Interim Customer Experience (CX) Lead (3-month)

Interim Customer Experience Lead

Location: Norfolk (full-time, office-based)

Contract: 3 months (with potential to extend)

Hours: Full-time, 37 hours per week

We are partnering with a well-established housing association in Norfolk seeking an Interim Customer Experience Lead to provide senior leadership and stability to their Customer Experience team during a period of change and high operational demand.

This is a hands-on interim leadership role focused on steadying a relatively new team, maintaining service standards, driving continuous improvement, and ensuring high-quality customer outcomes across all touchpoints. You will take ownership of both day-to-day performance and longer-term quality and improvement activity.

About the Role

As Interim Customer Experience Lead you will oversee the operational delivery of the customer experience function, coach and develop the team, monitor performance against service standards and KPIs, and act as a visible champion for continuous improvement. The role requires strong leadership presence, resilience, and the ability to calm and focus a team where a significant proportion of staff are relatively new in post.

You will work closely with the Assistant Director of Customer Experience and play a key part in ensuring services are delivered consistently, fai...