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- Tasks: Lead customer experience strategies and drive meaningful change in our services.
- Company: Join one of the UK's top 10 Great Places to Work!
- Benefits: Competitive salary, generous leave, health cash plan, and flexible working.
- Why this job: Make a real impact on communities and shape customer experiences.
- Qualifications: Experience in customer insight and leading teams through change.
- Other info: Inclusive culture with strong support for wellbeing and diversity.
The predicted salary is between 75000 - 105000 £ per year.
Circa £75,000 per annum plus car allowance. 34 days leave rising to 39 (including bank holidays and a Me day) and 2 paid volunteering days each year. Permanent, full time (37.5 hpw), hybrid role in Newcastle upon Tyne.
Home, a place where you belong. Connecting customer experience to create real change, you will ensure our homes and services are shaped by the customers we serve. You will lead how customers experience Home Group, driving our customer influence, community development and customer experience strategies and setting a bold new direction. You will grow our engagement offer with customers, widen who we listen to, turn insight and data into action, and champion the customer voice so decisions feel different.
What you'll do:
- Lead customer influence and involvement strategies that keep services clear, fair and easy.
- Turn customer data and Tenant Satisfaction Measures into simple actions that improve services.
- Build inclusive involvement so diverse customers shape policies, priorities and service design.
- Grow digital and face to face engagement so more customer voices guide decisions.
- Report meaningful insight to leaders, boards and committees, driving timely improvements and change initiatives across the organisation.
Why join us:
Join us at a real turning point for customer experience. You will lead change that leaders are hungry for, with access to boards, committees and senior teams who want your challenge. You will see your work land in real homes and communities, not just in slide decks. Be part of one of the UK’s top 10 Great Places to Work!
You have:
- Deep customer insight experience, turning complex data into clear, practical actions and programmes of change.
- Led customer experience work in a regulated setting or equivalent, ideally in the housing, care or public sector. An understanding of our customers across our communities is crucial to success!
- Designed and delivered inclusive involvement that brings real customer voice into big decisions.
- Strong digital and data skills to grow and use customer feedback and insight to create a vision for the future.
- Senior people management skills, experience leading teams through change while building trust, pace and high performance.
Stronger together:
We do our best work when we're ourselves. That's why inclusion, wellbeing, and our diversity networks help make Home Group a great place to work!
The practical bits:
- Flexible hybrid working based from our Head office in central Newcastle upon Tyne, and from home.
- You’ll have a full current driving license as you’ll work and travel on a national basis, you’ll have a car allowance as part of your remuneration package.
- You’ll need a basic DBS check which we’ll pay for.
What's in it for you?
- 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.
- Family friendly policies including maternity, paternity, adoption, neonatal, fertility and menopause support.
Find out more. Click APPLY NOW to see our Head of Customer Experience 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.
Head of Customer Experience in Newcastle upon Tyne employer: Home Group Limited
Contact Detail:
Home Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. The more you engage with others, the better your chances of landing that Head of Customer Experience role.
✨Tip Number 2
Prepare for interviews by researching the company and its customer experience strategies. Be ready to discuss how your insights can drive real change at Home Group. Show them you’re not just another candidate!
✨Tip Number 3
Practice your storytelling skills! Share specific examples of how you've turned customer data into actionable insights. This will help you stand out and demonstrate your deep understanding of customer experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of our team at Home Group.
We think you need these skills to ace Head of Customer Experience in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer insight and engagement. We want to see how your skills align with our mission to shape services based on customer feedback.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you've turned data into actionable insights. We love seeing real results, so let us know how you’ve made a difference in previous roles!
Be Authentic: We value diversity and inclusion, so be yourself! Share your unique perspective and experiences that can contribute to our customer experience strategies. Authenticity goes a long way in making a connection with us.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to receive your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Home Group Limited
✨Know Your Customer Insights
Make sure you come prepared with examples of how you've turned customer data into actionable insights. This role is all about shaping services based on customer feedback, so be ready to discuss specific strategies you've implemented in the past.
✨Showcase Your Leadership Skills
As a Head of Customer Experience, you'll need to demonstrate your ability to lead teams through change. Prepare to share stories about how you've built trust and high performance within your teams, especially in challenging situations.
✨Emphasise Inclusivity
This position requires designing inclusive involvement strategies. Be ready to talk about how you've engaged diverse customer voices in decision-making processes and how that has shaped policies or service designs in your previous roles.
✨Be Ready for Data Discussions
Since strong digital and data skills are crucial, brush up on your knowledge of Tenant Satisfaction Measures and other relevant metrics. Be prepared to discuss how you've used these tools to drive improvements and influence decisions in your previous positions.
