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- Tasks: Lead customer experience strategies and drive meaningful change in services.
- Company: Join one of the UK’s top 10 Great Places to Work!
- Benefits: Enjoy 34-39 days 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: Hybrid role based in Newcastle with excellent career growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
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 based 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.
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.
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.
Head of Customer Experience in Newcastle upon Tyne employer: Home Group
Contact Detail:
Home Group 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 practising common questions and scenarios related to customer experience. We recommend using the STAR method to structure your answers – it’ll help you showcase your skills effectively!
✨Tip Number 3
Showcase your passion for customer experience during interviews. Share specific examples of how you've turned customer insights into actionable strategies. This will demonstrate your fit for the role and your commitment to making a difference.
✨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 genuinely interested in joining 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 for the Head of Customer Experience role. Highlight your experience in customer insight and how you've turned data into actionable strategies. We want to see how you can connect with our customers!
Showcase Your Leadership Skills: Since this role involves leading teams through change, share examples of how you've successfully managed teams in the past. We’re looking for someone who can build trust and drive high performance, so let us know how you’ve done that!
Be Data-Driven: We love a good story backed by data! When you describe your previous roles, focus on how you've used customer feedback and insights to shape services. Show us your strong digital skills and how they’ve helped improve customer experiences.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at Home Group
✨Know Your Customer Insights
Make sure you come prepared with examples of how you've turned complex customer data into actionable insights. This role is all about understanding the customer voice, 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. Share stories that highlight your experience in managing diverse teams and fostering an inclusive environment where every voice matters.
✨Be Ready to Discuss Engagement Strategies
Think about how you've previously grown customer engagement, both digitally and face-to-face. Prepare to talk about innovative ways you've involved customers in shaping services and policies, as this will be key to the role.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions that show your interest in their current customer experience initiatives and how you can contribute to their goals. This will demonstrate your enthusiasm and strategic thinking.
