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- Tasks: Lead the customer experience strategy and oversee a cross-functional team.
- Company: Bromford Flagship is a leading housing provider with over 80,000 homes across England.
- Benefits: Enjoy flexible working options and be part of a purpose-driven organisation.
- Why this job: Make a real impact on customer experience and drive digital transformation.
- Qualifications: Senior leadership experience in customer experience and a degree-level education required.
- Other info: This is a full-time hybrid role with regular travel across locations.
The predicted salary is between 120000 - 180000 £ per year.
Location: Flexible: Tewkesbury, Wolverhampton, Lichfield,Chipping Sodbury, or Norwich
Salary: Circa £150,000 per annum depending on experience
Closing Date: Sunday 10 August 2025
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 aGroup 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 and Chipping Sodbury. 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.
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Group Director of Customer Experience employer: Bromford
Contact Detail:
Bromford 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 creating communities and exceptional customer service will help you align your vision with theirs during interviews.
✨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 in tailoring your approach.
✨Tip Number 3
Stay updated on the latest trends in customer experience and digital transformation. Being knowledgeable about current innovations will demonstrate your passion and readiness to lead in this area.
✨Tip Number 4
Prepare to discuss specific examples of how you've successfully led change in customer experience. Highlighting measurable outcomes from your past roles will showcase your ability to drive results at Bromford Flagship.
We think you need these skills to ace Group Director of Customer Experience
Some tips for your application 🫡
Understand the Role: Thoroughly read the job description for the Group Director of Customer Experience. Pay attention to the key responsibilities and qualifications required, as this will help you tailor your application.
Highlight Relevant Experience: In your CV and cover letter, emphasise your senior leadership experience in customer experience or related fields. Provide specific examples of how you've successfully led digital transformation and improved customer satisfaction.
Showcase Strategic Thinking: Demonstrate your strategic thinking skills by discussing how you've previously developed and executed customer experience strategies. Use metrics or outcomes to illustrate your impact on customer engagement and service design.
Personalise Your Application: Make sure to personalise your cover letter. Address it to the hiring manager if possible, and express your passion for customer service and how your values align with those of Bromford Flagship.
How to prepare for a job interview at Bromford
✨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 proven senior leadership experience. Prepare specific examples of how you've led teams, managed change, and improved customer satisfaction in previous roles.
✨Highlight Digital Transformation Skills
Given the emphasis on digital innovation in the role, be ready to discuss your experience with digital transformation and service design. Share examples of how you've successfully implemented technology to enhance customer experiences.
✨Prepare for Strategic Discussions
Expect to engage in discussions about strategic thinking and stakeholder engagement. Be prepared to articulate your approach to developing and executing customer experience strategies, as well as how you would advise senior leaders on trends and opportunities.
