Customer Experience Manager

Sovereign Network Group (SNG) is one of the UK's leading housing associations, committed to delivering quality homes and outstanding services. We are looking for an experienced and forward-thinking Customer Experience Manager to lead the design, measurement, and continuous improvement of our customer journeys.

This is an exciting opportunity to play a key role in shaping how our customers experience SNG, driving innovation, inclusivity, and digital adoption across every touchpoint.

You'll be based in our office in Basingstoke combining both office and home working to ensure a positive work / life balance.

About the Role

As Customer Experience Manager, you'll:

• Own and continuously improve SNG's customer journey portfolio, ensuring journeys are inclusive, accessible, and aligned with customer needs.
• Lead a team of Customer Experience Specialists, empowering them to deliver high-quality, human-centred designs and improvements.
• Use customer insights, data analytics, and research to identify opportunities for improvement, design out pain points, and deliver measurable business value.
• Collaborate across the organisation to embed customer impact assessments into decisions around people, processes, and technology.
• Partner with digital teams to improve online and assisted experiences, driving digital adoption and innovation.
• Represent the Customer Experience team at senior forums, influencing decision-making and championing the customer voice.

What We're Looking For

We're seeking someone who is:

• Experienced in customer experience design and delivery, with a track record of shaping exceptional end-to-end journeys.
• Skilled in customer journey mapping, measurement, and human-centred design.
• An engaging leader, able to motivate, develop, and empower a team.
• Highly collaborative, with the ability to balance competing priorities and manage stakeholders effectively.
• Confident using data, analytics, and customer research to inform strategy and measure impact.
• A skilled communicator and storyteller, able to bring insights to life and engage audiences at all levels.

Benefits

We have some great benefits at SNG, including:

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• Chance to buy or sell holiday as part of our flexible benefits package
• 3 additional Wellbeing days and 2 paid volunteering days
• Generous matched pension scheme up to 12% and Life cover at 4x salary
• Enhanced maternity/adoption pay
• Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service)
• Options for private medical insurance, dental insurance and critical illness cover
• Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service

We offer flexible working, professional development opportunities, and a chance to be part of something meaningful. We're passionate about inclusion for all and creating a workplace where everyone can thrive.

Apply today and help us create customer journeys that matter!