Customer Engagement Officer (Digital)
Salary: £41,185 + excellent benefits
Location: Letchworth Garden City or High Wycombe
Hybrid working: Two days per week in the office, and three days from home (with occasional travel between offices and in the community)
Contract: 12-month fixed term contract
Hours: Full time, 37 hours per week (Monday - Friday)

Are you looking to join a growing, values-led organisation with a clear social purpose?

At SettleParadigm, we’re proud to be the largest housing group in the region, managing over 30,000 homes across Buckinghamshire, Bedfordshire, and Hertfordshire.

Everything we do is about delivering excellent services, high quality homes, neighbourhoods we can be proud of and maximising number of new affordable homes we build. Through our merger we’ve brought together shared values, skills and ambition, so we can build more affordable homes and make an even bigger difference in the communities we serve

If you're ready to grow your career in a supportive, inclusive environment while helping to shape stronger communities, we’d love to welcome you on our journey. Together, we’re building a better future.

We're looking for a Customer Engagement Officer (Digital) to join our Customer Insight and Influence team on a 12-month fixed-term contract. This is a key role where you will shape how we engage with residents online and help ensure their voices influence decisions across the organisation.

If you are passionate about digital engagement, user experience and creating accessible online journeys, this is a brilliant opportunity to make a meaningful impact.

About the Role

You will lead the evolution of our digital engagement platform, "Connect", and help us build a modern, accessible and resident friendly online experience. You will design digital journeys, create engaging content, analyse user behaviour and support colleagues to deliver high quality digital engagement across a range of projects.

You will also play a central role in the redesign and rebrand of the Connect platform, working closely with Communications, IT and colleagues across the business.

This is a hands on role that blends digital content design, UX, analytics, project management and resident engagement.

Key Responsibilities:

• Act as the go to expert for digital engagement across SettleParadigm

• Manage day to day activity on the Connect platform including content creation, publishing and optimisation

• Design clear and intuitive user journeys that make it easy for residents to take part

• Create engaging digital content including pages, surveys and interactive tools

• Ensure accessibility to Web Content Accessibility Guidelines Level AA

• Develop resident friendly email and SMS communications using segmentation and targeting

• Analyse engagement data using GA4, Tag Manager or similar tools

• Translate insight into recommendations that influence decision making

• Train and support colleagues to create and publish content

• Project manage the Connect platform relaunch for Autumn twenty twenty six

• Review and improve our digital engagement offer with input from residents and colleagues

• Support use of CX Feedback to improve local engagement and customer surveys

• Support impact assessments and help publicise outcomes through articles, blogs and stories

• Support in person engagement including Big Door Knocks and local events

What We’re Looking For

Must haves:

• Experience designing and delivering digital engagement or digital research

• Experience creating accessible digital content and communications

• Experience mapping and improving user journeys using UX and inclusive design

• Experience designing mobile first experiences

• Experience using analytics tools such as GA4, Tag Manager or Hotjar

• Experience working with accessibility standards

• Strong project management skills

• Strong verbal communication skills

• Strong written communication skills for content and reporting

• Strong analytical skills

• Ability to build relationships with colleagues and customers

• Ability to work independently and deliver end to end initiatives

• Flexibility and comfort with change

Nice to haves:

• Experience working in housing or a regulated service

• Experience managing risk in public facing digital content

• Experience planning and running usability testing

• Experience designing and delivering customer surveys

• Confidence in facilitation and presenting

• An innovative mindset with creative problem solving

Benefits

At SettleParadigm, we believe in creating an environment where our people feel valued, supported, and inspired to grow. Our comprehensive benefits and rewards package reflects this commitment.

• annual salary: £41,185 per annum

• 25 days holiday, increasing with service, plus Christmas closure and buy options

• Generous pension scheme – up to 9.5% employer contribution via salary sacrifice

• Family-friendly leave: Enhanced maternity, paternity, and adoption leave

• Health cash plan – claim up to £1,800 for everyday health costs (plus free kids’ cover)

• Life cover and income protection

• Flexible working – hybrid options, modern offices, free parking & EV charging

And that’s just the beginning! We’re also thrilled to provide:

• Mental Health First Aiders available to support

• Car leasing via salary sacrifice (for permanent colleagues subject to conditions)

• Funded training, qualifications & apprenticeships

• 3 paid volunteering days in the local communities

• Peer-recognition rewards platform

• Paid professional subscription (one per year)

Working Hours & Additional Pay

• 37 hours per week, Monday - Friday.

Our Commitment

We are committed to creating an inclusive workforce, by reflecting and representing the diversity of the communities we serve. We would like to encourage applications from disadvantaged socio-economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ+ community and people from underrepresented groups.

Accessibility and Adjustments

We are committed to providing reasonable adjustments throughout our recruitment process and we’ll always endeavour to be as accommodating as possible. Please let us know in advance of any suitable arrangements required.

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a basic or enhanced Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.

Closing Date: 15.06.2026

We reserve the right to close this vacancy earlier than the closing date should we find a suitable candidate.