Contractual base: Flexible
Operational patch: Group-wide
Closing date: Sunday 7 June
We're looking for an experienced and strategic leader to join us as our Head of Insight & Engagement. This is a key role where you'll shape how we listen to our customers, understand their experiences, and turn that insight into real, meaningful change.
You’ll lead our approach to customer insight and engagement across the organisation, ensuring the voice of our customers is at the heart of everything we do - from day‑to‑day decisions through to long‑term strategy.
What you’ll be doing
You’ll take the lead in developing and delivering a clear, group-wide customer insight and engagement strategy. This will include:
* Building and embedding a strong customer insight framework, using data from surveys, complaints, operational systems, and lived experiences
* Ensuring insight directly informs decision‑making at every level - from service improvements through to strategic investment
* Leading our customer engagement approach so that customer voice is visible, valued, and influential at Board and operational levels
* Overseeing customer scrutiny and ensuring meaningful, inclusive engagement with diverse customer groups
* Leading on regulatory requirements, including Tenant Satisfaction Measures (TSMs), providing assurance and insight to senior stakeholders
* Translating insight into clear, actionable recommendations that improve performance and outcomes for customers
* Driving transformation in how we collect, use, and act on insight across the organisation
* Building strong relationships with regulators, local authorities, and external partners
About you
You’ll be a confident and credible leader with a strong track record in customer insight, engagement or service improvement at a senior level. You’ll also bring:
* Experience of developing and delivering insight or engagement strategies in a complex organisation
* The ability to turn data and feedback into clear, impactful action
* Strong stakeholder management skills, with experience influencing at executive and board level
* Knowledge of regulatory requirements and performance frameworks (ideally within housing or a regulated environment)
* Experience of leading and developing high‑performing teams
* A genuine passion for improving customer outcomes and embedding a customer‑first culture
What we offer
We want you to thrive at work and at home. You’ll have access to a range of benefits that support your wellbeing, development and lifestyle, alongside the opportunity to shape a role that makes a real difference to our customers.
Why join us?
This is an opportunity to lead a critical function at a time where customer voice, transparency and accountability have never been more important. You’ll play a central role in shaping how we listen, learn and improve – making a lasting impact for our customers and communities.
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