Customer Transformation Lead

Salary £65,000

Location Chelmsford

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

The Vacancy

We are looking for a Customer Transformation Lead to lead the transformation of customer services required to successfully integrate CHP and Estuary into Delta, ensuring continuity of service at Day 1 while designing and delivering improved customer journeys and service models for the future organisation.

The role is responsible for ensuring that all transformation activity considers and enhances the customer experience, aligning services, processes and systems to deliver a consistent, high-quality service to residents.

The postholder will play a key role in embedding a customer-first approach across the programme, ensuring that integration decisions support both operational stability and long-term service improvement.

What you'll be doing

Lead the development and delivery of the Customer Transformation approach, aligned to the overall integration plan and long-term strategy
Lead the Customer Workstream, ensuring that customer services are aligned and operationally ready for Day 1 with minimal disruption to customers
Oversee the mapping and design of current and future customer journeys, identifying opportunities to simplify, standardise and improve services
Ensure that the customer impacts of all integration and transformation initiatives (including systems, processes and policy changes) are identified, assessed and managed effectively
Work closely with other Transformation Leads (People, Property and other team members) to ensure a joined-up approach to service delivery and customer experience
Provide input into operational and technical projects (e.g. housing management system integration, contact centre changes) to ensure customer experience and service performance are fully considered

What we are looking for

Relevant professional qualification or training in service design, customer experience or operational management (or equivalent experience)
Proven experience leading Customer Service transformation, ideally within large-scale transformation programmes or mergers in the housing or public sector
Strong understanding of customer journeys, service design and operational service delivery, with experience improving services across multiple channels (e.g. contact centres, digital, housing services)
Experience of assessing and managing the customer and service impacts of transformation initiatives, including system implementations (e.g. housing management systems), process redesign and service integration
Strong understanding of change management principles and frameworks (e.g. Prosci, ADKAR), with the ability to apply these in operational environments

Please note the office expectancy of this role is as follows: This role is a hybrid working role, and expected in the office a minimum of 1 day a week to facilitate workshops and work closely with stakeholders in the office or on site..

Benefits

The salary for this post will be £65,000 Per Annum.
Learning and development opportunities
Healthcare cash plan
Robust employee reward and recognition programme
Free and confidential Employee Assistance Programme
Volunteering programme
Competitive pension scheme
25 days annual leave per annum, plus bank holidays, 3 extra days between Christmas and New Year and 1 wellbeing day per annum.
37 hours per week - employees may be able to work flexibly by agreement with their line manager, taking account of business need. We operate a hybrid working policy at Delta Housing Ltd.

Please note: We reserve the right to close this vacancy early if we receive a high volume of applications or successfully appoint a candidate before the closing date. We encourage early applications to avoid disappointment.

INDMED

The Company

We’re a local housing association that’s passionate about tackling the housing shortage in the East of England. We provide warm, safe and affordable homes. But we don’t stop there. We offer a wide range of support and services to help our customers and their communities to thrive.

We want to be an organisation that cares about our customers and communities and is determined to make a difference. We'll be bold and open-minded in our pursuit of solutions to help people transform their lives.

The Benefits

Training and qualifications

Holiday trading

Healthcare cash plan

Shopping discounts

Volunteering hours

Mentoring programme

Our Values

We dare to be different and look for opportunities to evolve and experiment. We’re comfortable taking calculated risks and aren’t afraid to fail and learn from our mistakes. We’re confident in our abilities and the contribution we can make whilst being sensitive and responsive to the needs of our people, customers and communities.

We show our understanding for others in everything we do and continually look for ways we can be helpful. We always assume best intentions and approach each situation with a warm heart. We give our support wherever we can and go out of our way to be kind and considerate to each other and our customers.

We welcome ideas and opinions that are different from our own and look for ways to bring them into our organisation and work. We value diversity of experience and thought, and we’re proactive in addressing bias or prejudice wherever we find it. We treat everyone fairly and strive to be truly inclusive in every way.

We’re resolved to do our very best for the people we serve and our employees by being our best every day. We’re resilient in the face of difficulty, finding creative ways to overcome obstacles. We’re resolute in achieving our objectives and persist until we succeed. We’re focused in our pursuit of excellence and don’t compromise on quality.

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