Summary

Director of Customer Experience

Contract: Permanent

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

Salary: £127,209 to £141,343 per annum for 40 hours per week

Hybrid arrangements - At least three days a week in an office or in a community/site based/partnership setting. On other days, working from home may be possible, depending on the work needed and the interaction required.

Job Introduction

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.

What you'll do

As Director of Customer Experience, 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. You will use data, insight, and resident feedback to shape services, influence policy, and continuously improve outcomes for residents.

As a senior leader, you will balance strategic transformation with operational excellence and ensuring compliance with regulatory standards while delivering services that are accessible, responsive, and right first time.

How you'll do it

• Develop and deliver a clear, organisation-wide customer experience strategy aligned to corporateobjectivesand regulatory requirements.
• Oversee all resident contact through the Customer Contact Centre and omni-channel solutions, including repairs reporting, complaints, surveys, and engagement activity.
• Ensure the right systems, knowledge base, and tools are in place to achieve 80% right-first-time resolution.
• Work closely with Repairs and Service Delivery teams to deliver an effective, resident-focused repairs reporting and resolution service.
• Lead digital transformation initiatives to improve accessibility, self-service, efficiency, and customer satisfaction.
• Use customer insight, complaints learning, and performance data to drive service improvement and inform policy development.
• Act as the principal advisor to the Executive Team and Board on customer experience, complaints, and resident engagement.
• Champion a customer-first culture across the organisation, embedding empathy, accountability, and continuous improvement.

Responsibilities

• Provide strategic leadership across customer contact, complaints management, insight, and engagement functions.
• Ensure complaints are managed effectively and in line with legislation, Housing Ombudsman Service guidance, and regulatory expectations.
• Oversee operational customer service policies, ensuring they are effective, relevant, and legally compliant.
• Ensure adherence to Regulator of Social Housing standards and other relevant legislation.
• Monitor risk, performance, quality, and compliance across all customer experience functions.
• Engage residents in the co-design of services, ensuring lived experience shapes service delivery and improvement.
• Build strong relationships with residents, local authorities, regulators, and sector partners.
• Lead, develop, and inspire high-performing teams, creating a culture of accountability, inclusion, and excellence.

The ideal candidate

We believe great service starts with great people, and we are committed to recruiting and developing passionate, talented, and forward-thinking individuals.

Essential:

• 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.

Desirable:

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

Behaviours for success:

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.

What's in it for you?

Once you join us, you'll find plenty of opportunities to grow within our organisation. You'll also have access to a wide range of learning and development options to help you achieve and maximise your potential.

Benefits include:

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity, and adoption pay (qualifying period may apply)
• Employeeassistance- free confidential advice and counselling services
• Health cash plan
• Staff discounts across hundreds of retailers, gyms, restaurants, and entertainment venues
• Interest-free loans (season ticket, tenancy deposit, and training loans)
• Cycle to work scheme
• Life Assurance - 4x annual salary

All about us

Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and 10,000 more in our pipeline and we employ around 1,800 employees.

For more information on what we do and what makes us different please visit:https://group.nhg.org.uk/careers/

We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.

To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/

If you are interested, please send your application now! Closing date is 08 February 2026 

Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via jobs@nhg.org.uk.  

If you are successful and are offered this role with us, this offer will be subject to a number of pre-employment checks, including checks of your public online presence and public social media profiles. If you have any questions about what this will involve, please speak to a member of the HR Team.

NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.