Head of customer experience Work, Jobs in Middlesbrough, Nyk (with Salaries)

Customer Experience Director
Thirteen —Middlesbrough
- £108,990 a year
- Continuous improvement
- Leadership
- Annual leave
5d
Application Specialist - Labman Products
Labman Automation —Stokesley
- £45,000 - £55,000 a year
- Full-time
- Up to 50% travel
- Computer literacy
- Travel
Head of Supply Chain
IMPACT EVOLVE —Stockton-On-Tees
- £70,000 - £80,000 a year
- Full-time
- Hybrid work
- Quality control
- Annual leave
- Employee assistance programme
Quick apply
Accommodation Services Manager
University of Sunderland —Sunderland
- £46,756 - £58,228 a year
- Full-time
- Management
- University
- Continuous improvement
- Annual leave
14d
Business Development Manager
Signal Telecom (Stokesley) —Middlesbrough
- £40,000 - £70,000 a year
- Full-time
- CRM software
- Customer service
- Business development
Quick apply
Head of Student Accommodation Services
Durham University —Durham
- £59,966 - £67,468 a year
- Full-time
- Hybrid work
- Management
- University
- Budgeting
Administrator
Middlesbrough College —Middlesbrough
- £24,519 - £25,493 a year
- Call to connect
- Writing skills
- Microsoft Office
- Administrative experience
- Annual leave
- Employee assistance programme
14d
Service Colleague (Express)
ASDA —Middlesbrough
- £13.10 - £15.64 an hour
- Part-time
- Customer service
- Hotel
- Employee assistance programme
- Employee discount
10d
Service Desk Manager
NECSWS —Hartlepool
- Full-time
- Customer service
- Continuous improvement
- Team management
- Annual leave
- Employee assistance programme
Quick apply
Import/Export Coordinator
Cleveland Cable Co Ltd —Middlesbrough
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Organisational skills
Quick apply
2d
Head of Quality and Continual Improvement
Selwood Limited —Stockton-on-Tees
- Hybrid work
- Computer literacy
- Continuous improvement
- Travel
- Annual leave
- Employee assistance programme
Quick apply
Operations Assistant
OEG Energy Group —Hartlepool
- Rotating shift
- Continuous improvement
- Organisational skills
- Communication skills
Operations Assistant
OEG Group —Hartlepool
- Rotating shift
- Organisational skills
- In-person
- Communication skills
Quick apply
Head of Digital Services (IT)
Middlesbrough College —Middlesbrough
- £53,352 - £62,751 a year
- Call to connect
- Annual leave
- Employee assistance programme
Head of Ecommerce & Digital Marketing
The Danesmoor Group —Newton Aycliffe
- Up to £65,000 a year
- Full-time
- Social media management
- In-person
- Leadership
- Free parking
- Employee discount
Quick apply
6d
People Data Analyst
Thirteen —Middlesbrough
- £43,798 a year
- Call to connect
- Hybrid work
- Data analysis skills
- Annual leave
1d
Night Supervisor
Admiral Slots —Middlesbrough
- £13.45 an hour
- Full-time
- Customer service
- Cash handling
Quick apply
Waste Operative (Thirteen Recycling Centre)
Thirteen —Middlesbrough
- £26,453 a year
- Full-time
- Travel
- Annual leave
1d
Branch Operations Manager
Greenthumb —Redcar
- £30,000 - £32,000 a year
- Full-time
- Training & development
- Employee assistance programme
- Employee discount
Quick apply
Key Account Manager
GFD Trading Limited —Thornaby on Tees
- £23,500 - £45,000 a year
- Full-time
- Salesforce
- In-person
- Leadership
- Free parking
- Employee discount
Quick apply
9h

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head of customer experience jobs near middlesbrough, nyk

Customer Experience Director

Thirteen -
Middlesbrough

Apply Now

Job details

£108,990 a year
5 days ago

Benefits

Annual leave
Company pension

Qualifications

Continuous improvement
Continuous improvement cycles oversight
Relationship management
Change leadership
Customer interaction
Leadership
Team motivation leadership

Full job description

Role Overview:

Thirteen Group is looking for an exceptional Customer Experience Director to lead the delivery of our organisation-wide customer experience strategy and help us become the most trusted housing association, with happy customers.

This is a significant leadership opportunity to shape customer experience at scale across one of the region’s largest housing associations. You’ll build on strong foundations, influence across the organisation and make sure customer insight, voice and experience are central to how we design and deliver services.

You’ll lead transformational programmes that make it easier for customers to interact with us, reduce customer effort and improve consistency across every touchpoint. You’ll bring fresh thinking, challenge where needed and help colleagues across Thirteen understand the role they play in delivering a great customer experience.

We’re looking for a visible, values-led leader who can combine empathy with grip, pace and delivery. If you thrive on leading change, inspiring people and improving services for customers, this is your opportunity to make a lasting impact.

You’ll be expected to work a minimum of two to three days a week from our fantastic head office at Hudson Quay in Middlesbrough. Flexibility is important, so there may be times when additional presence at the office is required to meet business and team needs.

Thirteen Benefits:

Salary £108,990 per annum
Annual leave 31 days, a day off for your birthday, plus bank holidays.
Pension up to 17% contributions (flexible contribution rates of up to 7% colleague and up to 10% employer).
Simply Health save money on common health expenses and get access to health and wellbeing support services.
T’dar our Discount and Reward platform giving you huge savings on everyday brands.
Opportunities to buy and sell annual leave

Key Responsibilities:

Reporting to the Chief Customer Officer, Serena, you’ll lead the launch and delivery of our customer experience strategy, making sure services are shaped around what customers need and the outcomes we want to achieve.
With responsibility for approximately 100,000 customers across more than 36,000 homes, you’ll work collaboratively across Thirteen to create seamless customer journeys and strengthen customer trust in Thirteen.
Lead and develop a refreshed customer experience function, bringing together customer insight, engagement and journey mapping to drive meaningful and measurable improvements.
Drive continuous improvement across the end-to-end customer journey, improving trust, reducing repeat contact and making services easier and more consistent for customers.
Use insight, segmentation, complaints and performance data to identify root causes, shape priorities and turn learning into practical service improvements.
Shape and evolve our customer involvement and scrutiny frameworks, ensuring diverse customer voices influence decision-making and service improvements.
Champion multi-channel service excellence, strengthening digital self-service where it works for customers while improving first contact resolution and overall customer satisfaction.

About You:

You’ll be an experienced senior leader with a strong track record of delivering customer-focused strategies, service improvement and transformation within large, complex organisations.
You’ll understand customer insight, service design, journey mapping, segmentation and digital customer engagement, and be able to translate data into clear action and better customer outcomes.
A skilled relationship builder with the credibility and influence to engage with Boards, regulators, customers, partners and colleagues at all levels.
You’ll be resilient, adaptable and comfortable working at pace, with the confidence to challenge constructively and the judgement to balance customer needs, operational delivery and organisational priorities.
As an exceptional people leader, you’ll inspire teams, lead through change and create an environment where colleagues feel empowered to improve services and deliver great experiences for customers.

Why Thirteen

At Thirteen, we work together to provide quality homes, build stronger communities, and support people to live well. As the largest housing association in the North East and among the top 25 nationally, we manage over 36,000 homes, with over 1,600 colleagues providing services for around 100,000 customers.

Our vision is to be the most trusted housing association, with happy customers. Following a colleague-led culture refresh, we’re embedding our ‘Better Together’ approach as well as our values: Accountable, Proactive, Courageous, Considerate.

We have also secured the highest possible C1/G1/V1 ratings following an inspection by the Regulator of Social Housing, providing strong assurance on our governance, financial viability and consumer standards.

But we’re not standing still. We’re continuing to transform how we work so customers experience services that are simple, joined up and consistently good.

Interested?

Take a look at the recruitment pack, which includes further details about this opportunity: customer-experience-director-recruitment-004.pdf

If you’d like further information about the role, please contact Thirteen’s Talent team by emailing: [email protected]

We’re not working with recruitment partners on this position.

Ready to help shape the future of customer experience at Thirteen?

Join us and play a leading role in improving lives every day. Apply now and help us deliver services that customers trust and value.

As part of our hiring process, if you’re successful we’ll need to verify your right to work in the UK. Unfortunately, we are not a Skilled Worker Sponsoring Employer at this time.

Apply Now

Refine Your Search

head of customer experience jobs in middlesbrough, nyk

Customer Experience Director

Application Specialist - Labman Products

Head of Supply Chain

Accommodation Services Manager

Business Development Manager

Head of Student Accommodation Services

Administrator

Service Colleague (Express)

Service Desk Manager

Import/Export Coordinator

Head of Quality and Continual Improvement

Operations Assistant

Operations Assistant

Head of Digital Services (IT)

Head of Ecommerce & Digital Marketing

People Data Analyst

Night Supervisor

Waste Operative (Thirteen Recycling Centre)

Branch Operations Manager

Key Account Manager

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