Customer Experience Improvement Manager

Contract:Permanent
Location:Tewkesbury, Gloucestershire
Workstyle:Roaming
Application Closing Date:Sunday 29June 2025

At Bromford, we're entering an exciting phase of growth and innovation-and we're looking for a forward-thinking Customer Experience ImprovementManager to help shape the future of our services. If you're passionate about people-led change, continuous improvement, and delivering real value for customers, this is your opportunity to make a lasting impact.

What You'll Be Doing:

In this pivotal leadership role, you'll drive transformation across our services by putting customer experience and frontline insight at the heart of everything we do. You'll lead collaborative, people-centred redesign projects that improve outcomes, reduce inefficiencies, and align with our strategic goals.

You'll engage colleagues, customers, and partners through co-design, workshops, and feedback loops-ensuring change is something we do with people, not to them. Using Lean methodologies and improvement tools, you'll coach teams to assess and redesign processes, build local ownership, and embed sustainable change.

You'll also play a key role in aligning improvement activity with regulatory compliance and customer outcomes, tracking the impact of change through robust measurement frameworks. From facilitating inclusive workshops to co-creating communication strategies, you'll help build a culture of continuous learning and shared ownership across the organisation.

What You'll Bring:

• Proven experience leading people-led service improvement in complex environments, ideally in public services or social housing.
• Deep knowledge of Lean and continuous improvement methods (e.g. value stream mapping, root cause analysis).
• Strong facilitation and stakeholder engagement skills, with the ability to influence at all levels.
• A track record of embedding sustainable improvements and cultural change.
• Strategic thinking combined with hands-on delivery and coaching.
• Strong data literacy and the ability to translate insight into action.
• Experience aligning change with compliance and performance requirements.
• Comfortableworking in agile, evolving environments.

Qualifications:

• Degree-level education or equivalent experience.
• Qualifications in Lean, continuous improvement, or change management (e.g. Lean Six Sigma, APMG).
• Project management certification (e.g. PRINCE2, Agile).
• Relevant professional qualification in housing or public services (e.g. CIH).

Why Bromford?

We're more than a housing association-we're a values-driven organisation that puts people first. Our purpose is simple but powerful: Enabling people to thrive. Whether it's through safe, secure homes or inspiring, collaborative workplaces, we're here to help people reach their full potential.

Ready to Make a Difference?

Please submit your application by Sunday 29 June. Interviews are likely to be held week commencing 7 July 2025 at our Tewkesbury office. We're excited to hear from passionate individuals ready to lead meaningful change.

About us

We are a housing association- one that owns and provides over 47,000 homes for people who can't access market housing; has individual relationships with more than 112,000 customers; has a strong balance sheet and plans to build 11,000 homes by 2032. All of this is only possible because of our 1,900 dedicated colleagues.

We take a simple view that nothing is more important to any individual or a family than their home. It's a matter of social justice that everyone should have a home that is safe, secure, and affordable. We exist to provide such homes. With the right home, people can achieve great things, not only for themselves but for wider society too.

We provide quality, affordable homes. But we care about the people who live in them too. We want each of them to be able to achieve their goals. This will be different for each customer. Put simply, we want people to thrive.

Diversity Statement
We are committed to recruiting, developing and retaining colleagues who are representative of the diverse communities we work with. This commitment is embedded in our DNA, and we are striving to build an inclusive workplace culture where all colleagues feel valued and respected, and individuality is celebrated. We are a proud "Disability Confident" (Level 2) and Menopause Friendly employer and have signed the Armed Forces covenant to support those who serve.

We encourage people from all sections of our community to apply for jobs with us. Particularly, we welcome those who have been historically underrepresented in areas of our workforce including people from ethnic minority backgrounds, disabled people, women, and members of the LGBTQIA+ community.

Great Place To Work Certified
Bromford have once again been certified as a Great Place To Work (Nov 24 - Nov 25). The 2024 Great Place to Work Trust Index Survey highlighted that our employees believe we have an amazing company culture and that 91% of our employees were made to feel welcome when they joined us. We are also proud to have been named as one of the UK's Best Workplaces for Women for two years running (2023 and 2024) demonstrating that all colleagues, regardless of gender, can thrive at Bromford.