Customer Experience & Insights Manager
B&D Reside - £62,000-£72,000 - Hybrid (Barking / Home)
Recruitment by Goodman Masson
Goodman Masson is delighted to be partnering with
Barking & Dagenham Reside
, an ambitious and forward-thinking housing provider, as they continue to strengthen their commitment to delivering outstanding homes and truly resident-centric services. We're now seeking a proactive and influential
Customer Experience & Insights Manager
-a newly shaped role offering the chance to build frameworks, processes, and impact from the ground up.
About the Role
This is a fantastic opportunity for someone passionate about customer experience, continuous improvement, and clear, engaging resident communications. Sitting at the heart of B&D Reside's transformation journey, you will lead the Complaints Team, shape the organisation's approach to feedback and insights, and develop compelling resident-facing communications in partnership with an external agency-with the long-term ambition of bringing communications fully in-house.
You will also play a key role in the design and delivery of B&D Reside's
Customer Experience Strategy
, ensuring that resident voice and insight informs every part of service design and delivery.
If you thrive in an environment where you can set direction, influence culture, and make a tangible impact on residents' lives, this newly created role offers the autonomy and scope to do just that.
Key Responsibilities
Leadership & Operational Management
* Lead and manage the Complaints Team, ensuring timely, empathetic, high-quality case resolution.
* Track complaint trends and root causes, using insights to drive meaningful improvements.
* Build and maintain KPIs and reporting frameworks to measure performance and outcomes.
Continuous Improvement & Insights
* Develop and embed robust resident feedback mechanisms, from surveys and focus groups to digital tools.
* Analyse data to identify themes, pain points, and improvement opportunities across the service.
* Work collaboratively across the organisation to champion a customer-centric culture.
Marketing & Communications
* Partner with B&D Reside's external communications provider to deliver resident-focused campaigns and content.
* Ensure clear, consistent messaging across all channels, aligned with brand values.
* Lead the transition to in-house communications capability over time.
* Oversee the corporate website redesign to improve accessibility, usability, and engagement.
* Support crisis communications responses and ensure all messaging reflects organisational values.
* Use data and analytics to evaluate communication impact and continuously refine strategy.
Stakeholder Engagement
* Act as a trusted bridge between residents and the organisation, strengthening transparency and trust.
* Present customer experience metrics and communications insights to senior leaders.
* Build effective relationships externally to benchmark best practices.
* Work closely with the Head of Customer Experience & Asset Insight on the wider Customer Experience & Engagement Strategy.
About You
We're looking for someone who brings:
Essential
* Strong experience in customer experience, complaints, or service management.
* Proven marketing and communications expertise, including campaign planning and content creation.
* Exceptional copywriting and editing skills.
* Excellent stakeholder engagement and relationship-building capability.
* Confident data interpretation and insight-led decision-making.
* Solid project management experience-ideally with digital or communications projects.
Desirable
* Experience in housing, the public sector, or other regulated environments.
* Familiarity with CRM or resident feedback platforms.
You'll also embody B&D Reside's values: empathetic service, inclusivity, accountability, and a proactive, solutions-focused approach.
If you're excited by the idea of shaping a customer experience and communications function from the ground up-and making a real difference to residents across Barking & Dagenham-we'd love to hear from you.
To apply or find out more, please contact the