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 environment with opportunities for growth and community involvement.
- Why this job: Make a real impact by shaping how we engage with communities online.
- 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. Through our merger we’ve brought together shared values, skills and ambition, so we can build more affordable homes and make an even bigger difference in the communities we serve.
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
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 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.
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 Watford employer: Paradigm Housing
SettleParadigm is an exceptional employer that prioritises employee well-being and professional growth within a values-led organisation dedicated to social purpose. With a supportive work culture, comprehensive benefits including flexible hybrid working, generous leave, and funded training opportunities, employees are empowered to make a meaningful impact in the communities they serve while enjoying a balanced work-life environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement Officer (Digital) in Watford
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on SettleParadigm. Understand their values and mission, especially around community engagement. This will help you tailor your responses and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of a mirror. Focus on how your experience aligns with the role of Customer Engagement Officer (Digital) and be ready to share specific examples of your past work in digital engagement.
✨Tip Number 3
Show off your skills! If you have a portfolio of your digital content or projects, bring it along to the interview. This is a great way to visually demonstrate your expertise in user experience and digital engagement, making you stand out from the crowd.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. Mention something specific from your conversation to remind them of your enthusiasm for the role and the company. Plus, it shows you're proactive and keen to join their team!
We think you need these skills to ace Customer Engagement Officer (Digital) in Watford
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 showcase your skills in digital content creation, user journey mapping, and analytics. This helps us see how you fit into our mission!
Be Clear and Concise:Keep your writing straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your ideas flow logically. This will help us understand your thought process and communication style.
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. Familiarise yourself with user experience principles and accessibility standards, as these will be key topics during your interview.
✨Showcase 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 Discuss Accessibility
Accessibility is crucial for this position, so be prepared to discuss how you've created accessible content in the past. Think about specific challenges you've faced and how you overcame them, as well as your understanding of Web Content Accessibility Guidelines.
