Tenancy Insight Manager

Overview

In this leadership role, you shape how customer insight, performance data and regulatory standards inform housing service decisions. You’ll head a specialist team to keep tenants at the heart of service delivery and provide intelligence to drive improvements. You’ll collaborate with senior leaders, councillors and partners to use feedback, audits and research to guide strategy. This role offers scope to influence housing policy and engagement, aligning services with high quality, customer-focused outcomes.

Responsibilities

• Lead and develop a high-performing team for customer insight, service assurance and performance analysis
• Analyse complex data and tenant feedback to identify trends and improvement opportunities
• Develop dashboards and reporting tools to support data-driven decisions
• Lead audits, investigations and service reviews to ensure compliance and customer focus
• Oversee collection of customer insight and translate learning into service improvements
• Lead development of housing strategies, policies and consultation responses
• Collaborate with service areas to embed continuous improvement and challenge performance
• Ensure adherence to regulatory standards, governance and performance management

Key requirements

• Degree level education or equivalent experience
• Significant frontline service experience
• Management/leadership qualification or equivalent strategic experience
• Experience leading service improvement, insight, performance or assurance functions
• Strong data analysis and interpretation for decision making
• Experience managing and developing teams
• Experience undertaking audits, reviews or assurance activities
• Experience developing policies, strategies or business improvement initiatives
• Ability to influence senior stakeholders with evidence and insight
• Excellent communication and presentation skills
• Knowledge of regulatory requirements, governance and performance management

• Strong communication and presentation
• Stakeholder influence and collaboration
• Problem solving and strategic thinking
• Data analysis
• Dashboards and reporting tools
• Audits and assurance activities

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