We're hiring a strategic and customer-focused leader to drive our customer experience, insight, and engagement strategy during a major transformation. As Customer Insights & Involvement Manager, you'll lead a team of Customer Involvement Officers, embedding customer voice, service improvement, and regulatory compliance across the organisation. Are you looking to join a growing, values-led organisation with a clear social purpose? At SettleParadigm, were proud to be the largest housing group in the region, managing over 27,000 homes across Buckinghamshire, Bedfordshire, and Hertfordshire. Everything we do is about delivering excellent services, high quality homes, neighbourhoods we can be proud of and maximising number of new affordable homes we build. Through our merger weve brought together shared values, skills and ambition, so we can build more affordable homes and make an even bigger difference in the communities we serve If you're ready to grow your career in a supportive, inclusive environment while helping to shape stronger communities, wed love to welcome you on our journey. Together, were building a better future. About the Role/team Were looking for a Customer Insights & Involvement Manager to lead our customer voice strategy during a pivotal time of transformation. This 12-month FTC role will manage a small team of Customer Involvement Officers and work across the organisation to ensure customer insight and involvement are embedded into strategic development, service improvement, and regulatory compliance. Youll be responsible for planning and delivering engagement activities, supporting customer-led scrutiny, and ensuring feedback loops are closed effectively. Youll also lead the onboarding of new customers from the L&Q stock transfer, manage third-party agency relationships, and optimise customer voice systems to strengthen insight generation and analysis. Key Responsibilities: Deliver and evolve the Customer Voice Strategy in line with Consumer Standards Lead customer involvement initiatives including steering groups, service reviews, and onboarding programmes Manage and support a team of Customer Involvement Officers to deliver representative engagement Embed and optimise customer voice systems and third-party relationships Monitor performance, impact, and budget of customer involvement activities Deliver quarterly impact reports to the Customer Experience Committee Champion a customer-centric culture and insight-driven decision-making Support service recovery and ensure customers see how their feedback influences change Lead a high-performing team through change, encouraging innovation and continuous improvement What Were Looking For Must haves: Degree or relevant professional qualification, or 5 years experience in customer insight, engagement or involvement Experience managing and developing a team Customer-centric approach to solving business challenges Innovative mindset with a proactive, problem-solving attitude Excellent communication and report writing skills Experience working cross-functionally and constructively challenging the status quo Strong project management and reporting capabilities Flexibility and resilience in managing change Full UK driving licence Nice to haves: Experience engaging directly with customers via panels, focus groups, or co-creation forums Housing sector experience or qualifications For added brilliance: Passion for embedding customer voice into strategic planning and service design. Benefits At SettleParadigm, we believe in creating an environment where our people feel valued, supported, and inspired to grow. Our comprehensive benefits and rewards package reflects this commitment. annual salary: £57,908 per annum 25 days holiday, increasing with service, plus Christmas closure and buy options Generous pension scheme up to 9.5% employer contribution via salary sacrifice Family-friendly leave : Enhanced maternity, paternity, and adoption leave Health cash plan claim up to £1,800 for everyday health costs (plus free kids cover) Life cover and income protection Flexible working hybrid options, modern offices, free parking & EV charging And thats just the beginning! Were also thrilled to provide: 30 qualified Mental Health First Aiders available to support Car leasing via salary sacrifice (for permanent colleagues subject to conditions) Funded training, qualifications & apprenticeships 3 paid volunteering days in the local communities Peer-recognition rewards platform Paid professional subscription (one per year) Our Commitment We are committed to creating an inclusive workforce, by reflecting and representing the diversity of the communities we serve. We would like to encourage applications from disadvantaged socio-economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ community and people from underrepresented groups. Accessibility and Adjustments We are committed to providing reasonable adjustments throughout our recruitment process and well always endeavour to be as accommodating as possible. Please let us know in advance of any suitable arrangements required. Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a basic or enhanced Criminal Disclosure, which will be carried out when a conditional offer is made. Please ensure you fully answer the questions on the application form. Closing Date: 11/11/2025