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- Tasks: Lead the customer experience strategy and inspire a high-performing team.
- Company: Join Bromford Flagship, a leading housing provider with a bold vision for the future.
- Benefits: Enjoy flexible hybrid work, a competitive salary, and a supportive culture.
- Other info: Diversity and inclusion are at our core; we welcome all applicants.
- Why this job: Make a real impact in communities while shaping exceptional customer journeys.
- Qualifications: Senior leadership experience in customer experience and a passion for service excellence required.
The predicted salary is between 120000 - 180000 £ per year.
Job Description
The vacancy
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Location: Flexible: Tewkesbury (GL20 8ND), Wolverhampton, Lichfield, Chipping Sodbury or Norwich
Salary: Circa £150,000 per annum depending on experience
Additional Information:Â Car Allowance
Closing Date:Â Sunday 10 August 2025Â (We reserve the right to close this vacancy early, due to volume applications).
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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. Â
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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.
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About the Role
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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.
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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.
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What You’ll Be Doing
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- 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
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What We’re Looking For
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- 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
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Qualifications
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- 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).
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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.
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A full driving licence and a basic DBS with consumer check will be required.
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Why Join Us?
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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.
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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.
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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.
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Ready to make a difference?
Apply now and help shape the future of customer experience at Bromford Flagship.
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Closing Date: Sunday 10 August 2025.
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About us
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We’re part of one of the biggest housing associations in the country, Bromford Flagship. As Bromford, our purpose is simple and honest: we invest in homes and relationships so that people can thrive.
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We provide over 47,000 homes in the West Midlands and West of England; we have relationships with more than 112,000 customers; we have a strong balance sheet and we plan to deliver 11,000 more homes by 2032.
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But we’re only just getting started.
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Through place-based working, our people build progress from the ground up. You’ll find us at the heart of the communities we serve, forging stronger neighbourhood relationships, reacting faster to shifting needs, and planning smarter.
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And we’ve created a thriving place of our own – giving brilliant people like you the tools and opportunities to build a future.
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With development that helps you grow in your role, build future-ready skills, and perform at your best. All within a vibrant and inclusive culture guided by our DNA (https://www.bromford.co.uk/careers/working-for-bromford/).
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We’re a place for people determined to make a difference.
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Bromford. A place to make your own.
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Diversity Statement
We are committed to recruiting, developing and retaining colleagues who are representative of the diverse communities we work with. This commitment is embedded in our DNA, and we are striving to build an inclusive workplace culture where all colleagues feel valued and respected, and individuality is celebrated. We are a proud "Disability Confident" (Level 2) and Menopause Friendly employer and have signed the Armed Forces covenant to support those who serve.
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We encourage people from all sections of our community to apply for jobs with us. Particularly, we welcome those who have been historically underrepresented in areas of our workforce including people from ethnic minority backgrounds, disabled people, women, and members of the LGBTQIA+ community.
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Great Place To Work Certified
Bromford have once again been certified as a Great Place To Work (Nov 24 – Nov 25). The 2024 Great Place to Work Trust Index Survey highlighted that our employees believe we have an amazing company culture and that 91% of our employees were made to feel welcome when they joined us. We are also proud to have been named as one of the UK’s Best Workplaces for Women for two years running (2023 and 2024) demonstrating that all colleagues, regardless of gender, can thrive at Bromford.
Group Director of Customer Experience employer: Bromford Housing
Contact Detail:
Bromford Housing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Group Director of Customer Experience
✨Tip Number 1
Familiarise yourself with Bromford Flagship's mission and values. Understanding their commitment to community and customer experience will help you align your vision with theirs during discussions.
✨Tip Number 2
Network with current or former employees of Bromford Flagship. Engaging with them can provide insights into the company culture and expectations, which can be invaluable in interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led customer experience initiatives in the past. Highlighting measurable outcomes will demonstrate your capability to drive results.
✨Tip Number 4
Stay updated on trends in customer experience and digital transformation. Being knowledgeable about the latest innovations will show your passion for the field and readiness to lead change at Bromford.
We think you need these skills to ace Group Director of Customer Experience
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and qualifications required for the Group Director of Customer Experience position. Tailor your application to highlight how your experience aligns with their needs.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience in customer experience, digital transformation, and leadership. Use quantifiable achievements to demonstrate your impact in previous roles.
Write a Strong Cover Letter: Your cover letter should reflect your passion for customer service and your strategic vision for enhancing customer experience. Address how you can contribute to Bromford Flagship's goals and values, and mention any specific projects or initiatives you've led that relate to the role.
Highlight Relevant Qualifications: Make sure to mention any formal qualifications related to customer experience or housing, as well as your degree-level education. If you have an MBA or other relevant certifications, include these to strengthen your application.
How to prepare for a job interview at Bromford Housing
✨Understand the Company Culture
Before your interview, take some time to research Bromford Flagship's values and culture. Understanding their commitment to community and customer service will help you align your answers with their mission and demonstrate that you're a good fit.
✨Showcase Your Leadership Experience
As a Group Director of Customer Experience, you'll need to highlight your previous leadership roles. Prepare specific examples of how you've successfully led teams, managed change, and improved customer satisfaction in past positions.
✨Prepare for Strategic Questions
Expect questions about your strategic vision for customer experience. Be ready to discuss how you would develop and execute a customer experience strategy, as well as how you would champion digital transformation within the organisation.
✨Demonstrate Your Passion for Customer Service
Bromford is looking for someone who is genuinely passionate about customer service. Share personal anecdotes or experiences that illustrate your commitment to understanding and meeting customer needs, and how this has driven your professional journey.