Salary: £65,000 - 65,000 per year Requirements: We are looking for relevant professional qualification or training in service design, customer experience or operational management, or equivalent experience. We need proven experience leading customer service transformation, ideally within large-scale transformation programmes or mergers in the housing or public sector. We need a strong understanding of customer journeys, service design and operational service delivery, with experience improving services across multiple channels such as contact centres, digital and housing services. We need experience assessing and managing customer and service impacts of transformation initiatives, including system implementations, process redesign and service integration. We need a strong understanding of change management principles and frameworks such as Prosci and ADKAR, with the ability to apply these in operational environments. Responsibilities: We lead the development and delivery of our Customer Transformation approach, aligned to the overall integration plan and long-term strategy. We lead the Customer Workstream, ensuring our customer services are aligned and operationally ready for Day 1 with minimal disruption to customers. We oversee the mapping and design of current and future customer journeys, identifying opportunities to simplify, standardise and improve services. We ensure the customer impacts of all integration and transformation initiatives, including systems, processes and policy changes, are identified, assessed and managed effectively. We work closely with other Transformation Leads, including People and Property, to ensure a joined-up approach to service delivery and customer experience. We provide input into operational and technical projects, such as housing management system integration and contact centre changes, to ensure customer experience and service performance are fully considered. Technologies: Support More: We are Delta Housing Ltd and we are recruiting a Customer Transformation Lead on a permanent, full-time basis in Chelmsford. This is a hybrid role with an expectation to be in the office at least one day per week for workshops and stakeholder collaboration, with flexibility agreed with the line manager based on business need. We offer a salary of £65,000 per annum, 37 hours per week, and a benefits package that includes learning and development opportunities, a healthcare cash plan, a robust employee reward and recognition programme, a free and confidential Employee Assistance Programme, a volunteering programme, a competitive pension scheme, 25 days annual leave plus bank holidays, three extra days between Christmas and New Year, and one wellbeing day per year. We may close the vacancy early if we receive a high volume of applications or appoint a candidate before the closing date, so we encourage early applications. last updated 23 week of 2026