Business Engagement and Service Improvement Manager

Are you an experienced leader in service improvement, project management, or change management with a passion for delivering better outcomes for customers and colleagues?

We’re looking for a Business Engagement & Service Improvement Manager to lead a team focused on identifying opportunities for change, driving continuous improvement, and ensuring customer and colleague insights are at the heart of everything we do.

In this role, you’ll lead and develop a team of Service Improvement Coordinators and Root Cause Analysts, providing clear direction, coaching, and support to help them identify and deliver meaningful improvements across the organisation. You’ll play a key role in strengthening our Root Cause Analysis capability, ensuring robust methodologies and evidence-based approaches are used to identify underlying issues, generate insight, and drive buy-in to make sustainable service improvements.

A significant part of the role involves ensuring customer and colleague feedback directly informs decision‑making. You’ll work closely with colleagues across Customer Experience, Insights, and People & Organisational Development to turn feedback and insight into recommendations and actions for tangible service improvements, enhanced colleague experiences, and lasting cultural change.

Working closely with operational leaders, you’ll help shape ideas for change, support the development of business cases, and clearly articulate the drivers behind new initiatives, whether regulatory, compliance, operational, or strategic. You’ll act as a trusted partner to stakeholders across the organisation, helping them assess opportunities and prioritise improvements.

You’ll also champion continuous improvement across the organisation by providing tools, frameworks, facilitation, and guidance that enable teams to investigate challenges, solve problems, and where appropriate, deliver change themselves. From conducting reviews and gap analyses to facilitating workshops and working groups, you’ll help create the conditions for successful change and continuous learning.

Working alongside the Head of Change & Service Improvement, you’ll contribute to the forecasting, prioritisation, and sequencing of change activity across the wider portfolio. You’ll help ensure that change initiatives are strategically aligned, well governed, and deliver measurable benefits, while managing stakeholder expectations around scope, resources, and delivery timescales.

We’re looking for someone with proven experience leading service improvement, business engagement, change, or continuous improvement teams. You’ll have strong leadership and stakeholder management skills, experience developing Root Cause Analysis capability, and a track record of turning insight into meaningful operational and customer outcomes. You’ll be an excellent communicator, comfortable working with colleagues at all levels, and passionate about building organisational capability in problem‑solving, service design, and continuous improvement. Knowledge of the social housing sector would be advantageous.

If you’re passionate about helping organisations improve services, empowering teams to solve problems, and delivering meaningful change that makes a difference for customers and colleagues, we’d love to hear from you.

On this occasion, applications from candidates who’ve previously applied for this role won’t be reconsidered, but we appreciate your interest.

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