Group Director of Customer Experience

This is an exciting time for the ACHA Group, as we continue our transformation journey which will fundamentally reshape how and what we do.

We are looking for an ambitious and dynamic individual to join our Senior Management team as the Group Director of Customer Experience, who will work with us to translate and implement this programme of change. Providing excellent customer services is at the heart of what we do and we are looking for a leader who will help revolutionise the customer journey provided by the ACHA Group, strengthening processes and procedures to create an engaging and expert customer experience which empowers staff to deliver excellence.

The Group Director of Customer Experience is accountable for the strategic leadership, and operational performance of the Association’s Customer Service Centre, Housing and Estate Management Teams, Care and Support Teams, Information Technology, Transformation and Business Improvement Teams, and ensures that all related policies, systems and processes follow best practice and regulatory compliance.

This is a permanent role which will allow you to work flexibility with home working and office working at any of our seven office locations in Argyll and Bute (Helensburgh, Dunoon, Oban, Lochgilphead, Campbeltown, Islay and Rothesay).

Argyll Community Housing Association provides 5195 affordable homes for rent, houses over 10% of the population of Argyll and Bute and employs around 270 staff. The Association covers an area of outstanding natural beauty with more than 3,000 miles of coastline, which is one of the largest and most sparsely populated areas in Scotland and has a population of 88,050 scattered across an area of nearly 2,700 square miles. ACHA has housing stock in the six main towns, 13 inhabited islands and most villages throughout the region.

As an ACHA Group employee you will enjoy a fantastic range of benefits including;

25 days annual leave (which increases with time served) and approx. 12 public holidays
A paid day off for your Birthday every year
Strathclyde Pension Fund or Now Pension Scheme Membership
Health Shield Cash Plan
Breeze (which includes 24/7 GP access, wellbeing support and great employee discount perks)
Group Life Assurance
Flexible & Hybrid Working
Enhanced Maternity and Sick Pay Benefits
Cycle to Work Scheme
Holiday Buy and Sell Scheme
Tusker Car Scheme
Access to Aviva DigiCare+

This post requires

Basic Disclosure Scotland check
Full UK Driving Licence
Access to a vehicle insured for business use

This is a great opportunity for an ambitious and innovative leader who enjoys a challenge and will join us in motivating, inspiring, coaching and leading our people in what is an ambitious and challenging transformation agenda.

To apply, please visit the recruitment section of our website. If you cannot access the website, please contact the recruitment team on 01546 605964 or by emailing recruitment@acha.co.uk

For more information, please contact Michelle Mundie on 01546 605926 or email michelle.mundie@acha.co.uk

Closing Date: 12 noon on Friday 20^th November 2026.