Head of Customer Digital Enablement

Here at Yorkshire Housing, we’re on a mission to make it super easy for customers to get what they need any time, on any device. As our Head of Customer Digital Enablement, you’ll lead the design and delivery of customer obsessed digital services across our portal and app, knowledge platform, and contact channels.

This is a brand new leadership role at Yorkshire Housing, with scope to shape the team that delivers our digital enablement vision. You’ll lead the culture shift as well as the projects—bringing colleagues with you and building capability across the organisation.

If you love turning insight into elegant journeys, championing accessibility, and spotting “what’s next” before customers even ask us, this is the role for you.

What you’ll do

• Own the vision: Set and deliver a clear, customer‑focused digital enablement strategy that aligns to our business plan and transformation roadmap
• Build great journeys: Design and improve end‑to‑end self‑serve experiences so customers stay happily in digital channels
• Make it accessible: Champion inclusion and accessibility standards so our services work for all customers
• Lead our platforms: Act as Product Owner for the Customer App/Portal and steward our Knowledge Platform as a single source of truth for customers and colleagues
• Use data and AI well: Embed intelligent automation and “next best action” so customers get the right help at the right moment
• Measure what matters: Monitor performance (availability, usability, satisfaction) and fix the points where customers drop out
• Bring people with you: Lead and develop a team, upskill colleagues, and work across YH with tech, data and customer teams to make it happen

You’ll thrive here if you’re…

• A proven digital transformation and product leader who’s hands on with agile delivery, user centred design, and performance analytics (KPIs, dashboards, continuous improvement).
• Passionate about accessibility and digital inclusion designing for all customers, and meeting regulatory standards while creating genuinely great and easy to use experiences.
• Collaborative, resilient, and great at translating complex ideas into action that wins hearts, minds, and results.
• Able to work with platform specialists (e.g. Salesforce admins) to turn insight into customer journeys
• Passionate about digital inclusion and a strong grasp of regulatory standards

Bonus points for experience with Salesforce, knowledge platforms, and mobile app ecosystems (or a Level 4 Certificate in Housing—or the desire to work towards it).

What you’ll lead

• The Customer App/Portal and our Knowledge Platform—crafting, governing, and continuously improving the single source of truth for customers and colleagues.

• Digital performance across chatbots and online channels—making sure experiences are accessible, inclusive, available, and joyfully usable.

• Data driven journeys—partnering with tech and data teams to build and optimise self serve journeys and predictive capabilities that keep customers in digital channels (and loving them).

What success looks like

• You measure and improve channel performance, quickly fixing points where customers “fall out” of self serve.

• You (or your team) can design self serve journeys end to end, collaborating with our Salesforce admins and platform specialists so deep coding isn’t essential, but practical product knowhow is.

• You bring solution oriented curiosity: you spot patterns (e.g., thousands asking for the same thing), then turn those insights into elegant, inclusive digital journeys.

What’s in it for you

In return for your expertise, we’re offering a competitive salary in the range of £75,000–£78,000 per annum for a 35-hour week, plus 28 days annual leave (rising to 33 days) and Bank Holidays. You’ll benefit from a flexible reward package, including a cash plan for prescriptions and eye tests, retail discounts, and a pension scheme with matched contributions up to 9%. Wellbeing is a priority, with access to free fitness classes, instant My GP service, and counselling sessions.

Discover more about our employment perks here.

We’re committed to building an inclusive and diverse workplace where everyone can contribute their best work and be themselves. We welcome candidates from all backgrounds and encourage you to apply even if your experience doesn’t match every requirement. If you need support with your application or have questions, contact our recruitment team at recruitment@yorkshirehousing.co.uk.

This role will close on 04.01.26, but we may close earlier if we receive loads of smashing applications so don’t delay. With first stage interviews expected to take place via MS Teams on 08.01.26 – so make sure your diary is free before applying! 2nd stage will be face to face in our Leeds workspace date TBC. Internal applicants must inform their current line manager – it’s the right thing to do!