Location
Bruce Kenrick House, 2 Killick Street, London N1 9FL / The Frederick Chancellor Building, Victoria Road South, Chelmsford, Essex, CM1 1LN

Hours
Full Time - 40 hours per week

Salary
£127,209 to £141,343 per annum

About the Role
At Notting Hill Genesis, our residents are at the heart of everything we do. As Director of Customer Experience, you will play a pivotal leadership role in shaping how over 65,000 households experience our services every day. This is a high-impact opportunity for a senior customer leader to transform end-to-end resident experience across a large, complex housing organisation. You will set the strategic direction for customer contact, complaints, insight, and digital engagement whilst championing the voice of the resident at Executive and Board level and embedding a truly customer-first culture across the organisation.

Reporting to the Chief Customer Officer, you will lead the organisation's resident-first approach shaping customer experience and operational delivery across all resident-facing services as part of the new target operating model. You will ensure that all resident contact is managed effectively through a modern omni-channel model, driving a consistent, empathetic, and high-quality experience. Using data, insight, and resident feedback, you will shape services, influence policy, and continuously improve outcomes for residents.

Balancing strategic transformation with operational excellence, you will ensure compliance with regulatory standards while delivering services that are accessible, responsive, and right first time.

Key responsibilities include developing and delivering a clear, organisation-wide customer experience strategy aligned to corporate objectives and regulatory requirements; overseeing all resident contact through the Customer Contact Centre and omni-channel solutions including repairs reporting, complaints, surveys, and engagement activity; ensuring the right systems, knowledge base, and tools are in place to achieve 80% right-first-time resolution; working closely with Repairs and Service Delivery teams to deliver an effective, resident-focused repairs reporting and resolution service; leading digital transformation initiatives to improve accessibility, self-service, efficiency, and customer satisfaction; using customer insight, complaints learning, and performance data to drive service improvement and inform policy development; acting as the principal advisor to the Executive Team and Board on customer experience, complaints, and resident engagement; and championing a customer-first culture across the organisation, embedding empathy, accountability, and continuous improvement.

Experience
- Proven senior leadership experience in customer experience within housing or a similarly regulated sector.
- Strong understanding of social housing regulation, complaints handling, and compliance requirements.
- Demonstrable experience of service transformation and digital innovation.
- Excellent stakeholder engagement skills, with experience influencing at Executive and Board level.
- High emotional intelligence with the ability to lead cultural and behavioural change at scale.

About you
You will live our values and bring them to life through your work:
- Compassionate: putting people and residents at the heart of decisions.
- Progressive: striving for continuous improvement and innovation.
- Dependable: consistently delivering high-quality, reliable outcomes.
- Inclusive: valuing diversity and collaboration across all teams.
- Empowered: enabling others to achieve their best.

Qualifications
- Degree in Business, Housing, Social Care, or a related field (desirable).
- Professional housing qualification (CIH or equivalent) (desirable).
- Experience using customer experience frameworks, insight, and analytics tools (desirable).