At a Glance
- Tasks: Lead customer insight and engagement strategies to drive meaningful change.
- Company: Dynamic organisation focused on customer experience and community impact.
- Benefits: Flexible working, wellbeing support, and opportunities for personal development.
- Other info: Join us to transform how we listen and improve for our customers.
- Why this job: Make a real difference by amplifying customer voices and shaping impactful strategies.
- Qualifications: Proven leadership in customer insight and engagement within complex organisations.
The predicted salary is between 60000 - 75000 £ per year.
Contractual base: Flexible Operational patch: Group-wide Closing date: Sunday 7 June
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 Insight & Engagement - Gloucestershire in London employer: Bromford
As the Head of Insight & Engagement, you will join a forward-thinking organisation that prioritises customer voice and engagement at every level. With a flexible operational base in Gloucestershire, we offer a supportive work culture that values employee wellbeing and development, alongside opportunities for meaningful impact on customer outcomes. Join us to lead transformative initiatives that not only enhance our services but also foster a customer-first culture across the organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Insight & Engagement - Gloucestershire in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨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. Remember, it’s all about showing them you’re the perfect fit!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to build your confidence. The more you rehearse, the more natural you'll feel when it’s time to shine in front of the real interviewers.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing applications directly from candidates who are genuinely interested in joining us. Plus, it shows you’re proactive and keen to be part of our team.
We think you need these skills to ace Head of Insight & Engagement - Gloucestershire in London
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 mission of putting the customer at the heart of everything we do.
Showcase Your Leadership Skills:As a strategic leader, it’s crucial to highlight your experience in leading teams and driving change. Share examples of how you've successfully developed and implemented insight or engagement strategies in previous roles.
Be Data-Driven:Since this role involves turning data into actionable insights, make sure to include any relevant experience you have with data analysis and how it has informed decision-making in your past positions. We love seeing numbers that back up your achievements!
Apply Through Our Website:Don’t forget 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 to make a real difference in our customers' lives.
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 the 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 your engagement strategies led to meaningful changes.
✨Demonstrate Your Passion for Customer Outcomes
Be genuine about your commitment to improving customer experiences. Share stories that illustrate how you've previously turned insights into actionable recommendations that made a difference.
✨Familiarise Yourself with Regulatory Requirements
Brush up on the relevant regulatory frameworks, especially Tenant Satisfaction Measures (TSMs). Be prepared to discuss how you would ensure compliance while driving customer engagement and insight.
