Thirteen Group is looking for an exceptional Customer Experience Director to lead the delivery of our organisation-wide customer experience strategy and help us become the most trusted housing association, with happy customers.

This is a significant leadership opportunity to shape customer experience at scale across one of the region’s largest housing associations. You’ll build on strong foundations, influence across the organisation and make sure customer insight, voice and experience are central to how we design and deliver services.

You’ll be expected to work a minimum of two to three days a week from our fantastic head office at Hudson Quay in Middlesbrough. Flexibility is important, so there may be times when additional presence at the office is required to meet business and team needs.

• Reporting to the Chief Customer Officer, Serena, you’ll lead the launch and delivery of our customer experience strategy, making sure services are shaped around what customers need and the outcomes we want to achieve.
• With responsibility for approximately 100,000 customers across more than 36,000 homes, you’ll work collaboratively across Thirteen to create seamless customer journeys and strengthen customer trust in Thirteen.
• Lead and develop a refreshed customer experience function, bringing together customer insight, engagement and journey mapping to drive meaningful and measurable improvements.
• Drive continuous improvement across the end-to-end customer journey, improving trust, reducing repeat contact and making services easier and more consistent for customers.
• Use insight, segmentation, complaints and performance data to identify root causes, shape priorities and turn learning into practical service improvements.
• Shape and evolve our customer involvement and scrutiny frameworks, ensuring diverse customer voices influence decision-making and service improvements.

For the full job description, including the key areas of responsibilities and accountabilities, please click the 'apply now' button. 

Equality is about creating a fairer society, where everyone can participate and can fulfil their potential. Therefore, at Thirteen, equality is about breaking down barriers which currently limit opportunities for certain groups of people within society.

• You’ll be an experienced senior leader with a strong track record of delivering customer-focused strategies, service improvement and transformation within large, complex organisations.
• You’ll understand customer insight, service design, journey mapping, segmentation and digital customer engagement, and be able to translate data into clear action and better customer outcomes.
• A skilled relationship builder with the credibility and influence to engage with Boards, regulators, customers, partners and colleagues at all levels.
• You’ll be resilient, adaptable and comfortable working at pace, with the confidence to challenge constructively and the judgement to balance customer needs, operational delivery and organisational priorities.
• As an exceptional people leader, you’ll inspire teams, lead through change and create an environment where colleagues feel empowered to improve services and deliver great experiences for customers.