading large-scale change and managing complex operations
* Excellent strategic thinking, stakeholder engagement and influencing skills
* Commercial acumen and experience managing large budgets
* Passion for customer service and a deep understanding of customer needs
Qualifications
* Degree-level education or equivalent experience (MBA desirable)
* Formal customer experience qualification or equivalent expertise
* Housing or related professional qualification (or willingness to work towards one).
This is a full-time, hybrid role, giving you the opportunity to work flexibly from home and our offices. Our main offices are Lichfield, Wolverhampton, Tewkesbury, Chipping Sodbury, and Norwich. You can be based at any of these locations but regular travel across the whole of our operating geography will be required.
A full driving licence and a basic DBS with consumer check will be required.
Why Join Us?
We’re building a future where everyone has a safe, affordable place to call home. Joining us means being part of something bigger – a purpose-driven organisation where work matters, your voice is heard, and your development is a priority.
We strongly recommend reviewing the full job description attached to gain a deeper understanding of the role, responsibilities, and the impact you can make at Bromford Flagship.
The selection process will include two assessment stages, likely to take place in late August and early September. Further details will be shared with shortlisted candidates.
Ready to make a difference?
Apply now and help shape the future of customer experience at Bromford Flagship.
Closing Date: Sunday 10 August 2025.
About Us
We’re part of one of the biggest housing associations in the country, Bromford Flagship. As Bromford, our purpose is simple and honest: we invest in homes and relationships so that people can thrive.
We provide over 47,000 homes in the West Midlands and West of England; we have relationships with more than 112,000 customers; we have a strong balance sheet and we plan to deliver 11,000 more homes by 2032.
But we’re only just getting started.
Through place-based working, our people build progress from the ground up. You’ll find us at the heart of the communities we serve, forging stronger neighbourhood relationships, reacting faster to shifting needs, and planning smarter.
And we’ve created a thriving place of our own – giving brilliant people like you the tools and opportunities to build a future.
With development that helps you grow in your role, build future-ready skills, and perform at your best. All within a vibrant and inclusive culture guided by our DNA (https://www.bromford.co.uk/careers/working-for-bromford/).
We’re a place for people determined to make a difference.
Bromford. A place to make your own.
Diversity Statement
We are committed to recruiting, developing and retaining colleagues who are representative of the diverse communities we work with. This commitment is embedded in our DNA, and we are striving to build an inclusive workplace culture where all colleagues feel valued and respected, and individuality is celebrated. We are a proud "Disability Confident" (Level 2) and Menopause Friendly employer and have signed the Armed Forces covenant to support those who serve.
We encourage people from all sections of our community to apply for jobs with us. Particularly, we welcome those who have been historically underrepresented in areas of our workforce including people from ethnic minority backgrounds, disabled people, women, and members of the LGBTQIA+ community.
Great Place To Work Certified
Bromford have once again been certified as a Great Place To Work (Nov 24 – Nov 25). The 2024 Great Place to Work Trust Index Survey highlighted that our employees believe we have an amazing company culture and that 91% of our employees were made to feel welcome when they joined us. We are also proud to have been named as one of the UK’s Best Workplaces for Women for two years running (2023 and 2024) demonstrating that all colleagues, regardless of gender, can thrive at Bromford.
Benefits
Flexible benefits
Learning and development
Private medical cover
Work-life balance
Pay and financial wellbeing
Health and wellbeing
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