At a Glance
- Tasks: Lead digital engagement and create user-friendly online experiences for residents.
- Company: Join SettleParadigm, the largest housing group in the region with a social purpose.
- Benefits: Enjoy a competitive salary, generous holiday, flexible working, and health benefits.
- Other info: Inclusive workplace committed to diversity and personal development opportunities.
- Why this job: Make a real impact on community engagement while growing your career in a supportive environment.
- Qualifications: Experience in digital engagement, UX design, and strong communication skills required.
The predicted salary is between 41185 - 41185 £ per year.
Salary: £41,185 + excellent benefits
Location: Letchworth Garden City or High Wycombe
Hybrid working: Two days per week in the office, and three days from home (with occasional travel between offices and in the community)
Contract: 12-month fixed term contract
Hours: Full time, 37 hours per week (Monday - Friday)
Are you looking to join a growing, values‑led organisation with a clear social purpose? At SettleParadigm, we’re proud to be the largest housing group in the region, managing over 30,000 homes across Buckinghamshire, Bedfordshire, and Hertfordshire. Everything we do is about delivering excellent services, high quality homes, neighbourhoods we can be proud of and maximising number of new affordable homes we build.
If you're ready to grow your career in a supportive, inclusive environment while helping to shape stronger communities, we’d love to welcome you on our journey. Together, we’re building a better future.
We're looking for a Customer Engagement Officer (Digital) to join our Customer Insight and Influence team on a 12-month fixed-term contract. This is a key role where you will shape how we engage with residents online and help ensure their voices influence decisions across the organisation. If you are passionate about digital engagement, user experience and creating accessible online journeys, this is a brilliant opportunity to make a meaningful impact.
About The Role
You will lead the evolution of our digital engagement platform, "Connect", and help us build a modern, accessible and resident friendly online experience. You will design digital journeys, create engaging content, analyse user behaviour and support colleagues to deliver high quality digital engagement across a range of projects. You will also play a central role in the redesign and rebrand of the Connect platform, working closely with Communications, IT and colleagues across the business. This is a hands on role that blends digital content design, UX, analytics, project management and resident engagement.
Key Responsibilities
- Act as the go-to expert for digital engagement across SettleParadigm
- Manage day-to-day activity on the Connect platform including content creation, publishing and optimisation
- Design clear and intuitive user journeys that make it easy for residents to take part
- Create engaging digital content including pages, surveys and interactive tools
- Ensure accessibility to Web Content Accessibility Guidelines Level AA
- Develop resident friendly email and SMS communications using segmentation and targeting
- Analyse engagement data using GA4, Tag Manager or similar tools
- Translate insight into recommendations that influence decision making
- Train and support colleagues to create and publish content
- Project manage the Connect platform relaunch for Autumn twenty twenty six
- Review and improve our digital engagement offer with input from residents and colleagues
- Support use of CX Feedback to improve local engagement and customer surveys
- Support impact assessments and help publicise outcomes through articles, blogs and stories
- Support in person engagement including Big Door Knocks and local events
Must Haves & What We’re Looking For
- Experience designing and delivering digital engagement or digital research
- Experience creating accessible digital content and communications
- Experience mapping and improving user journeys using UX and inclusive design
- Experience designing mobile-first experiences
- Experience using analytics tools such as GA4, Tag Manager or Hotjar
- Experience working with accessibility standards
- Strong project management skills
- Strong verbal communication skills
- Strong written communication skills for content and reporting
- Strong analytical skills
- Ability to build relationships with colleagues and customers
- Ability to work independently and deliver end-to-end initiatives
- Flexibility and comfort with change
Nice to haves
- Experience working in housing or a regulated service
- Experience managing risk in public facing digital content
- Experience planning and running usability testing
- Experience designing and delivering customer surveys
- Confidence in facilitation and presenting
- An innovative mindset with creative problem solving
Benefits
- Annual salary: £41,185 per annum
- 25 days holiday, increasing with service, plus Christmas closure and buy options
- Generous pension scheme – up to 9.5% employer contribution via salary sacrifice
- Family-friendly leave: Enhanced maternity, paternity, and adoption leave
- Health cash plan – claim up to £1,800 for everyday health costs (plus free kids’ cover)
- Life cover and income protection
- Flexible working – hybrid options, modern offices, free parking & EV charging
- Mental Health First Aiders available to support
- Car leasing via salary sacrifice (for permanent colleagues subject to conditions)
- Funded training, qualifications & apprenticeships
- 3 paid volunteering days in the local communities
- Peer-recognition rewards platform
- Paid professional subscription (one per year)
Working Hours & Additional Pay
37 hours per week, Monday - Friday.
Our Commitment
We are committed to creating an inclusive workforce, by reflecting and representing the diversity of the communities we serve. We would like to encourage applications from disadvantaged socio‑economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ+ community and people from underrepresented groups.
Accessibility and Adjustments
We are committed to providing reasonable adjustments throughout our recruitment process and we’ll always endeavour to be as accommodating as possible. Please let us know in advance of any suitable arrangements required. Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a basic or enhanced Criminal Disclosure, which will be carried out when a conditional offer is made.
Closing Date: 15.06.2026. We reserve the right to close this vacancy earlier than the closing date should we find a suitable candidate.
Customer Engagement Officer (Digital) - 12m FTC in Letchworth employer: Paradigm Housing Group
SettleParadigm is an exceptional employer that prioritises employee well-being and professional growth within a values-driven organisation. With a strong commitment to social purpose, we offer a supportive work culture, comprehensive benefits including flexible working arrangements, generous leave policies, and opportunities for training and development. Join us in Letchworth Garden City or High Wycombe to make a meaningful impact in the communities we serve while enjoying a fulfilling career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement Officer (Digital) - 12m FTC in Letchworth
✨Tip Number 1
Get to know the company before your interview! Research SettleParadigm's values and recent projects. This will help you tailor your answers and show that you're genuinely interested in making a difference in the communities they serve.
✨Tip Number 2
Practice your digital engagement skills! Be ready to discuss how you've designed user journeys or created engaging content in the past. Use examples that highlight your experience with analytics tools like GA4 or Tag Manager.
✨Tip Number 3
Network, network, network! Connect with current employees on LinkedIn or attend local events related to housing and community engagement. Building relationships can give you insider info and might even lead to a referral!
✨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 the team at SettleParadigm.
We think you need these skills to ace Customer Engagement Officer (Digital) - 12m FTC in Letchworth
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of Customer Engagement Officer. We want to see how you can contribute to our mission of creating accessible online journeys for residents.
Showcase Your Digital Skills:Since this role is all about digital engagement, don’t hold back on showcasing your experience with digital content creation and user experience design. We’re keen to see examples of your work that demonstrate your ability to create engaging and accessible content.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use straightforward language to explain your experiences and achievements. We appreciate a well-structured application that makes it easy for us to see your potential.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team at SettleParadigm!
How to prepare for a job interview at Paradigm Housing Group
✨Know Your Digital Engagement Stuff
Make sure you brush up on your knowledge of digital engagement platforms, especially the 'Connect' platform mentioned in the job description. Familiarise yourself with user experience principles and accessibility standards, as these will be key topics during your interview.
✨Show Off Your Project Management Skills
Prepare to discuss your project management experience, particularly any relevant projects where you've led digital initiatives. Be ready to share specific examples of how you managed timelines, collaborated with teams, and delivered successful outcomes.
✨Engage with Data
Since analysing engagement data is a big part of this role, make sure you can talk about your experience with analytics tools like GA4 or Tag Manager. Bring examples of how you've used data to inform decisions or improve user journeys in past roles.
✨Be Ready to Collaborate
This role involves working closely with various teams, so be prepared to discuss how you build relationships and communicate effectively with colleagues. Think of examples where you've successfully collaborated on projects or influenced decision-making through your insights.
