Job Introduction
Are you frustrated by the same old clichés around customer experience? Do you want to lead the change and deliver a cutting-edge service offer in an organisation that commits to being genuinely customer obsessed?
Then this could be the role for you! We’re looking for an exceptional CX leader to join us as our Executive Director of Customer Experience. This is a fantastic opportunity to make a real difference – you’ll have overall accountability for transforming the customer journey and delivering our vision for an innovative new customer offer that gives our diverse customer base what they need, when they need it.
About Yorkshire Housing
We’re not just your typical housing provider! We own and manage nearly 20,000 homes (and counting) across Yorkshire and have ambitious plans to disrupt the sector by overhauling the traditional customer service offer, building new homes that are truly future-proof and creating a very different colleague offer that gives our people the flexibility and freedom to do their best work.
It’s a milestone year for us as we deliver the next phase of our Business Strategy. This will bring together our business systems and customer intelligence and give customers more choice in how they communicate with us.
Did we mention we’re customer obsessed?! Well that’s where you come in. You’ll be an advocate in driving a customer obsession mindset through everything we do and improving our customers and colleagues experience.
Want to know more about your next challenge?
About the role
This exciting role has strategic responsibility within the Executive Team for shaping and delivering customer strategy, experience and service delivery. You’ll be a truly influential leader across the organisation with specific oversight of a directorate of c.240 colleagues, including customer service delivery, new customers, place shaping, customer independence and customer engagement.
With overall accountability for transforming the customer journey and delivering our vision for an innovative customer offer, you’ll develop new strategies to build understanding and connection with our customer base. You’ll be the strategic lead on our approach to consumer regulation and tenant satisfaction measures, which will further strengthen our work to make sure the customer voice is central to governance of our landlord services.
Already feel this is the role for you? Find out more in our detailed Recruitment Pack.
So, what are we looking for in a candidate?
If you have the skills, experience and tenacity to make all this happen then we would love to hear from you!
The below would also be great:
- A genuine passion for excellent customer experience combined with a strong track record of leading and delivering value through creative customer experience strategies and change programmes
- A credible and articulate leader, with experience of inspiring large teams towards shared goals and delivering excellent service and high performance
- A natural coach, able to direct and lead through others and inspire and develop senior leaders and other colleagues to perform to their best
- A confident, independent and effective decision maker
- Knows what it takes to identify and successfully exploit new opportunities and build trusting, influential partnerships with external stakeholders
- Experience of working within a service-led, regulated sector at Executive or equivalent level
What’s in it for you…
A salary of £153k plus a £4.5k car allowance per annum, 30 days annual leave (rising annually to 35 days), private medical and further health cash-plan, a pension scheme where we’ll match your contributions up to 9%, just to name a few.
We have a truly flexible approach to work so living in Yorkshire isn’t a requirement of the role (although we’ll expect to see a fair bit of you here!).
Our working environment is inclusive as well as diverse. We believe difference is what makes us stronger and recognise the importance of our teams reflecting the communities we serve, so we welcome and encourage candidates from all backgrounds for this role.
The fine print
To apply, click the link which will take you to our state-of-the-art recruitment platform giving you a personalised application process and access to your own candidate portal. In only a few short steps you will be able to submit your application for the role! You can upload your CV and provide a supporting statement setting out how you meet our requirements. We also ask you to complete our equal opportunities monitoring form and confirm a few other bits, like that you’ve got the right to work in the UK.
Please submit your application by 9am on 5th November 2023.
Get in touch at recruitment@yorkshirehousing.co.uk if you need any support with your application.
