At a Glance
- Tasks: Drive customer experience improvements using data and insights to enhance service delivery.
- Company: Join RE:GEN Group, a purpose-driven organisation focused on sustainable housing regeneration.
- Benefits: Enjoy competitive salary, private healthcare, pension scheme, and bonus opportunities.
- Other info: Work in a dynamic environment with opportunities for professional growth and travel.
- Why this job: Make a real impact by transforming customer feedback into actionable insights.
- Qualifications: Strong analytical skills and experience in customer-focused roles are essential.
The predicted salary is between 40000 - 50000 £ per year.
RE:GEN Group is a purpose-driven organisation specialising in safe, sustainable social housing regeneration. We are committed to enhancing lives, supporting communities and delivering best-in-class solutions across the North, with people, partnership and long-term value at the heart of our approach.
We are looking for a Customer Experience Insights Manager to help drive continuous improvement across our customer experience activity. This is a key role for someone who can turn customer feedback, performance data and operational insight into clear actions that improve service delivery, strengthen customer outcomes and support proactive decision making.
Working closely with operational teams, clients and senior stakeholders, you will develop meaningful KPIs, reporting and early warning indicators that identify trends, risks and emerging performance issues before they escalate. You will use data and analytics to understand root causes, recommend practical improvements and help embed a consistent, customer-focused approach across contracts and regions.
The successful candidate will bring strong analytical skills, excellent stakeholder engagement and a proactive, solutions-focused mindset. You will be confident interpreting data, presenting insight, influencing change and supporting teams to deliver measurable improvements in customer experience.
The Customer Experience Insights Manager will support delivery of RE:GEN’s customer experience strategy by using customer insight, performance data and analytics to drive continuous improvement across contracts and regions. The role will act as a key link between operational teams, clients and the wider business, ensuring customer-focused priorities are translated into measurable actions and embedded consistently within operational delivery.
The post holder will translate the Group customer experience strategy into practical, measurable improvements by establishing robust data capture, performance reporting and insight processes. They will use analytics to identify trends, risks and emerging performance issues at an early stage, enabling proactive intervention and evidence-based decision making.
The role combines hands-on delivery with strategic influence, supporting operational teams to understand performance, address root causes and implement sustainable improvements that enhance customer satisfaction, service delivery and engagement.
We are currently recruiting for two positions, which can be based at any of our operational office locations: North East (Sunderland), YEM (Wakefield), North West (Warrington), or Midlands (Tamworth). Please note that regular travel to all of these locations is an essential requirement of the role.
Closing Date - Friday 7th August 2026. *Please note we may close applications early if we receive a large volume of applicants.
Daily Responsibility
- Work with the Head of Customer Experience and wider teams to deliver customer experience projects and initiatives, translating strategic objectives into clear regional action plans and ensuring consistent implementation across the Customer function.
- Design, maintain and review a suite of local, regional and Group customer experience KPIs, ensuring measures remain aligned to client requirements, regulatory standards and business priorities.
- Analyse, interpret and report on customer feedback, complaints, service performance and other relevant data to provide clear insight, recommendations and action plans that drive continuous improvement.
- Develop regular performance reporting that highlights trends, risks, exceptions and early warning indicators, enabling operational teams and senior stakeholders to take timely corrective action.
- Use insight, benchmarking and appropriate technology solutions to improve customer feedback processes, performance monitoring and service delivery, ensuring activity supports Group customer experience objectives.
- Act as the customer experience representative for designated regions, ensuring customer and client priorities are understood, represented and embedded within operational delivery.
- Build and maintain effective relationships with operational teams, client counterparts and internal stakeholders, acting as a trusted adviser on customer experience insight, performance and improvement.
- Support regional teams with workforce planning, training requirements and the effective use of systems and technology to improve consistency, capability and customer outcomes.
- Provide evidence-based options and recommendations to address customer issues, balancing customer needs, business priorities and risk management while maintaining high standards of service.
- Monitor complaints, resolutions, service level performance and recurring themes to identify root causes, improvement opportunities and emerging risks in line with Housing Ombudsman expectations and client-specific requirements.
- Contribute to the review, development and implementation of customer service policies and procedures, ensuring they support good governance, relevant legislation, housing sector priorities and best practice in customer service.
- Lead, coach and support Customer Experience Managers, promoting consistent standards, effective problem solving and a culture of continuous improvement across customer interactions and service delivery.
- Comply with business confidentiality and information security policies, including GDPR and relevant legislation, ensuring all customer data is handled securely and appropriately.
Other Duties
- Manage RE:GEN internal systems, data capture processes and reporting requirements to support accurate insight and performance monitoring.
- Support the preparation of KPI data, performance dashboards and Board reports.
- Managing health and safety issues in your area of responsibility in line with the relevant section(s) of the relevant Health and Safety Policy.
Qualifications - Essential
- Relevant qualification in customer service or management, or equivalent experience.
- Evidence of ongoing professional development.
Qualifications - Desirable
- Additional qualifications or experience in customer service-related fields.
- Experience in data analytics to support strategic decisions.
Experience - Essential
- Experience working in a customer focused role, ideally within a construction or social housing environment.
- Experience using customer systems such as CRM platforms and feedback tools.
- Experience analysing customer and operational performance data, producing insight reports and using analytics to support decision making and continuous improvement.
Experience - Desirable
- Experience of introducing new systems in either customer or for data collection.
Skills / Knowledge - Essential
- Ability to interpret data, identify trends and translate insight into practical improvement actions.
- Able to develop performance reporting and early warning indicators that highlight risks, exceptions and emerging service issues.
- Problem solving skills with a proactive, solutions focused approach.
- Strong communication skills with the ability to engage and influence stakeholders at different levels.
- Up-to-date knowledge of customer service practices, concepts, and themes including customer relations issues.
- Team player – to ensure the implementation of joined-up services to the Group and ability to coach and support colleagues.
- Good interpersonal and influencing skills.
- Able to demonstrate a solution-focused, can-do attitude in a customer-focused service delivery team.
- Ability to manage multiple priorities and work in a fast-paced environment.
- Able to build rapport and relationships and establish confidence and credibility in the service offer being delivered.
- IT literate, competent in the use of MS Office, including Word, Excel, PowerPoint and Outlook.
Skills / Knowledge - Desirable
- Qualifications or demonstrable experience in Continuous Improvement or Lean process design.
RE:GEN Employee Benefits
- Competitive salary and benefits based on experience.
- Pension contribution scheme.
- Life assurance scheme.
- Private healthcare available.
- Bonus scheme.
- Volunteering Scheme.
- Salary Sacrifice Electric Car Scheme.
Customer Experience Insights Manager in Sunderland employer: Re:Gen Group
RE:GEN Group is an exceptional employer that values data-driven decision-making and fosters a collaborative work culture. As a Senior Data Analyst, you will have the opportunity to work closely with the Executive Board and key stakeholders, driving impactful insights that contribute to business growth. With competitive benefits including private healthcare, a pension scheme, and free gym access, RE:GEN Group supports your professional development and well-being in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Insights Manager in Sunderland
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Re:Gen Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Re:Gen Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Insights Manager in Sunderland
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Re:Gen Group:Your cover letter is your chance to shine! Tell us why you want to work at Re:Gen Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Re:Gen Group!
How to prepare for a job interview at Re:Gen Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
