Customer Strategy Lead

Customer Strategy Lead

Leadership role in Housing & Regeneration

North based, 60-80K salary range

An established multi‑regional housing and regeneration group is seeking an experienced Customer Strategy Lead to lead, evolve and disrupt how customer services are delivered across the organisation.

This role will work closely with the senior leadership team and will play a critical part in shaping and delivering a proactive, data‑led and customer‑centred service strategy across the group.

This is an opportunity for a true CX leader, someone who combines strategic thinking with operational grip, is confident challenging the status quo, and can turn ideas into tangible improvements.

As Customer Strategy lead, you will:

• Lead and inspire regional Customer facing colleagues across multiple locations
• Design and implement a group‑wide customer service strategy covering the full customer journey
• Embed a consistent, high‑quality customer experience aligned to housing sector standards
• Use data, insight and feedback to drive continuous improvement and inform decision‑making
• Build strong relationships with external stakeholders
• Lead customer‑focused projects, change initiatives and service innovation
• Act as a senior escalation point for complex complaints and customer issues, including Ombudsman‑related matters
• Review and develop customer policies, procedures and governance frameworks

The role will be hybrid with travel across the North region.

You will bring:

• Proven senior management experience in a customer‑focused environment
• Strong understanding of customer experience systems (e.g. CRM, feedback platforms, performance metrics)
• Credibility operating across operational, strategic and board‑level environments
• Excellent communication skills, emotional intelligence and influencing ability
• A collaborative leadership style with the confidence to challenge and disrupt traditional approaches
• A track record of using insight and data to improve services and outcomes
• Experience in housing/regeneration is essential.