Director of Customer Experience

Circa £125,000 - £130,000 per annum plus car allowance of £5484, 34 days leave rising to 39 days and health cash plan from £1140

Permanent, full-time (37.5 hpw)

National role with regular travel and hybrid working

Home, a place where you belong

First impressions count, and so do lasting ones! As our Director of Customer Experience, you'll lead our evolution in how we listen, involve and deliver for our customers, setting the standards that influence our whole organisation and the sector.  You’ll champion inclusive and meaningful customer involvement, broaden and diversify voices, strengthen governance, and use insight and technology to drive smarter decisions.

You'll be the driving force behind delivering customer-focused strategies, ensuring we stand out and shine as an organisation that goes above and beyond to deliver exceptional customer experience across every part of our services.

We're not just looking for a leader; we're looking for a visionary who’ll help our customers feel heard, valued, and cared for, making a lasting impact.

What you’ll do


* Lead our customer experience strategy, setting a bold vision and delivering exceptional, seamless end-to-end journeys that push boundaries and keep Home Group at the forefront of customer excellence. 


* Drive consistent, high-quality customer service across all our regions through strong, clear and expert leadership.


* Use customer insight to shape priorities, improve services, drive engagement and focus on what truly matters most to customers.


* Collaborate with our Board, Executive, and Senior Management teams to guide customer experience strategies, making informed, impactful decisions.


* Foster a continuous learning environment, using customer feedback to improve services and setting clear standards aligned with our Customer Promise.

Why join us

You’ll shape sector‑leading customer experience, influence decisions at the highest level, and lead talented teams in a culture built on customer insight, listening, innovation and continuous improvement.

You’ll make a real impact on customers’ lives while helping set new standards across Home Group and the wider housing sector.

Be part of one of the UK’s top 10 Great Places to Work!

You have


* Outstanding leadership skills and a strategic mindset, capable of inspiring change and driving customer service excellence in a complex, heavily regulated environment.


* Extensive experience in leading high-performing customer service teams within the sector, with a successful track record in strategic planning and delivery in consumer-focused sectors.


* Experience of managing large-scale contact centres and leveraging digital innovations such as AI to enhance customer experiences.


* Commercial acumen, skilled in financial management, budgeting, and understanding core business metrics to drive organisational success.


* Exceptional people management abilities, inspiring and embedd...