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- Tasks: Lead customer experience strategy and embed resident voice in decision-making.
- Company: Join SettleParadigm, a dynamic housing organisation focused on community impact.
- Benefits: Competitive salary of £123,936 plus excellent benefits and flexible hybrid working.
- Other info: Inclusive workplace committed to diversity and equal opportunities.
- Why this job: Shape the future of customer experience and make a real difference for residents.
- Qualifications: Senior leadership experience in social housing or regulated environments required.
The predicted salary is between 123936 - 123936 £ per year.
Salary: £123,936 + Excellent Benefits (Inclusive of salary supplement)
Location: High Wycombe or Letchworth Garden City
Job Type: Permanent, full time, 37 hours per week.
SettleParadigm is a new organisation formed through the merger of Settle Group and Paradigm Housing Group. Our priority is to deliver more high-quality affordable homes, excellent services and neighbourhoods we can be proud of. We currently manage over 30,000 homes across Hertfordshire, Bedfordshire, Buckinghamshire and surrounding counties. By joining together, we are realising the benefits of scale while remaining locally focused and connected to the communities we serve. Our shared ambition is to build more affordable homes and deliver even greater impact for our residents.
This is a rare and exciting opportunity to play a pivotal leadership role in shaping the future of customer experience within one of the UK’s most ambitious housing groups. As Customer Experience Director, you will lead a critical function responsible for embedding the customer voice at the heart of decision-making, service design and delivery across the organisation.
About the role
Reporting to the Executive Director of Customer and as a key member of the Leadership Team, you will:
- Lead the organisation’s customer experience strategy, ensuring the resident voice is embedded across all services, decision-making and continuous improvement.
- Oversee customer insight, engagement, data, quality assurance and compliance with Consumer Standards and Tenant Satisfaction Measures (TSMs).
- Champion a customer‑centred culture, ensuring insight is translated into tangible service improvements and measurable outcomes.
- Act as the senior responsible owner for customer systems and digital solutions, driving innovation and enabling effective self‑service and service delivery.
- Ensure full compliance with all relevant legislation, regulatory requirements and consumer standards, maintaining strong governance and inspection readiness.
- Provide strategic leadership across customer engagement and experience, influencing Executive, Board and key stakeholders.
- Drive performance, accountability and continuous improvement across multi‑disciplinary teams and services.
The role will be based across our operating regions, with regular travel required and a flexible approach to hybrid working.
About you
We are seeking an exceptional senior leader with:
- Significant experience in a senior leadership role within social housing or a highly regulated environment, with a strong focus on customer experience.
- A proven track record of embedding customer voice, insight and engagement into organisational strategy and service delivery.
- Deep understanding of consumer regulation, including Consumer Standards and Tenant Satisfaction Measures.
- Strong analytical capability, with the ability to translate data and insight into actionable improvements.
- Experience leading system transformation, digital innovation and service improvement programmes.
- Outstanding stakeholder management and influencing skills, with the ability to operate at Executive and Board level.
- A passion for delivering excellent services and improving outcomes for residents and communities.
You will be a strategic, forward‑thinking leader who combines vision with delivery, able to inspire teams and drive a culture of continuous improvement, accountability and customer focus.
Why join SettleParadigm?
This is a pivotal role within a dynamic and forward‑thinking organisation undergoing significant transformation. You will play a central part in shaping how we listen to, engage with and deliver for our residents. We offer an ambitious, supportive environment where your leadership will directly impact resident satisfaction, service quality and the long‑term success of the organisation.
Our Commitment to Inclusion
At SettleParadigm, we know that our people are at the heart of everything we do. We believe that what makes working here different is our commitment to be a place where people enjoy their work, where everyone can belong, and where professionalism and passion shine through in everything we do. As an employer of over 1,000 people, we are committed to creating an inclusive workplace and community where everyone is respected, valued, and welcomed. We promote fairness and ensure no discrimination based on age, disability, gender, race, religion, or other protected characteristics. We positively promote diversity and welcome applications from individuals of all backgrounds, experiences and perspectives. Our recruitment process is fair and accessible, ensuring equal opportunities for all candidates. As a Disability Confident employer, we’re happy to make reasonable adjustments throughout the process, please let us know if there’s anything we can do to support you.
Director of Customer Experience employer: SettleParadigm
Contact Detail:
SettleParadigm Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Customer Experience
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector or related fields. A friendly chat can lead to insider info about job openings or even a referral, which can give you a leg up in the application process.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their mission to deliver high-quality affordable homes and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss specific examples of how you've driven customer experience improvements in previous roles. Use metrics and outcomes to demonstrate your impact – numbers speak volumes!
✨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 genuinely interested in being part of the SettleParadigm team.
We think you need these skills to ace Director of Customer Experience
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer experience and leadership. We want to see how your skills align with our mission at SettleParadigm!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve improved customer satisfaction or driven service improvements. We love seeing tangible results that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who’s not only qualified but also passionate about making a difference in the lives of residents. Be yourself!
Apply Through Our Website: For the best chance of success, make sure to submit your application through our official website. It’s the easiest way for us to review your details and get back to you quickly!
How to prepare for a job interview at SettleParadigm
✨Know Your Customer Experience Strategy
Before the interview, dive deep into SettleParadigm's customer experience strategy. Understand how they embed the resident voice in their services and decision-making. This will help you articulate how your experience aligns with their goals.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience in social housing or regulated environments. Be ready to discuss how you've driven performance and accountability in previous roles, as this is crucial for a Director position.
✨Demonstrate Analytical Capability
Brush up on your ability to translate data into actionable insights. Be prepared to discuss specific instances where your analytical skills led to service improvements or strategic decisions, as this will resonate well with their focus on continuous improvement.
✨Engage with Stakeholders
Think of examples where you've successfully managed stakeholders at various levels, especially at the Executive and Board level. Highlight your influencing skills and how you've championed customer-centred initiatives to ensure alignment with organisational goals.