Director, Customer Experience & Digital Transformation in London

As Director of Customer Experience, reporting to the Chief Customer Officer, you will lead the organisation’s resident-first approach shaping customer experience and operational delivery across all resident-facing services as part of the new target operating model. You will ensure that all resident contact is managed effectively through a modern omni-channel model, driving a consistent, empathetic, and high-quality experience. You will use data, insight, and resident feedback to shape services, influence policy, and continuously improve outcomes for residents.

• Develop and deliver a clear, organisation-wide customer experience strategy aligned to corporate objectives and regulatory requirements.
• Oversee all resident contact through the Customer Contact Centre and omni-channel solutions, including repairs reporting, complaints, surveys, and engagement activity.
• Ensure the right systems, knowledge base, and tools are in place to achieve 80% right-first-time resolution.
• Work closely with Repairs and Service Delivery teams to deliver an effective, resident-focused repairs reporting and resolution service.
• Lead digital transformation initiatives to improve accessibility, self-service, efficiency, and customer satisfaction.
• Use customer insight, complaints learning, and performance data to drive service improvement and inform policy development.
• Act as the principal advisor to the Executive Team and Board on customer experience, complaints, and resident engagement.
• Champion a customer-first culture across the organisation, embedding empathy, accountability, and continuous improvement.

Responsibilities

• Provide strategic leadership across customer contact, complaints management, insight, and engagement functions.
• Ensure complaints are managed effectively and in line with legislation, Housing Ombudsman Service guidance, and regulatory expectations.
• Oversee operational customer service policies, ensuring they are effective, relevant, and legally compliant.
• Ensure adherence to Regulator of Social Housing standards and other relevant legislation.
• Monitor risk, performance, quality, and compliance across all customer experience functions.
• Engage residents in the co-design of services, ensuring lived experience shapes service delivery and improvement.
• Build strong relationships with residents, local authorities, regulators, and sector partners.
• Lead, develop, and inspire high-performing teams, creating a culture of accountability, inclusion, and excellence.

The ideal candidate

• Proven senior leadership experience in customer experience within housing or a similarly regulated sector.
• Strong understanding of social housing regulation, complaints handling, and compliance requirements.
• Demonstrable experience of service transformation and digital innovation.
• Excellent stakeholder engagement skills, with experience influencing at Executive and Board level.
• High emotional intelligence with the ability to lead cultural and behavioural change at scale.
• Degree in Business, Housing, Social Care, or a related field.
• Professional housing qualification (CIH or equivalent).
• Experience using customer experience frameworks, insight, and analytics tools.

Benefits include:

Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team. If you are successful and are offered this role with us, this offer will be subject to a number of pre-employment checks, including checks of your public online presence and public social media profiles. If you have any questions about what this will involve, please speak to a member of the HR Team. NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.