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- Tasks: Lead customer experience strategy and deliver exceptional service across all regions.
- Company: Join a top UK employer focused on customer insight and innovation.
- Benefits: Generous salary, 34-39 days leave, health cash plan, and flexible working.
- Why this job: Make a real impact on customers' lives and set new standards in the sector.
- Qualifications: Proven leadership in customer service and strategic planning experience required.
- Other info: Embrace a culture of inclusivity and continuous improvement.
The predicted salary is between 100000 - 130000 £ per year.
Circa £125,000 - £130,000 per annum plus car allowance of £5484, 34 days leave rising to 39 days and health cash plan from £1140. Permanent, full-time (37.5 hpw) National role with regular travel and hybrid working.
First impressions count, and so do lasting ones! As our Director of Customer Experience, you'll lead our evolution in how we listen, involve and deliver for our customers, setting the standards that influence our whole organisation and the sector. You'll champion inclusive and meaningful customer involvement, broaden and diversify voices, strengthen governance, and use insight and technology to drive smarter decisions. You'll be the driving force behind delivering customer-focused strategies, ensuring we stand out and shine as an organisation that goes above and beyond to deliver exceptional customer experience across every part of our services. We're not just looking for a leader; we're looking for a visionary who'll help our customers feel heard, valued, and cared for, making a lasting impact.
What you'll do:
- Lead our customer experience strategy, setting a bold vision and delivering exceptional, seamless end-to-end journeys that push boundaries and keep Home Group at the forefront of customer excellence.
- Drive consistent, high-quality customer service across all our regions through strong, clear and expert leadership.
- Use customer insight to shape priorities, improve services, drive engagement and focus on what truly matters most to customers.
- Collaborate with our Board, Executive, and Senior Management teams to guide customer experience strategies, making informed, impactful decisions.
- Foster a continuous learning environment, using customer feedback to improve services and setting clear standards aligned with our Customer Promise.
Why join us:
You’ll shape sector-leading customer experience, influence decisions at the highest level, and lead talented teams in a culture built on customer insight, listening, innovation and continuous improvement. You’ll make a real impact on customers' lives while helping set new standards across Home Group and the wider housing sector. Be part of one of the UK’s top 10 Great Places to Work!
You have:
- Outstanding leadership skills and a strategic mindset, capable of inspiring change and driving customer service excellence in a complex, heavily regulated environment.
- Extensive experience in leading high-performing customer service teams within the sector, with a successful track record in strategic planning and delivery in consumer-focused sectors.
- Experience of managing large-scale contact centres and leveraging digital innovations such as AI to enhance customer experiences.
- Commercial acumen, skilled in financial management, budgeting, and understanding core business metrics to drive organisational success.
- Exceptional people management abilities, inspiring and embedding a high-performance culture, unafraid of making tough decisions or having challenging conversations.
- A strong communicator and influencer, adept at aligning teams with our mission, strategy, goals, values, and customer promise, ensuring everyone is moving in the right direction.
Stronger together:
We welcome applications from everyone and are especially keen to hear from people currently underrepresented in our workforce including people from ethnic minority backgrounds, those who identify as female, LGBTQ+ or who are disabled.
The practical bits:
- Flexible hybrid working (based from any of our national offices) with regular travel to the North-East, where our Head Office is based and working from home too.
- You’ll work Monday to Friday. Our core hours are 9.00 am to 5.30 pm with flexibility built in.
- A full current driving licence as you’ll work and travel on a national basis and will be provided with a car allowance as part of your remuneration package to do that.
- You’ll need an Enhanced DBS check which we’ll pay for.
What's in it for you?
- 34 days leave, rising to 39 (this includes bank holidays and a me day). The option to buy 5 more each year.
- Health cash plan saving you (and your children) £1140+ each year covering dental, opticians, prescriptions and more.
- Matching pension contribution (up to 7% and life insurance of 3x basic salary).
- 800+ discounts on shops, holidays, days out, tech and more.
- Work your way with flexibility to balance life and work.
Click APPLY NOW to see our Director of Customer Experience candidate brief & Job Description, find out about us, for help to apply and for all our benefits. Roles can close early, so don’t wait. For reasonable adjustments email.
Director of Customer Experience employer: Home Group Limited
Contact Detail:
Home Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Customer Experience
✨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 that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just another candidate; you’re genuinely interested in their mission and values.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with their needs. Highlight your leadership skills and customer-focused strategies to stand out.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining us.
We think you need these skills to ace Director of Customer Experience
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer experience shine through! We want to see how much you care about making a difference and how you can inspire others to do the same.
Tailor Your Application: Make sure to customise your application to reflect the specific skills and experiences that align with our job description. Highlight your leadership abilities and any relevant achievements that demonstrate your strategic mindset.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key points stand out. This will help us quickly see why you’re the perfect fit for the role!
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. Plus, it’s super easy!
How to prepare for a job interview at Home Group Limited
✨Know Your Customer Experience Strategy
Before the interview, dive deep into the company's current customer experience strategy. Understand their vision and how they measure success. This will help you articulate how your leadership can enhance their approach and align with their goals.
✨Showcase Your Leadership Style
Prepare to discuss your leadership style and how it has driven results in previous roles. Use specific examples that highlight your ability to inspire teams and implement strategic changes that improved customer service.
✨Leverage Data and Insights
Be ready to talk about how you've used customer insights and data analytics to inform decisions in past positions. Highlight any experience with digital innovations like AI that have enhanced customer experiences, as this is crucial for the role.
✨Emphasise Inclusivity and Diversity
Given the emphasis on inclusive customer involvement, prepare to discuss how you've championed diverse voices in your previous roles. Share examples of how you've fostered an environment where all customers feel heard and valued.
