Chief Customer Officer (CCO)
As Chief Customer Officer, you’ll be the strategic voice of the resident at the executive table—driving a culture that puts people first. Reporting to the Chief Executive, you will shape PA Housing’s customer experience strategy, leading transformational change and operational excellence across housing services, resident engagement, and community impact. This role builds on solid foundations to elevate service delivery; this is evolution not revolution.
This isn’t a box-ticking job. We’re looking for someone who does not accept the norms, the curiosity to find better ways, able to confidently say no when it’s the honest and appropriate response, and the character to know right from wrong – and act on it. You’ll report directly to the Chief Executive and be part of the Executive Management Team, shaping strategy and steering change across the whole organisation. This role isn’t about a complete reset—it’s about enhancing and evolving what’s already working well.
Your mission:
Place residents and communities at the heart of everything we do—translating their voice into meaningful action, service innovation, and long-lasting trust.
You will do this through:
- The design and delivery of a bold customer vision that empowers residents and transforms lives.
- Delivering seamless, high-quality services that meet regulatory expectations and exceed resident needs.
- Being a catalyst for a culture of excellence, inclusivity, and collaboration across PA Housing.
- Inspiring confidence through clear, ethical leadership.
Key aspects of your role include (but are not limited to):
- Customer Strategy: Deliver an inclusive customer experience strategy that reflects our core values—Respect, One Team, and Deliver.
- Voice of the Customer: Embed resident insight in every decision—from executive strategy to everyday service delivery.
- Change Leadership: Champion digital transformation and challenge outdated systems in partnership with the Executive Director of Business Improvement.
- Operational Leadership: Oversee all resident-facing services with a focus on excellence, responsiveness, and innovation.
- Culture & Leadership: Build a transparent, empowering culture where multi-disciplinary teams thrive and are united by purpose.
- Strategic Collaboration: Partner with teams across Development, Finance, and Asset Management to deliver joined-up solutions for residents.
- Stakeholder Relationships: Build trust with residents, regulators, board members, and community partners.
- Creative Challenge: Question the status quo to unlock new possibilities for service delivery and community impact.
This role profile is not intended to be an exhaustive list; its aim is to give a broad representation of what will be expected of the post-holder. Other reasonable duties, tasks and responsibilities may be required of the post-holder from time to time; these will be reasonable and broadly consistent with the responsibilities described above and/or intended to assist PA Housing in meeting its stated objectives.