Customer Insights & Involvement Manager

We're hiring a strategic and customer-focused leader to drive our customer experience, insight, and engagement strategy during a major transformation. As Customer Insights & Involvement Manager, you'll lead a team of Customer Involvement Officers, embedding customer voice, service improvement, and regulatory compliance across the organisation.

You’ll be responsible for planning and delivering engagement activities, supporting customer-led scrutiny, and ensuring feedback loops are closed effectively. You’ll also lead the onboarding of new customers from the L&Q stock transfer, manage third-party agency relationships, and optimise customer voice systems to strengthen insight generation and analysis.

We’re looking for a Customer Insights & Involvement Manager to lead our customer voice strategy during a pivotal time of transformation. This 12-month FTC role will manage a small team of Customer Involvement Officers and work across the organisation to ensure customer insight and involvement are embedded into strategic development, service improvement, and regulatory compliance.

• Manage and support a team of Customer Involvement Officers to deliver representative engagement
• Deliver and evolve the Customer Voice Strategy in line with Consumer Standards
• Lead customer involvement initiatives including steering groups, service reviews, and onboarding programmes
• Monitor performance, impact, and budget of customer involvement activities
• Champion a customer-centric culture and insight-driven decision-making
• Embed and optimise customer voice systems and third-party relationships
• Deliver quarterly impact reports to the Customer Experience Committee
• Support service recovery and ensure customers see how their feedback influences change
• Lead a high-performing team through change, encouraging innovation and continuous improvement

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a basic or enhanced Criminal Disclosure, which will be carried out when a conditional offer is made.

• Experience managing and developing a team
• Experience working cross-functionally and constructively challenging the status quo
• Housing sector experience or qualifications
• Innovative mindset with a proactive, problem-solving attitude
• Degree or relevant professional qualification, or 5+ years’ experience in customer insight, engagement or involvement
• Strong project management and reporting capabilities
• Flexibility and resilience in managing change
• Passion for embedding customer voice into strategic planning and service design.
• Experience engaging directly with customers via panels, focus groups, or co-creation forums
• Full UK driving licence
• Customer-centric approach to solving business challenges
• Excellent communication and report writing skills

At SettleParadigm, we believe in creating an environment where our people feel valued, supported, and inspired to grow. Our comprehensive benefits and rewards package reflects this commitment.

If you're ready to grow your career in a supportive, inclusive environment while helping to shape stronger communities, we’d love to welcome you on our journey. Together, we’re building a better future.

• Peer-recognition rewards platform
• Paid professional subscription (one per year)
• Health cash plan – claim up to £1,800 for everyday health costs (plus free kids’ cover)
• 25 days holiday, increasing with service, plus Christmas closure and buy options
• annual salary: £57,908 per annum
• Generous pension scheme – up to 9.5% employer contribution via salary sacrifice
• Car leasing via salary sacrifice (for permanent colleagues subject to conditions)
• Life cover and income protection
• Flexible working – hybrid options, modern offices, free parking & EV charging
• Family-friendly leave: Enhanced maternity, paternity, and adoption leave
• 3 paid volunteering days in the local communities
• Funded training, qualifications & apprenticeships
• 30+ qualified Mental Health First Aiders available to support