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Case study douglas jackson housing association customer e (1)

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Head of HR, and Recruitment Manager, and a consultative meeting was undertaken. Details of what the business was looking to achieve, as well as the sorts of candidates available and recruitment and Customer Experience best practise were all discussed during an energetic and highly interactive meeting. The COO said at the end of the meeting that they were really excited about hiring their new Customer

Experience Director now, whereas leading up to this meeting the Customer Experience ‘theory’ had gone a little cold as other business agendas had taken over. The search began.

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Case study douglas jackson housing association customer e (1)

  1. 1. CASE STUDY CUSTOMER EXPERIENCE DIRECTOR HOUSING
  2. 2. CUSTOMER EXPERIENCE DIRECTOR - HOUSING Search Details: Hannah visited the client on site to take a brief for the role, and met up with the COO, Head of HR, and Recruitment Manager, and a consultative meeting was undertaken. Details of what the business was looking to achieve, as well as the sorts of candidates available and recruitment and Customer Experience best practice were all discussed during an energetic and highly interactive meeting. The COO said at the end of the meeting that they were really excited about hiring their new Customer Experience Director now, whereas leading up to this meeting the Customer Experience ‘theory’ had gone a little cold as other business agendas had taken over. The search began. Hannah had just placed a Customer Experience Director within the housing sector, within 40 miles, from the location of this housing association, and so was able to pull a shortlist together of 30 candidates very quickly. Cont'd... Overall accountability of Customer Experience excellence and be the Voice of the Customer across the whole of the organisation evangelising a customer first culture Create, gain buy in for and deliver a new Customer Experience strategy that appropriately measures Customer Experience across all touchpoints giving insight as to how improvements can be made and aligning this to the overall corporate strategy Utilise the Head of Customer Feedback & Insight to their full potential realising the value of the role and identifying innovative ways to monitor customer feedback and in turn improving Customer Experience Lead the service function ensuring that the Cost To Serve and Customer Experience are appropriately balanced- Facilitate a customer contact channel shift and uptake of a new digital portal reducing voice contact Client: FTSE 250 Housing Association Role: Customer Experience Director Salary: £120k + 10% bonus Requirements: Douglas Jackson Case Study. CXD Housing Page 2
  3. 3. CUSTOMER EXPERIENCE DIRECTOR HOUSING Search Details continued... As part of this search Hannah was also required to screen any internal applicants, of which there were three. As these individuals were highly likely to remain working with the business after the search was complete, it was critical that they were managed sensitively through the process giving them honest and constructive feedback throughout. In depth interviews and reports were created for these two candidates and they were both put forward as part of the final shortlist. So that the process remained unbiased, Hannah recommended that both be included so that the business could decide whether or not they were progressed further. The COO found that Hannah’s report mirrored many of the development areas of the candidates already highlighted on internal ‘one to one’s’ and so they were confident that the right decision was made to not take either of the internal candidates forward to client interview stages. The COO remarked at how talented they thought Hannah was to be able to identify technical skills and behaviours of these internal candidates so thoroughly after spending only limited time with them. After further face to face screening and assessments carried out by Hannah, six candidates were chosen to be part of the final shortlist. The COO for this role was very different in their communication style to that of the COO of recent hire of the similar role, and so a different shortlist was sent. After an hour long conference call with the business, between Hannah, the COO, the Head of HR and the Recruitment Manager, it was decided that 4 candidates would be progressed to face to face interview with the client. The client chose 2 candidates to go forward to the final stages, and then one to meet with the CEO. Cont'd... Douglas Jackson Case Study. CXD Housing Page 3
  4. 4. CUSTOMER EXPERIENCE DIRECTOR HOUSING Douglas Jackson Case Study. CXD Housing Page 4 Result: The candidate agreed that the housing sector was perfect for them and as a long standing contact of Hannah’s they were already very complimentary of Hannah’s capability and service. The business, the COO, Head of HR and Recruitment Manager gave detailed positive feedback over the phone first of all around finding them such a perfect candidate both from a skillset and cultural perspective. They were also impressed with Hannah’s knowledge of the Customer Experience industry and Customer Experience as a function. They were impressed at how sensitively Hannah had managed the internal applicants and how quickly Hannah summarised their skill sets and personality traits – in fact the COO had said that Hannah was very talented to be able to do this with such limited contact. Since the candidate has started, the CEO has also remarked at how pleased they are to have secured such a high calibre and engaged candidate. Search Details continued... The offer came through with half an hour of the candidate meeting the CEO and after successful negotiation was subsequently secured for the business. The chosen candidate had never thought about going into the housing sector until Hannah had recommended that it would be a great match for their values.

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