At a Glance
- Tasks: Lead customer experience strategy and ensure resident voice is central to all services.
- Company: Join SettleParadigm, a dynamic organisation focused on affordable housing and community impact.
- Benefits: Competitive salary of £123,936 plus excellent benefits and flexible hybrid working.
- Other info: Inclusive workplace committed to diversity and continuous improvement.
- Why this job: Shape the future of customer engagement and make a real difference in residents' lives.
- Qualifications: Proven senior leadership experience in social housing with a focus on customer experience.
The predicted salary is between 123936 - 123936 € per year.
Salary: £123,936 + Excellent Benefits (Inclusive of salary supplement)
Location: High Wycombe or Letchworth Garden City
Job Type: Permanent, full time, 37 hours per week.
SettleParadigm is a new organisation formed through the merger of Settle Group and Paradigm Housing Group. Our priority is to deliver more high-quality affordable homes, excellent services and neighbourhoods we can be proud of. We currently manage over 30,000 homes across Hertfordshire, Bedfordshire, Buckinghamshire and surrounding counties. By joining together, we are realising the benefits of scale while remaining locally focused and connected to the communities we serve. Our shared ambition is to build more affordable homes and deliver even greater impact for our residents.
About The Role
Reporting to the Executive Director of Customer and as a key member of the Leadership Team, you will:
- Lead the organisation’s customer experience strategy, ensuring the resident voice is embedded across all services, decision-making and continuous improvement.
- Oversee customer insight, engagement, data, quality assurance and compliance with Consumer Standards and Tenant Satisfaction Measures (TSMs).
- Champion a customer-centred culture, ensuring insight is translated into tangible service improvements and measurable outcomes.
- Act as the senior responsible owner for customer systems and digital solutions, driving innovation and enabling effective self-service and service delivery.
- Ensure full compliance with all relevant legislation, regulatory requirements and consumer standards, maintaining strong governance and inspection readiness.
- Provide strategic leadership across customer engagement and experience, influencing Executive, Board and key stakeholders.
- Drive performance, accountability and continuous improvement across multi-disciplinary teams and services.
The role will be based across our operating regions, with regular travel required and a flexible approach to hybrid working.
About You
We are seeking an exceptional senior leader with:
- Significant experience in a senior leadership role within social housing or a highly regulated environment, with a strong focus on customer experience.
- A proven track record of embedding customer voice, insight and engagement into organisational strategy and service delivery.
- Deep understanding of consumer regulation, including Consumer Standards and Tenant Satisfaction Measures.
- Strong analytical capability, with the ability to translate data and insight into actionable improvements.
- Experience leading system transformation, digital innovation and service improvement programmes.
- Outstanding stakeholder management and influencing skills, with the ability to operate at Executive and Board level.
- A passion for delivering excellent services and improving outcomes for residents and communities.
You will be a strategic, forward-thinking leader who combines vision with delivery, able to inspire teams and drive a culture of continuous improvement, accountability and customer focus.
Why join SettleParadigm?
This is a pivotal role within a dynamic and forward-thinking organisation undergoing significant transformation. You will play a central part in shaping how we listen to, engage with and deliver for our residents. We offer an ambitious, supportive environment where your leadership will directly impact resident satisfaction, service quality and the long‑term success of the organisation.
Our Commitment to Inclusion
At SettleParadigm, we know that our people are at the heart of everything we do. We believe that what makes working here different is our commitment to be a place where people enjoy their work, where everyone can belong, and where professionalism and passion shine through in everything we do. As an employer of over 1,000 people, we are committed to creating an inclusive workplace and community where everyone is respected, valued, and welcomed. We promote fairness and ensure no discrimination based on age, disability, gender, race, religion, or other protected characteristics. We positively promote diversity and welcome applications from individuals of all backgrounds, experiences and perspectives. Our recruitment process is fair and accessible, ensuring equal opportunities for all candidates. As a Disability Confident employer, we’re happy to make reasonable adjustments throughout the process, please let us know if there’s anything we can do to support you.
Director of Customer Experience employer: Paradigm Housing Group
SettleParadigm is an exceptional employer that prioritises a supportive and inclusive work culture, where your leadership as the Director of Customer Experience will directly influence resident satisfaction and service quality. With a commitment to employee growth and development, you will thrive in a dynamic environment that values innovation and community engagement, all while enjoying excellent benefits and a flexible hybrid working approach in the beautiful locations of High Wycombe or Letchworth Garden City.
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 related fields. Attend industry events, webinars, or local meet-ups to get your name out there and learn about potential opportunities.
✨Tip Number 2
Prepare for interviews by researching SettleParadigm thoroughly. Understand their mission, values, and recent projects. This will help you tailor your responses and show that you're genuinely interested in making an impact.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss specific examples of how you've driven customer experience improvements in previous roles. Use data and outcomes to back up your claims – numbers speak volumes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team at SettleParadigm.
We think you need these skills to ace Director of Customer Experience
Some tips for your application 🫡
Show Your Passion:When writing your application, let your passion for customer experience shine through. We want to see how much you care about improving services and making a difference for residents.
Tailor Your Application:Make sure to customise your application to reflect the specific requirements of the Director of Customer Experience role. Highlight your relevant experience and how it aligns with our mission at SettleParadigm.
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and skills without unnecessary fluff.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at Paradigm Housing Group
✨Know Your Customer Experience Strategy
Before the interview, dive deep into SettleParadigm's customer experience strategy. Understand how they embed the resident voice in their services and be ready to discuss how your experience aligns with their goals.
✨Showcase Your Analytical Skills
Prepare examples of how you've used data and insights to drive service improvements in previous roles. Be specific about the outcomes and how they relate to consumer standards and tenant satisfaction measures.
✨Demonstrate Stakeholder Management
Think of instances where you've influenced key stakeholders at an executive level. Be ready to share how you navigated challenges and built relationships to enhance customer engagement.
✨Emphasise Your Passion for Service Improvement
Articulate your commitment to delivering excellent services. Share your vision for how you would champion a customer-centred culture at SettleParadigm and inspire teams to focus on continuous improvement.
