Sovereign Network Group (SNG) is one of the UK’s leading housing associations, committed to delivering quality homes and outstanding services. We are looking for an experienced and forward-thinking Customer Experience Manager to lead the design, measurement, and continuous improvement of our customer journeys.
This is an exciting opportunity to play a key role in shaping how our customers experience SNG, driving innovation, inclusivity, and digital adoption across every touchpoint.
You’ll be based in our office in Basingstoke combining both office and home working to ensure a positive work / life balance.

WHAT WE’RE LOOKING FOR

We’re seeking someone who is:

• Experienced in customer experience design and delivery, with a track record of shaping exceptional end-to-end journeys.
• Skilled in customer journey mapping, measurement, and human-centred design.
• An engaging leader, able to motivate, develop, and empower a team.
• Highly collaborative, with the ability to balance competing priorities and manage stakeholders effectively.
• Confident using data, analytics, and customer research to inform strategy and measure impact.
• A skilled communicator and storyteller, able to bring insights to life and engage audiences at all levels.

As Customer Experience Manager, you’ll:

• Own and continuously improve SNG’s customer journey portfolio, ensuring journeys are inclusive, accessible, and aligned with customer needs.
• Lead a team of Customer Experience Specialists, empowering them to deliver high-quality, human-centred designs and improvements.
• Use customer insights, data analytics, and research to identify opportunities for improvement, design out pain points, and deliver measurable business value.
• Collaborate across the organisation to embed customer impact assessments into decisions around people, processes, and technology.
• Partner with digital teams to improve online and assisted experiences, driving digital adoption and innovation.
• Represent the Customer Experience team at senior forums, influencing decision-making and championing the customer voice

As Customer Experience Manager, you’ll:

• Own and continuously improve SNG’s customer journey portfolio, ensuring journeys are inclusive, accessible, and aligned with customer needs.
• Lead a team of Customer Experience Specialists, empowering them to deliver high-quality, human-centred designs and improvements.
• Use customer insights, data analytics, and research to identify opportunities for improvement, design out pain points, and deliver measurable business value.
• Collaborate across the organisation to embed customer impact assessments into decisions around people, processes, and technology.
• Partner with digital teams to improve online and assisted experiences, driving digital adoption and innovation.
• Represent the Customer Experience team at senior forums, influencing decision-making and championing the customer voice.