At Bromford Flagship we create communities where people can put down roots, feel secure, and thrive. With over 80,000 homes across east, central and southwest England, were one of the UKs leading housing providers and were just getting started. Our ambition is bold: to deliver 2,000 new homes each year for the next 30 years.

Were now looking for a Group Director of Customer Experience a strategic, visionary leader who can shape and deliver a seamless, personalised and engaging customer journey across all channels.

About The Role

This is a pivotal leadership role where youll define and lead the customer experience strategy across the group. Youll oversee a cross-functional team covering contact hubs, customer engagement, and complaints, ensuring every interaction reflects our values and commitment to exceptional service.

Youll champion digital transformation, embed a customer-obsessed culture, and ensure our services are shaped by insight, innovation, and the voice of the customer.

What Youll Be Doing

• Leading the development and execution of a group-wide customer experience strategy
• Spearheading digital innovation and automation to streamline services
• Overseeing a scalable omni-channel contact model across all platforms
• Mapping and optimising the end-to-end customer journey
• Using customer insight and feedback to drive continuous improvement
• Leading and inspiring a high-performing team across multiple locations
• Advising senior leaders and the Board on trends, risks, and opportunities
• Ensuring governance, compliance, and financial accountability in your area
• Championing diversity, inclusion, and customer involvement in service design
  
  

• Proven senior leadership experience in customer experience or related fields
• Strong background in digital transformation, service design, and innovation
• Demonstrated success in improving customer satisfaction and engagement
• Experience leading large-scale change and managing complex operations
• Excellent strategic thinking, stakeholder engagement and influencing skills
• Commercial acumen and experience managing large budgets
• Passion for customer service and a deep understanding of customer needs
  
  

• Degree-level education or equivalent experience (MBA desirable)
• Formal customer experience qualification or equivalent expertise
• Housing or related professional qualification (or willingness to work towards one).