Resident Experience Manager

Pension Insurance Corporation ("PIC") provides secure retirement incomes through comprehensive risk management and excellence in asset and liability management, as well as exceptional customer service. Our purpose is to pay the pensions of our current and future policyholders. We achieve our purpose by setting Companywide strategic objectives and driving a healthy culture based on our PIC Values of Resilient, Adaptable, and Loyal.

At PIC, we are recruiting for a Resident Experience Manager to join our PIC Capital department on a 12 month Fixed Term Contract basis.

In this role, you will effectively collaborate with Risk, Legal, and Built Environment to secure their buy-in and implement improvements to systems, processes, and technology, as appropriate. You will apply knowledge and insights concerning asset management and how this ultimately impacts our policyholders. You will further deliver strong business outcomes relating to capital, profitability, the Company brand and market reputation whilst achieving positive outcomes for residents of our operational assets on a consistent basis.

Specific accountabilities assigned to the role of Resident Experience Manager within PIC Capital:

1. Responsible for the oversight and governance of customer experience and resident-facing service delivery across all assets, including working collaboratively with stakeholders to provide expert customer-focused input on amenity design, branding, and marketing.
2. Attending final interviews for site staff recruitment to ensure employed site staff demonstrate the core values required within Home by PIC assets.
3. Takes ownership of the design of the customer journey for each asset and creation of a market-leading events programme by working in partnership with the managing agents.
4. Collaborates effectively with technology partners to ensure solutions are on brand and create maximum benefit for residents.
5. Takes ownership of reviewing new technology solutions to enhance customer experience.
6. Accountable for providing excellent monitoring and reporting on all customer-related KPIs, customer reviews and complaints, as well as customer-related ESG targets/initiatives.
7. Takes ownership of the development and implementation of best practices and controls for workflows relating to customer experience within operational assets.
8. Leads continuous improvement initiatives through reviewing customer feedback and inspecting assets.
9. Provides expert insights to enhance organisational initiatives by positively engaging in ESG forums.
10. Takes ownership of their own learning and development in both technical and non-technical skills.
11. Keeps informed of industry trends, market developments, and regulatory changes as well as best practices related to Real Estate.

Experience:

1. Experience in developing and delivering effective branding and marketing campaigns.
2. Experience of reporting business performance at a senior level.
3. Experience of managing third parties to deliver positive outcomes.
4. Experience of designing, implementing, and reviewing customer journeys.

Knowledge:

1. Established knowledge of branding/marketing and customer experience measurement metrics.
2. Expert knowledge of the private rented sector and a good understanding of Build to Rent.

Skills:

1. Strong organisational and communication skills.
2. Ability to persuade and influence both directly and indirectly.
3. Ability to manage third-party suppliers and other resources effectively.
4. Ability to organize work to meet deadlines.
5. Ability to work within defined procedures as recommended by functional teams.
6. Commercial judgement.
7. Good working knowledge of MS Access, MS PowerPoint, MS Word.

Desirable personal attributes aligned to what success looks like in the role:

1. Intellectually curious with a willingness to learn through own research.
2. Strong problem-solving skills utilising consultative questioning to challenge current norms and drive change.
3. Effective communicator - structures insights into clear messages and effectively engages others.
4. Innovative thinker - positive attitude to change and a willingness to embrace new ideas and techniques.

In addition to a competitive base salary and the opportunity to participate in our annual, performance-related bonus plan, upon joining us here at Pension Insurance Corporation, you will get access to some great benefits, including private medical insurance, 28 days' annual leave (excluding bank holidays), a generous pension scheme, and much more.