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 the number of new affordable homes we build.
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
What We're Looking For
Must haves:
- 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
At SettleParadigm, we believe in creating an environment where our people feel valued, supported, and inspired to grow. Our comprehensive benefits and rewards package reflects this commitment.
- 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
And that's just the beginning! We're also thrilled to provide:
- 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 will 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.
Please ensure you fully answer the questions on the application form.
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) in Letchworth Garden City employer: Paradigm Housing
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 and inclusive work culture, comprehensive benefits including generous leave and health plans, and opportunities for training and community engagement. Join us in Letchworth Garden City or High Wycombe to make a meaningful impact while enjoying a flexible hybrid working model.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement Officer (Digital) in Letchworth Garden City
✨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 their mission.
✨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.
✨Tip Number 3
Network, network, network! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge and potentially a referral, which can really boost your chances.
✨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) in Letchworth Garden City
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for digital engagement shine through! We want to see how passionate you are about creating accessible online experiences and making a difference in the community.
Tailor Your Content:Make sure to customise your application to highlight your relevant experience. Use examples that align with the role's responsibilities, like your work with user journeys or digital content creation. This helps us see how you fit into our team!
Be Clear and Concise:We appreciate straightforward communication, so keep your application clear and to the point. Avoid jargon unless it’s relevant, and make sure your key skills and experiences stand out. We want to understand your journey easily!
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 the role. Plus, it’s super easy to do!
How to prepare for a job interview at Paradigm Housing
✨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. Be ready to discuss how you've designed user journeys and created accessible content in your previous roles.
✨Show Off Your Analytical Skills
Since you'll be analysing user behaviour and engagement data, come prepared with examples of how you've used tools like GA4 or Tag Manager. Highlight any insights you've derived from data and how they influenced decision-making in past projects.
✨Demonstrate Your Project Management Prowess
This role involves project management for the Connect platform relaunch, so be ready to share specific examples of projects you've managed. Talk about your approach to keeping things on track and how you handle changes or challenges that arise.
✨Engage with Their Values
SettleParadigm is all about community and social purpose. Make sure you express your passion for creating accessible online experiences and how you can contribute to their mission of building stronger communities. Show them you're not just looking for a job, but a chance to make a difference.
