Customer Experience Improvement Manager

At Bromford, we’re entering an exciting phase of growth and innovation—and we’re looking for a forward-thinking Customer Experience Improvement Manager to help shape the future of our services. If you’re passionate about people-led change, continuous improvement, and delivering real value for customers, this is your opportunity to make a lasting impact.

What You’ll Be Doing

In this pivotal leadership role, you’ll drive transformation across our services by putting customer experience and frontline insight at the heart of everything we do. You’ll lead collaborative, people-centred redesign projects that improve outcomes, reduce inefficiencies, and align with our strategic goals. You’ll engage colleagues, customers, and partners through co-design, workshops, and feedback loops—ensuring change is something we do with people, not to them. Using Lean methodologies and improvement tools, you’ll coach teams to assess and redesign processes, build local ownership, and embed sustainable change. You’ll also play a key role in aligning improvement activity with regulatory compliance and customer outcomes, tracking the impact of change through robust measurement frameworks. From facilitating inclusive workshops to co-creating communication strategies, you’ll help build a culture of continuous learning and shared ownership across the organisation.

What You’ll Bring

• Proven experience leading people-led service improvement in complex environments, ideally in public services or social housing.
• Deep knowledge of Lean and continuous improvement methods (e.g., value stream mapping, root cause analysis).
• Strong facilitation and stakeholder engagement skills, with the ability to influence at all levels.
• A track record of embedding sustainable improvements and cultural change.
• Strategic thinking combined with hands-on delivery and coaching.
• Strong data literacy and the ability to translate insight into action.
• Experience aligning change with compliance and performance requirements.
• Comfortable working in agile, evolving environments.

Qualifications

• Degree-level education or equivalent experience.
• Qualifications in Lean, continuous improvement, or change management (e.g., Lean Six Sigma, APMG).
• Project management certification (e.g., PRINCE2, Agile).
• Relevant professional qualification in housing or public services (e.g., CIH).

Why Bromford?

We’re more than a housing association—we’re a values-driven organisation that puts people first. Our purpose is simple but powerful: Enabling people to thrive. Whether it’s through safe, secure homes or inspiring, collaborative workplaces, we’re here to help people reach their full potential.