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About the Role

Establish and maintain a trusted source of customer insight across the Affordable Housing business, ensuring high-quality data, governance, and analysis to enable evidence-led decision making, improve customer outcomes, strengthen regulatory compliance, and drive service performance.

Responsibilities

• Manage the customer insight and measurement function, ensuring all customer and operational insight is reliably gathered, validated, and triangulated.
• Ensure high standards of data quality, coding accuracy, and analytical integrity, establishing consistent methods for capturing, maintaining, and interpreting customer intelligence.
• Develop and maintain monthly and quarterly learning dashboards, customer insight packs, and customer outcome reports, enabling evidence-led decision making across the business.
• Interpret complex data to identify themes, hotspots, risk indicators, and emerging customer issues, producing concise, actionable insight that informs operational and strategic decisions.
• Prepare and present insight reports to senior leaders, governance forums, and customer panels, translating evidence into compelling narratives that highlight performance and risk.
• Support regulatory assurance by providing high-quality evidence for Consumer Standards, the Customer Outcomes Framework, and customer outcome targets, ensuring measurement is audit-ready.
• Collaborate with and support thematic learning and root cause analysis, supplying robust, triangulated evidence for systemic issue identification.
• Work proactively with operational managers across the business, providing expert interpretation, challenge, and guidance to support meaningful action planning.
• Promote a culture of evidence-led decision making, continuous improvement, and customer-centred learning across all levels of the organisation.

Requirements

• A degree level or equivalent, preferably with a statistical or analytical focus.
• Demonstrable experience within the Housing Sector or other service industries, with a working knowledge of key industry Regulations.
• Advanced understanding of survey methods, performance data, social housing regulation, and customer measurement.
• Understanding of regulatory requirements (Consumer Standards, Housing Ombudsman Code).
• Experience preparing reports for governance audiences and senior leaders.
• Excellent analytical skills and data interpretation ability.
• Strong problem-solving and critical-thinking capabilities.
• Must hold a full valid UK driving licence to drive on company business.

Skills

• Statistical analysis
• Analytical skills
• Data interpretation
• Problem-solving
• Critical-thinking
• Survey methods
• Performance data analysis
• Social housing regulation knowledge
• Customer measurement techniques
• Regulatory compliance understanding

Location

• Homeworking

Work Type

• Full-time

Experience Level

• Not specified

Education Level

• Degree level or equivalent

Salary/Compensations

• £51,379 - £62,412 per year
• London area - £59,291 per annum (rising to £62,412 after 12 months service and subject to satisfactory performance)
• South East region- £53,948 per annum (rising to £56,787 after 12 months service and subject to satisfactory performance)
• Elsewhere in the UK - £51,379 per annum (rising to £54,083 after 12 months service and subject to satisfactory performance)

Benefits

• Company car or car allowance
• 25 days annual leave (rising to a maximum of 30 days) plus public holidays
• Pension scheme with employer contributions
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme
• Staff Networks

About the Company

• We are a not-for-profit housing association, and own and manage around 125,000 homes.
• We foster a diverse and inclusive culture, and nurture and reward talent.
• Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.

Equal Opportunity

• Inclusion is one of our core values.
• Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy.
• We encourage and welcome applications from people from diverse backgrounds to support this mission.
• We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.