Head of Resident Experience

The Company is seeking a Head of Resident Experience to lead the next phase of its landlord services improvement work. The role will shape resident engagement, complaints handling, customer insight, resident journeys, and access to services. The successful candidate will ensure residents’ feedback informs decisions and service design, and drives continuous improvement. They will work with residents, colleagues, and partners to deliver lasting change, combining strategic leadership with a strong focus on implementation. The ideal candidate will be an ambitious, change-oriented leader with the ability to turn resident insight into practical service improvements. They should bring relevant experience in resident engagement and customer experience, alongside strong strategic thinking and delivery skills. Applicants should provide examples of their experience and outcomes that demonstrate how they meet the role’s requirements.