Customer Insights and Outcomes Manager in London

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.

We have an exciting opportunity for a Customer Insights and Outcomes Manager to join our dynamic Customer Experience and Engagement team. The team plays a key role in covering customer insight and analysis, complaint management and learning, local communication plans, resident engagement and consumer regulation across the Group’s Affordable Housing.

In this role, you will establish and maintain a single, trusted source of customer insight across the Affordable Housing business. This includes ensuring high-quality data, governance and analysis to enable evidence-led decision making, improve customer outcomes, strengthen regulatory compliance and drive service performance.

The role of Customer Insights and Outcomes Manager will include:

• Managing the customer insight and measurement function, ensuring all customer and operational insight is reliably gathered, validated and triangulated.
• Ensuring high standards of data quality, coding accuracy and analytical integrity, establishing consistent methods for capturing, maintaining and interpreting customer intelligence.
• Developing and maintaining monthly and quarterly learning dashboards, customer insight packs and customer outcome reports, enabling evidence‑led decision making across the business.
• Interpreting complex data to identify themes, hotspots, risk indicators and emerging customer issues, producing concise, actionable insight that informs operational and strategic decisions.
• Preparing and presenting insight reports to senior leaders, governance forums and customer panels, translating evidence into compelling narratives that highlight performance and risk.
• Supporting regulatory assurance by providing high‑quality evidence for Consumer Standards, the Customer Outcomes Framework and customer outcome targets, ensuring measurement is audit‑ready.
• Collaborating with and supporting thematic learning and root cause analysis, supplying robust, triangulated evidence for systemic issue identification.
• Working proactively with operational managers across the business, providing expert interpretation, challenge and guidance to support meaningful action planning.
• Promoting a culture of evidence‑led decision making, continuous improvement and customer‑centred learning across all levels of the organisation.

Skills and experiences:

• A degree level or equivalent, preferably with statistical or analytical focus.
• Demonstrable experience within the Housing Sector or other service industries, with a working knowledge of key industry Regulations.
• Advanced understanding of survey methods, performance data, social housing regulation and customer measurement.
• Understanding of regulatory requirements (Consumer Standards, Housing Ombudsman Code).
• Experience preparing reports for governance audiences and senior leaders.
• Excellent analytical skills and data interpretation ability.
• Strong problem‑solving and critical‑thinking capabilities.

This role will involve driving on company business. In order to drive a company vehicle, drivers must hold a full valid UK driving licence.

Why work for us? We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.

Our Benefits: As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays.
• A pension scheme with employer contributions from Sanctuary.
• Life Assurance.
• Employee Advice Service including counselling.
• Cycle to Work scheme.
• Voluntary health plans.
• Employee discounts.
• Wellbeing support and tools.
• Employee recognition scheme.
• Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues.

Role Salary is dependent on successful candidate’s home location as below:

• London area - £59,291 per annum (rising to £62,412 after 12 months service and subject to satisfactory performance).
• South East region- £53,948 per annum (rising to £56,787 after 12 months service and subject to satisfactory performance).
• Elsewhere in the UK - £51,379 per annum (rising to £54,083 after 12 months service and subject to satisfactory performance).

Closing Date: 2 August 2026. If you're unsure about any details, have questions about the role or want to discuss a need for adjustments, our fantastic talent team will be happy to help you.