At a Glance
- Tasks: Lead customer insight and engagement strategy to drive meaningful change.
- Company: Dynamic organisation focused on customer voice and transparency.
- Benefits: Wellbeing support, professional development, and a chance to make a real difference.
- Other info: Join us to create lasting impact for our customers and communities.
- Why this job: Shape how we listen to customers and improve their experiences.
- Qualifications: Proven leadership in customer insight and engagement strategies.
The predicted salary is between 60000 - 80000 £ 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 in Hounslow employer: Bromford
Join us as the Head of Customer Insight & Engagement Strategy, where you'll 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. With a commitment to a customer-first approach, you will have the opportunity to lead impactful initiatives that resonate throughout the organisation, ensuring your contributions make a lasting difference in our communities.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Insight & Engagement Strategy in Hounslow
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities you might not find on job boards.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their values and goals. We want to see that you’re genuinely interested!
✨Tip Number 3
Don’t just wait for job openings; create your own opportunities! If you see a company you love, reach out directly. Share your insights on customer engagement and how you can add value.
✨Tip Number 4
Follow up after interviews with a thank-you note. It’s a simple way to stand out and show your enthusiasm for the role. Plus, it keeps you fresh in their minds!
We think you need these skills to ace Head of Customer Insight & Engagement Strategy in Hounslow
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to reflect the specific skills and experiences mentioned in the job description. We want to see how your background aligns with our needs for the Head of Customer Insight & Engagement Strategy role.
Showcase Your Leadership Skills:Highlight your experience in leading teams and driving customer engagement strategies. We’re looking for someone who can demonstrate a strong track record in influencing decision-making at all levels, so don’t hold back on sharing your successes!
Be Data-Driven:Since this role involves developing a customer insight framework, make sure to include examples of how you've used data to inform decisions in previous roles. We love seeing how you’ve turned insights into actionable recommendations that made a difference.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. Don’t miss out on the chance to join our team!
How to prepare for a job interview at Bromford
✨Know Your Customer Insight Framework
Make sure you understand the key components of a customer insight framework. Be ready to discuss how you would build and embed this framework in a complex organisation, using data from various sources like surveys and complaints.
✨Showcase Your Stakeholder Management Skills
Prepare examples that highlight your experience in influencing stakeholders at executive and board levels. Think about specific situations where you successfully engaged diverse customer groups and how you ensured their voices were heard.
✨Demonstrate Your Passion for Customer Outcomes
Be ready to share your genuine passion for improving customer outcomes. Discuss how you've previously turned data and feedback into actionable recommendations that led to meaningful change within an organisation.
✨Familiarise Yourself with Regulatory Requirements
Brush up on your knowledge of regulatory requirements, especially Tenant Satisfaction Measures (TSMs). Be prepared to explain how you would provide assurance and insight to senior stakeholders while ensuring compliance.
