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- Tasks: Lead the customer experience strategy and oversee a dynamic team.
- Company: Bromford Flagship is a leading UK housing provider with a bold vision for the future.
- Benefits: Enjoy flexible hybrid work, a competitive salary, and a company car or allowance.
- Why this job: Join a purpose-driven organisation making a real impact in communities across England.
- Qualifications: Senior leadership experience in customer experience and a degree-level education are essential.
- Other info: Regular travel required; apply by 10 August 2025 to shape the future of customer experience.
The predicted salary is between 120000 - 180000 £ per year.
At Bromford Flagship we create communities where people can put down roots, feel secure, and thrive. With over 80,000 homes across east, central and southwest England, we’re one of the UK’s leading housing providers – and we’re just getting started. Our ambition is bold: to deliver 2,000 new homes each year for the next 30 years.
We’re now looking for a Group Director of Customer Experience – a strategic, visionary leader who can shape and deliver a seamless, personalised and engaging customer journey across all channels.
About the Role
This is a pivotal leadership role where you’ll define and lead the customer experience strategy across the group. You’ll oversee a cross-functional team covering contact hubs, customer engagement, and complaints, ensuring every interaction reflects our values and commitment to exceptional service.
You’ll champion digital transformation, embed a customer-obsessed culture, and ensure our services are shaped by insight, innovation, and the voice of the customer.
What You’ll Be Doing
- Leading the development and execution of a group-wide customer experience strategy
- Spearheading digital innovation and automation to streamline services
- Overseeing a scalable omni-channel contact model across all platforms
- Mapping and optimising the end-to-end customer journey
- Using customer insight and feedback to drive continuous improvement
- Leading and inspiring a high-performing team across multiple locations
- Advising senior leaders and the Board on trends, risks, and opportunities
- Ensuring governance, compliance, and financial accountability in your area
- Championing diversity, inclusion, and customer involvement in service design
What We’re Looking For
- Proven senior leadership experience in customer experience or related fields
- Strong background in digital transformation, service design, and innovation
- Demonstrated success in improving customer satisfaction and engagement
- Experience leading large-scale change and managing complex operations
- Excellent strategic thinking, stakeholder engagement and influencing skills
- Commercial acumen and experience managing large budgets
- Passion for customer service and a deep understanding of customer needs
Qualifications
- Degree-level education or equivalent experience (MBA desirable)
- Formal customer experience qualification or equivalent expertise
- Housing or related professional qualification (or willingness to work towards one).
This is a full-time, hybrid role, giving you the opportunity to work flexibly from home and our offices. Our main offices are Lichfield, Wolverhampton, Tewkesbury, Chipping Sodbury, and Norwich. You can be based at any of these locations but regular travel across the whole of our operating geography will be required.
A full driving licence and a basic DBS with consumer check will be required.
Why Join Us?
We’re building a future where everyone has a safe, affordable place to call home. Joining us means being part of something bigger – a purpose-driven organisation where work matters, your voice is heard, and your development is a priority.
We strongly recommend reviewing the full job description attached to gain a deeper understanding of the role, responsibilities, and the impact you can make at Bromford Flagship.
The selection process will include two assessment stages, likely to take place in late August and early September. Further details will be shared with shortlisted candidates.
Ready to make a difference?
Apply now and help shape the future of customer experience at Bromford Flagship.
Closing Date: Sunday 10 August 2025.
Location: Flexible: Tewkesbury (GL20 8ND), Wolverhampton, Lichfield, Chipping Sodbury or Norwich
Salary: Circa £150,000 per annum depending on experience
Additional Information: Company Car or Car Allowance
Closing Date: Sunday 10 August 2025
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Group Director of Customer Experience Bromford Flagship · Tewkesbury employer: Flagship Group
Contact Detail:
Flagship Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Group Director of Customer Experience Bromford Flagship · Tewkesbury
✨Tip Number 1
Familiarise yourself with Bromford Flagship's mission and values. Understanding their commitment to creating communities will help you align your vision for customer experience with their goals, making you a more compelling candidate.
✨Tip Number 2
Network with current or former employees of Bromford Flagship. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during interviews.
✨Tip Number 3
Stay updated on the latest trends in customer experience and digital transformation. Being able to discuss recent innovations and how they could apply to Bromford Flagship will demonstrate your expertise and forward-thinking approach.
✨Tip Number 4
Prepare to showcase your leadership style and how it fosters a customer-obsessed culture. Be ready to share specific examples of how you've successfully led teams through change and improved customer satisfaction in previous roles.
We think you need these skills to ace Group Director of Customer Experience Bromford Flagship · Tewkesbury
Some tips for your application 🫡
Understand the Role: Thoroughly read the job description for the Group Director of Customer Experience. Identify key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customise your CV to highlight relevant experience in customer experience, digital transformation, and leadership. Use specific examples that demonstrate your success in these areas.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your vision for enhancing customer experience. Address how you would approach the challenges mentioned in the job description.
Showcase Your Leadership Skills: In your application, emphasise your leadership experience and ability to inspire teams. Provide examples of how you've successfully led change and improved customer satisfaction in previous roles.
How to prepare for a job interview at Flagship Group
✨Understand the Company’s Vision
Before your interview, take some time to research Bromford Flagship's mission and values. Understanding their commitment to creating communities and delivering exceptional service will help you align your answers with their goals.
✨Showcase Your Leadership Experience
As a Group Director of Customer Experience, you'll need to demonstrate your senior leadership experience. Prepare specific examples of how you've led teams, managed change, and improved customer satisfaction in previous roles.
✨Emphasise Digital Transformation Skills
Given the focus on digital innovation, be ready to discuss your experience with digital transformation and service design. Highlight any successful projects where you implemented technology to enhance customer experiences.
✨Prepare for Scenario-Based Questions
Expect questions that assess your strategic thinking and problem-solving abilities. Prepare for scenario-based questions where you might need to outline how you would handle specific challenges related to customer experience and engagement.
