Interim Head of Insights
London | Interim Contract

This is an opportunity to lead a high-profile insights function at a pivotal time for a housing organisation. You will play a key role in strengthening how customer and operational insight informs decision-making, service improvement, and regulatory readiness across the business.

The Company

They are a large housing organisation committed to delivering high-quality services and positive outcomes for their customers. As they navigate a period of organisational review and increased regulatory focus, they are seeking an experienced Interim Head of Insights to provide strategic leadership and ensure insight is embedded across the organisation. This assignment offers the chance to make a visible impact on customer experience, operational effectiveness, and organisational performance.

The Role and Deliverables

• Lead the Insights function during a critical period of organisational review and regulatory scrutiny.
• Evaluate how customer and operational insight is gathered, analysed, communicated, and acted upon across the business.
• Review existing insight and feedback processes to assess effectiveness and identify opportunities for improvement.
• Conduct deep-dive assessments of key business processes and map customer and operational journeys.
• Provide strategic recommendations that improve service delivery, customer outcomes, and organisational decision-making.
• Partner with senior stakeholders, including executive leaders, to ensure insight processes can withstand external regulatory scrutiny.

Your Skills & Experience

• Strong experience in a senior Insights, Customer Insight, Customer Intelligence, or Insight Leadership role.
• Extensive experience working within Housing Associations, Social Housing, or a closely related housing environment.
• Deep expertise in Customer Insight, Voice of Customer programmes, and resident engagement initiatives.
• Proven capability in reviewing organisational processes and using evidence-based insights to drive improvement.
• Strong stakeholder management skills with the ability to influence and challenge senior leadership teams.
• Experience translating customer and operational insight into strategic decisions and measurable service improvements.
• Knowledge of regulatory frameworks, customer scrutiny, Consumer Standards, Tenant Satisfaction Measures (TSMs), or Housing Ombudsman requirements is highly desirable.
• Ability to work strategically while remaining hands-on in evaluating processes, journeys, and outcomes.

How to Apply

If you have a strong background in customer insight leadership within social housing and are looking for an opportunity to drive meaningful organisational change, please apply with your latest CV.