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For Companies At a Glance
- Tasks: Lead transformative projects to enhance customer experience and drive continuous improvement.
- Company: Bromford is a values-driven organisation focused on enabling people to thrive.
- Benefits: Enjoy a dynamic work environment with opportunities for personal growth and impactful change.
- Why this job: Make a real difference in people's lives while fostering a culture of collaboration and learning.
- Qualifications: Degree-level education or equivalent experience; knowledge of Lean methods and project management certifications required.
- Other info: Join us in Tewkesbury and be part of our exciting growth journey!
The predicted salary is between 36000 - 60000 £ per year.
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.
Ready to Make a Difference?
Please submit your application by Sunday 29 June. Interviews are likely to be held week commencing 7 July 2025 at our Tewkesbury office. We’re excited to hear from passionate individuals ready to lead meaningful change.
Customer Experience Improvement Manager employer: Housing Diversity Network
Contact Detail:
Housing Diversity Network Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Improvement Manager
✨Tip Number 1
Familiarise yourself with Lean methodologies and continuous improvement tools. Being able to discuss specific techniques like value stream mapping or root cause analysis during your conversations will show your expertise and passion for the role.
✨Tip Number 2
Engage with current trends in customer experience and service improvement, especially within public services or social housing. This knowledge will help you demonstrate your understanding of the sector and how you can contribute to Bromford's goals.
✨Tip Number 3
Prepare examples of past projects where you've successfully led people-centred change. Highlighting your facilitation and stakeholder engagement skills will be crucial in showcasing your ability to influence and drive transformation.
✨Tip Number 4
Network with professionals in the housing and public services sectors. Building connections can provide insights into the challenges they face and how you can position yourself as a solution-oriented candidate for Bromford.
We think you need these skills to ace Customer Experience Improvement Manager
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and qualifications required for the Customer Experience Improvement Manager position. Tailor your application to highlight how your skills and experiences align with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasise your proven experience in leading people-led service improvement, particularly in complex environments. Use specific examples that demonstrate your knowledge of Lean methodologies and your ability to drive transformation.
Showcase Your Skills: Make sure to showcase your strong facilitation and stakeholder engagement skills. Provide examples of how you've influenced change at various levels within an organisation, as this is crucial for the role.
Craft a Compelling Cover Letter: Write a cover letter that not only outlines your qualifications but also conveys your passion for customer-led change and continuous improvement. Explain why you want to work for Bromford and how you can contribute to their mission of enabling people to thrive.
How to prepare for a job interview at Housing Diversity Network
✨Showcase Your People-Centric Approach
As a Customer Experience Improvement Manager, it's crucial to demonstrate your passion for people-led change. Be prepared to share specific examples of how you've engaged colleagues and customers in previous projects, highlighting your collaborative approach.
✨Highlight Your Lean Methodologies Knowledge
Make sure to discuss your experience with Lean and continuous improvement methods. Bring along examples of how you've successfully implemented tools like value stream mapping or root cause analysis to drive transformation in past roles.
✨Prepare for Stakeholder Engagement Scenarios
Expect questions about your facilitation and stakeholder engagement skills. Prepare scenarios where you've influenced decision-making at various levels, showcasing your ability to build relationships and foster collaboration.
✨Demonstrate Data Literacy
Since the role requires strong data literacy, be ready to discuss how you've used data to inform decisions and track the impact of changes. Share examples of how you've translated insights into actionable strategies that align with compliance and performance requirements.
