Customer Service Transformation Lead in Chelmsford

We are looking for a Customer Transformation Lead to lead the transformation of customer services required to successfully integrate CHP and Estuary into Delta, ensuring continuity of service at Day 1 while designing and delivering improved customer journeys and service models for the future organisation. The role is responsible for ensuring that all transformation activity considers and enhances the customer experience, aligning services, processes and systems to deliver a consistent, high-quality service to residents. The postholder will play a key role in embedding a customer-first approach across the programme, ensuring that integration decisions support both operational stability and long-term service improvement.

What you'll be doing:

• Lead the development and delivery of the Customer Transformation approach, aligned to the overall integration plan and long-term strategy.
• Lead the Customer Workstream, ensuring that customer services are aligned and operationally ready for Day 1 with minimal disruption to customers.
• Oversee the mapping and design of current and future customer journeys, identifying opportunities to simplify, standardise and improve services.
• Ensure that the customer impacts of all integration and transformation initiatives (including systems, processes and policy changes) are identified, assessed and managed effectively.
• Work closely with other Transformation Leads (People, Property and other team members) to ensure a joined-up approach to service delivery and customer experience.
• Provide input into operational and technical projects (e.g. housing management system integration, contact centre changes) to ensure customer experience and service performance are fully considered.

What we are looking for:

• Relevant professional qualification or training in service design, customer experience or operational management (or equivalent experience).
• Proven experience leading Customer Service transformation, ideally within large-scale transformation programmes or mergers in the housing or public sector.
• Strong understanding of customer journeys, service design and operational service delivery, with experience improving services across multiple channels (e.g. contact centres, digital, housing services).
• Experience of assessing and managing the customer and service impacts of transformation initiatives, including system implementations (e.g. housing management systems), process redesign and service integration.
• Strong understanding of change management principles and frameworks (e.g. Prosci, ADKAR), with the ability to apply these in operational environments.

Please note the office expectancy of this role is as follows: This role is a hybrid working role, and expected in the office a minimum of 1 day a week to facilitate workshops and work closely with stakeholders in the office or on site.

Benefits:

• The salary for this post will be £65,000 Per Annum.
• Learning and development opportunities.
• Healthcare cash plan.
• Robust employee reward and recognition programme.
• Free and confidential Employee Assistance Programme.
• Volunteering programme.
• Competitive pension scheme.
• 25 days annual leave per annum, plus bank holidays, 3 extra days between Christmas and New Year and 1 wellbeing day per annum.
• 37 hours per week - employees may be able to work flexibly by agreement with their line manager, taking account of business need.
• We operate a hybrid working policy at Delta Housing Ltd.

Please note: We reserve the right to close this vacancy early if we receive a high volume of applications or successfully appoint a candidate before the closing date. We encourage early applications to avoid disappointment.