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- Tasks: Lead the transformation of customer experience for over 65,000 households.
- Company: Join Notting Hill Genesis, a leading not-for-profit housing association in London.
- Benefits: Enjoy flexible working, generous leave, and a supportive work culture.
- Why this job: Make a real impact by championing a resident-first approach in a dynamic environment.
- Qualifications: Proven leadership in customer experience, ideally within housing or regulated sectors.
- Other info: Be part of a diverse team committed to continuous improvement and innovation.
The predicted salary is between 127209 - 141343 £ per year.
Contract: Permanent
Location: (London) Bruce Kenrick House, 2 Killick Street, London N1 9FL / (Chelmsford) The Frederick Chancellor Building, Victoria Road South, Chelmsford, Essex, CM1 1LN
Salary: £127,209 to £141,343 per annum for 40 hours per week
Hybrid arrangements - At least three days a week in an office or in a community/site based/partnership setting. On other days, working from home may be possible, depending on the work needed and the interaction required.
At Notting Hill Genesis, our residents are at the heart of everything we do. As Director of Customer Experience, you will play a pivotal leadership role in shaping how over 65,000 households experience our services every day. This is a high-impact opportunity for a senior customer leader to transform end-to-end resident experience across a large, complex housing organisation. You will set the strategic direction for customer contact, complaints, insight, and digital engagement whilst championing the voice of the resident at Executive and Board level and embedding a truly customer-first culture across the organisation.
What you'll do
- 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.
- Ensure that all resident contact is managed effectively through a modern omni-channel model, driving a consistent, empathetic, and high-quality experience.
- Use data, insight, and resident feedback to shape services, influence policy, and continuously improve outcomes for residents.
- Balance strategic transformation with operational excellence and ensuring compliance with regulatory standards while delivering services that are accessible, responsive, and right first time.
How you'll do it
- 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
We believe great service starts with great people, and we are committed to recruiting and developing passionate, talented, and forward-thinking individuals.
Essential
- 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.
Desirable
- 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.
Behaviours for success
You will live our values and bring them to life through your work:
- Compassionate - putting people and residents at the heart of decisions.
- Progressive - striving for continuous improvement and innovation.
- Dependable - consistently delivering high-quality, reliable outcomes.
- Inclusive - valuing diversity and collaboration across all teams.
- Empowered - enabling others to achieve their best.
What's in it for you?
Once you join us, you'll find plenty of opportunities to grow within our organisation. You'll also have access to a wide range of learning and development options to help you achieve and maximise your potential.
Benefits include
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
- Generous pension scheme
- Enhanced maternity, paternity, and adoption pay (qualifying period may apply)
- Employee assistance - free confidential advice and counselling services
- Health cash plan
- Staff discounts across hundreds of retailers, gyms, restaurants, and entertainment venues
- Interest-free loans (season ticket, tenancy deposit, and training loans)
- Cycle to work scheme
- Life Assurance - 4x annual salary
All about us
Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and 10,000 more in our pipeline and we employ around 1,800 employees.
Equality, diversity and inclusion
We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.
If you are interested, please send your application now! Closing date is 08 February 2026. 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 via jobs@nhg.org.uk.
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.
Director of Customer Experience employer: Notting Hill Genesis
Contact Detail:
Notting Hill Genesis Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Customer Experience
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector or customer experience field. Attend industry events, webinars, or even local meet-ups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Notting Hill Genesis and understanding their values. Think about how your experience aligns with their mission of putting residents first. Be ready to share specific examples of how you've transformed customer experiences in the past.
✨Tip Number 3
Showcase your leadership skills! During interviews, highlight your ability to inspire teams and drive cultural change. Discuss how you've successfully led initiatives that improved customer satisfaction and engagement in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in joining our team at Notting Hill Genesis. Get your application in early to stand out!
We think you need these skills to ace Director of Customer Experience
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer experience and leadership. We want to see how your skills align with our mission of putting residents at the heart of everything we do.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve transformed customer experiences or led successful initiatives. We love seeing quantifiable results that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We value compassion, inclusivity, and a progressive mindset, so don’t hesitate to share your unique perspective and approach to customer service.
Apply Through Our Website: For the best chance of success, make sure to submit your application through our official website. It’s the easiest way for us to review your application and get back to you quickly!
How to prepare for a job interview at Notting Hill Genesis
✨Know Your Customer Experience Strategy
Before the interview, dive deep into Notting Hill Genesis's approach to customer experience. Familiarise yourself with their current strategies and think about how you can contribute to shaping a resident-first culture. This will show your genuine interest and understanding of their mission.
✨Prepare for Scenario-Based Questions
Expect questions that assess your leadership skills in customer experience. Prepare specific examples from your past where you've successfully transformed service delivery or handled complaints. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Showcase Your Emotional Intelligence
As a senior leader, emotional intelligence is key. Be ready to discuss how you've led teams through change, fostered inclusivity, and built strong relationships with stakeholders. Highlight instances where your empathy made a difference in service outcomes.
✨Engage with Their Values
Notting Hill Genesis values compassion, progressiveness, dependability, inclusivity, and empowerment. Think of ways you've embodied these values in your previous roles. During the interview, weave these values into your answers to demonstrate alignment with their culture.
