Director of Customer Experience
Location: Hybrid working with travel across MTVH's operating regions London/Nottingham
Salary: Competitive Executive Package
Contract Type: Permanent
Reimagine Customer Experience at One of the UK's Leading Housing Providers
At Metropolitan Thames Valley Housing (MTVH), we are delivering our Fit for the Future transformation, modernising services, investing in technology and reshaping the way customers experience housing services.
We're looking for an exceptional Director of Customer Experience to join our Senior Leadership Team and lead this transformation.
This is more than a customer services leadership role. It is an opportunity to redefine how customers engage with MTVH, ensuring every interaction is simple, effective, and centred on achieving the best possible outcomes.
You will lead the development and delivery of our Customer Experience Plan, creating a modern, data-led and digitally enabled customer proposition that improves satisfaction, drives operational efficiency, and strengthens trust with our customers and communities.
About the Role
As Director of Customer Experience, you will be the organisation's strategic lead for customer experience, customer contact, customer voice, complaints, and customer account management.
Working closely with fellow directors across Housing, Leaseholder Services, Neighbourhoods, Property, Technology and Corporate Services, you will ensure the customer's voice shapes decision-making and service design across MTVH.
You will:
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Develop and deliver MTVH's Customer Experience Plan.
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Lead customer contact, customer account management, customer complaints and customer voice services.
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Create a seamless omni-channel customer experience across digital, voice and self-service platforms.
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Drive the adoption of technology, AI and automation to improve customer outcomes and service efficiency.
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Embed customer insight and resident feedback into service design and continuous improvement activity.
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Lead MTVH's approach to customer influence and engagement in line with evolving consumer regulation.
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Ensure excellence in complaint handling and compliance with Housing Ombudsman requirements.
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Drive improvements in income collection, arrears performance and customer financial outcomes.
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Use performance data and insight to deliver measurable improvements in customer satisfaction, efficiency and value for money.
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Champion a culture where the end-to-end customer journey is at the heart of every decision.
A Key Leadership Role in Shaping MTVH's Future
As a member of MTVH's Senior Leadership Team, you will play a central role in delivering our corporate strategy and Fit for the Future ambitions.
You will work alongside senior leaders who collectively shape the customer experience:
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Our Director of Housing leads the management and performance of our rented housing services.
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Our Director of Leaseholder Services champions the interests of leaseholders, shared owners and keyworker residents.
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Our Director of Neighbourhoods leads place-shaping, neighbourhood services and community outcomes.
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Our Director of MTVH Support leads service delivery supported housing management, business development, and contract performance.
The Director of Customer Experience provides the critical thread that connects these services through customer insight, customer voice, service design, and customer experience excellence, ensuring customers receive a consistent and high-quality experience regardless of how or where they engage with MTVH.
About You
You will be an experienced senior leader with a proven track record of transforming customer services within a complex organisation.
You will bring:
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Significant senior leadership experience in customer experience, customer operations, service transformation, or related disciplines.
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Experience leading large-scale multi-channel customer operations.
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A strong track record of designing and delivering customer experience strategies that achieve measurable improvements in satisfaction, service performance, and value.
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Experience driving digital transformation, customer self-service, and AI-enabled service innovation.
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Strong commercial, operational and financial leadership capability.
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Experience working within a regulated environment.
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Outstanding stakeholder management and influencing skills.
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The ability to lead through change, build high-performing teams and inspire others around a shared vision.
Experience within housing, utilities, financial services, public services, or other customer-focused regulated sectors would be particularly valuable.
Why Join Us?
This is an exciting time to join MTVH.
You will have the opportunity to:
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Shape customer experience at organisational scale.
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Lead a major transformation agenda.
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Influence corporate strategy and decision-making.
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Deliver measurable improvements for customers and communities.
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Be part of an ambitious, values-led organisation committed to innovation and continuous improvement.
At MTVH, we are guided by our values:
Care. Dare. Collaborate. Own.
If you are passionate about customer outcomes, transformation and creating services that work better for people, we'd love to hear from you.
Interview Diary Dates:
Tuesday 6th October 26 - London, EC1N 8JS
Friday 9th October 26 & Wednesday 14th October 26 - Nottingham, NG9 1LA
Please note that, due to business requirements, these dates may be subject to change.?
Metropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England.
We also offer a range of care and support services. Our specialist areas include older people, mental health and transitional services which provide intensive support to marginalised or vulnerable people.
We deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities.
A member of the National Housing Federation the G15 – which represents London’s largest housing associations – we influence policy for the benefits of our residents and the wider sector.
In October 2018 like minded housing associations Metropolitan and Thames Valley Housing formally completed a partnership to form Metropolitan Thames Valley. We came together because we want to improve the services we provide and do more in our communities. We’ll do this by listening to our customers and working alongside them.
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