Customer Engagement and Insight Officer - Goodman Masson : Job Details

Could you be Incommunities new Customer Engagement and Insight Officer? This is an exciting time to join Incommunities and act as a key member of the customer engagement & insight team, ensuring all customers voices are heard. We are looking for a people focused individual that will embed themselves into the community, playing an important role in helping to transform the services we offer to our customers through engagement and insight.

About us

We are a social housing landlord and one of the largest housing providers in the region with over 22,000 social and affordable homes, mainly in the Bradford district. We employ a talented workforce of nearly 1,000 people.

This year we've launched our five-year Corporate Strategy, which runs to 2029. Our purpose is to provide high quality homes, services, and support to our customers, so we've worked with colleagues and customers to find out what's important to them. Our customers sit at the heart of what we do, and our colleagues are the people who'll help us achieve our vision, which is to create the best customer experience to improve everyday lives.

Duties include:

• Scope, design, plan, and deliver inclusive customer insight and engagement initiatives using effective engagement methodologies ensuring that diverse perspectives shape decision-making.
• Analyse and interpret customer insight to identify trends and themes and produce actionable insight that leads to impactful change.
• Champion customer voice across the organisation, ensuring that feedback and insight is valued and heard.
• Build and maintain strong collaborative relationships with customers and stakeholders to foster trust, respect and collaboration.
• Create clear, actionable reports and presentations that influence policy, decision-making, and service delivery.
• Lead and facilitate service improvement initiatives by identifying root cause issues, proposing solutions, facilitating collaborative discussions and monitoring the success of implemented changes.
• Carry out robust impact evaluation to assess effectiveness of customer engagement activities, supported by clear and engaging reporting to all stakeholders.
• Stay updated on customer trends, best practices, and regulatory requirements; ensuring all activities align with organisational strategic aims and consumer standards.

About you

• Thrive on multitasking and delivering multiple projects and tasks simultaneously.
• Bring a positive, can-do attitude and are committed to consistently amplifying the customer voice.
• Enjoy working with data, using your numeracy and analytical skills to uncover insights and make impactful recommendations.
• Are a confident communicator who can produce concise and compelling reports.
• Have a keen eye for detail, particularly in written communication.
• Embrace learning opportunities, think creatively and independently, and you adapt quickly to new ways of working.
• Work effectively both independently and as part of a collaborative team.
• Are passionate about engaging with underrepresented customer groups and ensuring their voices are heard.

Requirements

• Experience in customer engagement and insight, using a variety of research methods and approaches.
• A proven ability to engage effectively with diverse groups of customers and stakeholders, fostering trust, respect and collaboration.
• Strong research and analytical skills, with experience interpreting data to deliver actionable insights and recommendations.
• Creativity and innovation in designing and delivering customer engagement initiatives that are inclusive and accessible.
• Excellent communication and presentation skills, with the ability to translate complex information into clear, engaging reports and presentations.
• A proactive and adaptable mindset, with a commitment to continuous improvement and delivering high-quality outcomes.
• Driving licence and own vehicle (desirable)

Benefits

• Starting salary of £31,870 per year which increases with service
• West Yorkshire Pension Fund membership - Current employer contribution is 15.5%
• Our Hub: our wellbeing and benefits site, with exclusive access to discounts and savings (at over 800 retailers)
• 28 days annual leave, which increases to 30 in your 2nd year and 32 in your 3rd year plus bank holidays
• Option to buy and sell annual leave
• Training, development, and qualification opportunities
• Agile and hybrid working - 2 days p/w in the office (BD17 7BN)
• Corporate health scheme membership
• Access to an Employee Assistance Programme
• Cycle to work scheme
• Free parking onsite

Join Our Team!

We're looking for great people to join us! At Incommunities, we're committed to creating a workplace where everyone feels valued, included, and supported. We actively welcome applicants from all backgrounds, abilities, and experiences—because we know that diverse perspectives make us stronger.

Based in Bradford, a city known for its rich cultural diversity, we serve vibrant communities. As a social housing provider, we're passionate about making a real difference by providing safe, affordable homes and improving lives.

Our recruitment process is designed to support you every step of the way. If you need any adjustments or assistance, just let us know.

We're proud to be a Mindful Employer, committed to mental health and wellbeing. We also hold the ‘Committed' Menopause Friendly Accreditation, recognising the importance of support in the workplace.

?? Apply early! We review applications as they come in and may close the advert before the deadline.

Ready to make an impact? Come work with us!