We’re looking for an experienced and strategic leader to join us as our Head of Insight & Engagement. This is a key role where you’ll shape how we listen to our customers, understand their experiences, and turn that insight into real, meaningful change.
You’ll lead our approach to customer insight and engagement across the organisation, ensuring the voice of our customers is at the heart of everything we do – from day-to-day decisions through to long-term strategy.
What you’ll be doing
You’ll take the lead in developing and delivering a clear, group-wide customer insight and engagement strategy. This will include:
Building and embedding a strong customer insight framework, using data from surveys, complaints, operational systems, and lived experiences
Ensuring insight directly informs decision-making at every level – from service improvements through to strategic investment
Leading our customer engagement approach so that customer voice is visible, valued, and influential at Board and operational levels
Overseeing customer scrutiny and ensuring meaningful, inclusive engagement with diverse customer groups
Leading on regulatory requirements, including Tenant Satisfaction Measures (TSMs), providing assurance and insight to senior stakeholders
Translating insight into clear, actionable recommendations that improve performance and outcomes for customers
Driving transformation in how we collect, use, and act on insight across the organisation
Building strong relationships with regulators, local authorities, and external partners
About you
You’ll be a confident and credible leader with a strong track record in customer insight, engagement, or service improvement at a senior level. You’ll also bring:
Experience of developing and delivering insight or engagement strategies in a complex organisation
The ability to turn data and feedback into clear, impactful action
Strong stakeholder management skills, with experience influencing at executive and board level
Knowledge of regulatory requirements and performance frameworks (ideally within housing or a regulated environment)
Experience of leading and developing high-performing teams
A genuine passion for improving customer outcomes and embedding a customer-first culture
What we offer
We want you to thrive at work and at home. You’ll have access to a range of benefits that support your wellbeing, development, and lifestyle, alongside the opportunity to shape a role that makes a real difference to our customers.
Why join us?
This is an opportunity to lead a critical function at a time where customer voice, transparency, and accountability have never been more important. You’ll play a central role in shaping how we listen, learn, and improve – making a lasting impact for our customers and communities.
Please tell us why you are suitable for this role and how your skills and experience match the role responsibilities.
Please submit your application by Sunday 7 June. Early applications are encouraged as we review throughout the campaign.
The Company
The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country. Recently, the company has won multiple workplace environment awards and has an outstanding record of employee satisfaction.
What we offer
Flexible and hybrid working; many roles support working across our main locations and home
Performance related pay based on shared success
A choice of pension schemes with employer contributions of up to 10%
Employee Assistance Programme that provides 24/7 virtual GP access, prescription service, and talking therapies for you and your family
Generous holiday, occupational sick pay and paid family leave
Annual allowance of £500 to spend on benefits of your choosing, including healthcare plans, dental care, gym membership and much more
Attractive career development opportunities
The Values
Innovation
We are creative and fearless in our work.
Accountability
We take ownership of our work and lead from the front.
Teamwork
We collaborate widely and build supportive environments.
About us
We’re Bromford Flagship LiveWest (BFL), a place-based affordable housing provider supporting almost 300,000 customers across the southwest, central and east of England.
Our purpose is simple and honest: we invest in homes and relationships so that people can thrive. As the UK’s largest provider of new affordable homes, we deliver over 3,000 new homes each year—helping to meet growing demand and build stronger communities.
Why our work matters The need for safe, affordable housing has never been greater. Rising costs, growing inequality and increasing homelessness are making it harder for people to buy or rent a home. Strong housing associations like BFL play a vital role in providing quality homes and creating opportunities for a better future.
Through place-based working, our teams build progress from the ground up. You’ll find us at the heart of the communities we serve—strengthening neighbourhood relationships, responding quickly to changing needs and planning for the long term.
We’re also a place where people can grow. We give our colleagues the tools and opportunities to build meaningful careers, develop future-ready skills and perform at their best, all within a supportive and inclusive culture guided by our values.
We’re a place for people determined to make a difference.
Bromford Flagship LiveWest. A place to make your own.
Our commitment to equality, diversity and inclusion
We’re proud to be recognised as a Great Place to Work, thanks to our inclusive, values-driven culture. We know that diverse teams bring out the best in everyone, and we are committed to creating a workplace where everyone feels valued, supported, and able to thrive.
We are a proud "Disability Confident" (Level 2) and Menopause Friendly employer and have signed the Armed Forces covenant to support those who serve.
We encourage people from all sections of our community to apply for jobs with us. Particularly, we welcome those who have been historically underrepresented in areas of our workforce including people from ethnic minority backgrounds, disabled people and members of the LGBTQIA+ community.
Wherever possible, we offer flexible working arrangements to help you balance your work and personal life, alongside the tools, training, and opportunities you need to develop and succeed in your career.
You have already applied for this vacancy, please go to your account to see your progress.
Privacy Policy
Bromford Privacy Statement
The following explains how we Bromford Flagship Ltd (Data Controllers) intend to use the information you provide in your application, along with your rights, our reasons for requesting it and who will have access to it. Bromford Flagship Ltd which includes Bromford Housing Association Ltd, Flagship Housing Ltd, Bromford Assured Homes Ltd, Bromford Developments Ltd and Bromford Home Ownership Ltd will keep your personal information secure and confidential.
As defined by the General Data Protection Regulation (GDPR) Bromford is the Data Controller and ultimately responsible for ensuring the data you provide is kept secure, processed correctly and that you understand your legal rights in relation to the data you provide.
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If you are unsuccessful in your application your right to work information will be deleted within one month.
Working with Recruitment Agencies
Bromford may partner with recruitment agencies when you apply for a job with us. When this happens, the recruitment agency may process your personal data as an independent controller. If this is the case we will let you know and you should check the recruitment agency’s privacy notice or privacy policy to make sure you understand how they will process your data.
We collect your data for statistical analysis or to extract it as part of a successful employee process in to our HR/Payroll system.
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We are dedicated to providing reasonable access to visitors who wish to review the personal information retained when they apply via our website site and correct any inaccuracies it may contain. If you choose to register, you may access your profile, correct and update your details, or withdraw your details at any time. To do this, you can access your personal profile by using the secure login. In all cases we will treat requests to access information or change information in accordance with applicable legal requirements.
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the right of data portability (to obtain and reuse your personal data)
the right to object to networx and the controller and processors handling of your personal data
the right to withdraw your consent with regards to the handling of your personal data
you have the right to ask for a copy of the information we hold about you (Subject Access Request - S.A.R)
You have the right to lodge a complaint with a supervisory authority - the ICO
Within your candidate account, you can also use the Download Data feature to generate an XML file of the current data we hold on you that you have provided and/or have access to within the account.
Where you exercise your right to object or withdraw your consent we may process your personal data without your knowledge or consent where we are permitted or required by law or regulatory requirements to do so. In such a case, we will not process more personal data than is required under the circumstances.
If you are not satisfied by our actions, you can seek recourse through our internal complaints procedure. If you remain dissatisfied, you have the right to refer the matter to the Information Commissioner (www.ico.org.uk) or seek recourse through the courts.
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