Executive Director of Customer Experience

Job Description Golding Homes is a forward-thinking housing association providing homes and services to more than 20,000 people across Kent. We manage over 8,500 homes, striving to deliver our vision, to be local and listening, visible and trusted, and efficient in everything we do.Were finalising our four-year corporate plan which focuses on putting customers at the heart, safe quality homes and being smart, efficient and future ready. Everything we do is shaped by our customers and were looking for a positive, solutions focused leader to join our Executive Team.If you share our values and aspire for customer centric services that make a real difference and believe in collaboration and the power of one diverse team, we want to hear from you.Were now seeking an Executive Director of Customer Experience to join us.Reporting to the Chief Executive, youll lead a number of Goldings critical customer-facing services and ensure the voice of our customers is embedded across the organisation. Youll play a key role in shaping our strategic direction, ensuring our services remain responsive, inclusive and focused on delivering excellent outcomes for our customers and communities.Key responsibilities include: Lead Goldings customer strategy, ensuring services are shaped by customer insight and feedback.Provide strategic leadership for housing management, customer services, customer engagement and estate services. Lead customer experience directorate ensuring teams are customer-focused, flexible, innovative, cost- effective and add value.Champion a culture where the voice of the customer informs decision-making and service design.Ensure services deliver strong performance while meeting regulatory expectations and consumer standards.Work collaboratively across the organisation to deliver high-quality services and positive outcomes for customers and communities.Contribute to the collective leadership of the organisation as a member of the Executive Team.About you:Youll be an experienced senior leader with a strong track record of delivering customer-focused services and improving service outcomes.Youll bring a clear commitment to placing customers at the heart of our organisation, and the ability to lead teams through change while maintaining a strong focus on service quality and performance.Youll also demonstrate:Significant senior leadership of high-quality, customer-focused housing services.Experience of driving service improvement and organisational change. Strong strategic thinking and leadership capability.The ability to build effective relationships with customers, colleagues and partners.A collaborative leadership style aligned with organisational values. This is a great time to join Golding as we move into our next phase of growth, to make a positive impact on our customers and communities.If you are interested in hearing more information, please get in touch with our consultants at Neemar Search for a confidential conversation. Tom Neely Director [email protected] Eliot JeffriesDelivery Consultant [email protected]

Created: 2026-03-20