Customer Experience Project Lead

The Customer Experience team support the wider business to deliver an excellent customer service through a wide range of customer focused initiatives. As well as managing the Complaints, Compliments and Suggestions service, the team also manage Karbon's Digital Customer Experience, delivering digital improvements that provide our customers more opportunities to self-serve.

The role of Customer Experience Project Lead will support to deliver a range of Customer Experience projects and activities, crucial to the delivery of our Customer Experience Strategy - to provide an excellent service to our customers. This role will span across all teams in Karbon, engaging and collaborating with a range of colleagues and customers.

The role will provide hands on support for a number of in-flight or due to begin projects, and will also support effective learning from customer feedback. This includes delivery of complaint learning exercises and supporting Customer Insight sessions with service teams.

We are looking to appoint a suitably experienced and enthusiastic individual for the role of Customer Experience Project Lead in the Customer Experience Team on a fixed term basis until 31 March 2025., We're looking for someone who has experience in leading end-to-end Customer Experience projects, as well as delivering on a range of action plans. So, as well as multi-tasking, the successful candidate will be skilled at building strong relationships and effectively engaging, collaborating and supporting others across departments. They'll be an experienced project manager with excellent verbal, written, presentation and communication skills.

Whilst it's not necessary to have housing sector experience - a customer focused mindset will be essential. So, you'll be experienced in using customer experience techniques such as satisfaction measurements, customer personas, segmentation, journey mapping and complaint learning approaches.

It's important to us that everyone feels fairly rewarded for the work they do. We offer a competitive and comprehensive benefits package that supports the wellbeing of our people.

• Customer Experience Project Lead - fixed term role until 31 March 2025


• Salary is £39,322 per annum (pro rata across fixed term period)


• Location: Based in North East, office to be confirmed.


• Travel between our Northeast offices may be required


• 37 Hours per week with some homeworking and flexible working

We recognise the contribution people with criminal records can make as colleagues and we welcome all applications. A criminal record will not exclude a candidate from being appointed because of offences that are irrelevant to, and do not place them at, or make them a risk in the role they're applying for.
The role you're applying for is covered by the Rehabilitation of Offenders Act 1974 (ROA). The successful candidate(s) will be asked to submit a basic disclosure and barring check application during pre-employment checks.
Enjoy great benefits
We provide a generous benefits package including 26 days annual leave on commencement rising to 31 days after 3 years' service, birthday leave, occupational pension and a health cash plan, with the option of a flexible pot towards enhanced benefits.
We also provide our colleagues with the opportunity to apply for qualification funding on a range of courses, conferences, and other learning events.