Here at Peabody, we have an opportunity for a Head of Resident Experience & Service Design to join the team on a permanent basis at our Westminster Bridge Road office. What you'll need: Extensive leadership level experience in customer experience programme, service design and implementation. Demonstrable leadership skills, embodying our values, and ability to articulate a compelling vision to inspire others to achieve our goals. Excellent skills in partnership, collaboration and influencing, including experience of establishing and managing partnerships to drive through shared objectives. A bit about the role: The post-holder will lead a multidisciplinary team to create seamless, resident-centric experiences that drive operational excellence and foster resident trust. This improvement work will be fuelled by the insight extracted from the voice of the resident programme you will shape and deliver. Some of the key features of the role include: To lead the design and implementation of innovative and resident-centric services that enhance the overall experience for residents. Develop and manage a high-performing team, providing mentorship, coaching, and professional development opportunities. Build and maintain strong relationships with internal and external stakeholders, residents, community partners, and regulatory bodies. Establish and monitor key performance indicators, (KPIs) related to satisfaction, service quality, and operational efficiency. Leadership Responsibilities: As a member of the leadership team, support and enable delivery of the Group Strategy through strategic and operational contribution. Demonstrate strong leadership skills to help build a diverse and inclusive organisation; ensuring that Equality, Diversity and Inclusion principles are fully embedded in the attraction, recruitment, development and retention of your teams and within the delivery of our services. Be a confident role model and leader, ensuring you reflect the values of the organisation. Know what it takes to motivate your team and ensure they have the right tools to do the job. Empower your teams to develop and grow, leading with trust and showing appreciation. Build effective networks internally across the organisation and externally to support delivery of the group strategy and the new localities model. A bit about us: 160 years after it was established, Peabody is one of the oldest not-for-profit housing associations in the UK. The Peabody Group is responsible for more than 107,000 homes, with around 220,000 residents across London and the Home Counties. We also have around 20,000 care and support customers. Our purpose is to help people flourish, and we are getting closer to residents by taking a local approach. We are committed to delivering a responsive and easily accessible repairs service and investing in our existing homes so they are safe and well maintained. Our retrofit projects will make thousands of our homes more energy efficient. We work with councils and communities to promote economic inclusion, tackle inequality and poverty, and prioritise wellbeing. Here just a few of the benefits for working at Peabody: Flexible and hybrid working (depending on the role) Up to 30 days’ annual holiday plus bank holidays Competitive salaries that are benchmarked regularly against current market rates Two additional paid volunteering days each year Family friendly policies Flexible benefits scheme, including options for Healthcare, Dental care, Critical illness cover, vouchers, technology scheme and access to a discount portal 4 x Life Assurance Up to 10% pension contribution matched 1:1 Are you ready to apply? PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer. To be considered for the position of Head of Resident Experience and Service Design, please click on the ‘Apply Now’ button and submit both your CV and a bit about why we should consider you for the role. If you have any questions about this role please email Talent Specialist, Tanisha Johnson at [email protected] Peabody reserves the right to close this advert before the advertised closing date, depending on the number of applications received.