At a Glance
- Tasks: Lead customer insight and engagement strategy to drive meaningful change.
- Company: Join a forward-thinking organisation focused on customer voice and transparency.
- Benefits: Flexible working, wellbeing support, and opportunities for personal development.
- Other info: Be part of a team that values customer-first culture and accountability.
- Why this job: Make a real impact by shaping how we listen to and engage with customers.
- Qualifications: Proven leadership in customer insight and engagement within complex organisations.
The predicted salary is between 70000 - 90000 £ per year.
We're looking for an experienced and strategic leader to join us as our Head of Insight & Engagement. This is a key role where you'll shape how we listen to our customers, understand their experiences, and turn that insight into real, meaningful change. You’ll lead our approach to customer insight and engagement across the organisation, ensuring the voice of our customers is at the heart of everything we do - from day‑to‑day decisions through to long‑term strategy.
What you’ll be doing:
- You’ll take the lead in developing and delivering a clear, group-wide customer insight and engagement strategy.
- Building and embedding a strong customer insight framework, using data from surveys, complaints, operational systems, and lived experiences.
- Ensuring insight directly informs decision‑making at every level - from service improvements through to strategic investment.
- Leading our customer engagement approach so that customer voice is visible, valued, and influential at Board and operational levels.
- Overseeing customer scrutiny and ensuring meaningful, inclusive engagement with diverse customer groups.
- Leading on regulatory requirements, including Tenant Satisfaction Measures (TSMs), providing assurance and insight to senior stakeholders.
- Translating insight into clear, actionable recommendations that improve performance and outcomes for customers.
- Driving transformation in how we collect, use, and act on insight across the organisation.
- Building strong relationships with regulators, local authorities, and external partners.
About you:
You’ll be a confident and credible leader with a strong track record in customer insight, engagement or service improvement at a senior level. You’ll also bring:
- Experience of developing and delivering insight or engagement strategies in a complex organisation.
- The ability to turn data and feedback into clear, impactful action.
- Strong stakeholder management skills, with experience influencing at executive and board level.
- Knowledge of regulatory requirements and performance frameworks (ideally within housing or a regulated environment).
- Experience of leading and developing high‑performing teams.
- A genuine passion for improving customer outcomes and embedding a customer‑first culture.
What we offer:
We want you to thrive at work and at home. You’ll have access to a range of benefits that support your wellbeing, development and lifestyle, alongside the opportunity to shape a role that makes a real difference to our customers.
Why join us?
This is an opportunity to lead a critical function at a time where customer voice, transparency and accountability have never been more important. You’ll play a central role in shaping how we listen, learn and improve – making a lasting impact for our customers and communities.
Head of Customer Insight & Engagement Strategy employer: Bromford
Join us as the Head of Customer Insight & Engagement Strategy, where you will be at the forefront of transforming customer experiences into meaningful change. Our flexible operational patch allows for a dynamic work environment, and we pride ourselves on a culture that values employee wellbeing and development, offering a range of benefits to support your growth. This is not just a job; it's an opportunity to make a significant impact in a role that champions the voice of our customers across the organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Insight & Engagement Strategy
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bromford. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bromford before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Insight & Engagement Strategy
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bromford:Your cover letter is your chance to shine! Tell us why you want to work at Bromford specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bromford!
How to prepare for a job interview at Bromford
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
