Director of Customer Experience at Home Group

Newcastle upon Tyne, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

13 May, 26

Salary

130000.0

Posted On

12 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Strategic Planning, Customer Experience Strategy, Customer Service, Customer Insight, Stakeholder Management, Team Leadership, Digital Innovation, Financial Management, Budgeting, People Management, Communication, Influencing, Change Management, Contact Centre Management, AI Leveraging

Industry

Non-profit Organizations

Description

Circa £125,000 - £130,000 per annum plus car allowance of £5484, 34 days leave rising to 39 days and health cash plan from £1140 Permanent, full-time (37.5 hpw) National role with regular travel and hybrid working Home, a place where you belong First impressions count, and so do lasting ones! As our Director of Customer Experience, you'll lead our evolution in how we listen, involve and deliver for our customers, setting the standards that influence our whole organisation and the sector. You’ll champion inclusive and meaningful customer involvement, broaden and diversify voices, strengthen governance, and use insight and technology to drive smarter decisions. You'll be the driving force behind delivering customer-focused strategies, ensuring we stand out and shine as an organisation that goes above and beyond to deliver exceptional customer experience across every part of our services. We're not just looking for a leader; we're looking for a visionary who’ll help our customers feel heard, valued, and cared for, making a lasting impact. What you’ll do Lead our customer experience strategy, setting a bold vision and delivering exceptional, seamless end-to-end journeys that push boundaries and keep Home Group at the forefront of customer excellence. Drive consistent, high-quality customer service across all our regions through strong, clear and expert leadership. Use customer insight to shape priorities, improve services, drive engagement and focus on what truly matters most to customers. Collaborate with our Board, Executive, and Senior Management teams to guide customer experience strategies, making informed, impactful decisions. Foster a continuous learning environment, using customer feedback to improve services and setting clear standards aligned with our Customer Promise. Why join us You’ll shape sector‑leading customer experience, influence decisions at the highest level, and lead talented teams in a culture built on customer insight, listening, innovation and continuous improvement. You’ll make a real impact on customers’ lives while helping set new standards across Home Group and the wider housing sector. Be part of one of the UK’s top 10 Great Places to Work! You have Outstanding leadership skills and a strategic mindset, capable of inspiring change and driving customer service excellence in a complex, heavily regulated environment. Extensive experience in leading high-performing customer service teams within the sector, with a successful track record in strategic planning and delivery in consumer-focused sectors. Experience of managing large-scale contact centres and leveraging digital innovations such as AI to enhance customer experiences. Commercial acumen, skilled in financial management, budgeting, and understanding core business metrics to drive organisational success. Exceptional people management abilities, inspiring and embedding a high-performance culture, unafraid of making tough decisions or having challenging conversations. A strong communicator and influencer, adept at aligning teams with our mission, strategy, goals, values, and customer promise, ensuring everyone is moving in the right direction. Stronger together We welcome applications from everyone and are especially keen to hear from people currently underrepresented in our workforce including people from ethnic minority backgrounds, those who identify as female, LGBTQ+ or who are disabled. The practical bits Flexible hybrid working (based from any of our national offices) with regular travel to the North-East, where our Head Office is based and working from home too. You’ll work Monday to Friday. Our core hours are 9.00 am to 5.30 pm with flexibility built in. A full current driving licence as you’ll work and travel on a national basis and will be provided with a car allowance as part of your remuneration package to do that. You'll need an Enhanced DBS check which we'll pay for. What’s in it for you? 34 days leave, rising to 39 (this includes bank holidays and a “me day”). The option to buy 5 more each year Health cash plan saving you (and your children) £1140+ each year covering dental, opticians, prescriptions and more Matching pension contribution (up to 7%25 and life insurance of 3x basic salary) 800+ discounts on shops, holidays, days out, tech and more Work your way with flexibility to balance life and work Find out more Click APPLY NOW to see our Director of Customer Experience candidate brief & Job Description find out about us, for help to apply and for all our benefits. Roles can close early, so don’t wait. For reasonable adjustments email recruitment@homegroup.org.uk.

Responsibilities

The Director of Customer Experience will lead the customer experience strategy, setting a bold vision to deliver seamless end-to-end journeys and drive consistent, high-quality customer service across all regions. This role involves using customer insight to shape priorities, improve services, and collaborating with executive teams to guide impactful customer experience strategies.