Resident Insight and Improvement Officer

Permanent, Part Time (21 hours per week) Please note that we do not currently offer any Tier 2 sponsorship About the role Here at Joseph Rowntree Housing Trust, we are seeking a Resident Insight and Improvement Officer to play a key role in ensuring that resident voice and feedback are at the heart of service delivery and continuous improvement across the organisation. The role will analyse and interpret insight from a range of sources, including Tenant Satisfaction Measures (TSMs), complaints learning, engagement activity and customer journey mapping, to identify trends, explore root causes and highlight opportunities to improve the resident experience. Working closely with operational teams, the postholder will support the organisation to learn from resident feedback and complaints by identifying key themes, facilitating discussions with service areas and supporting teams to develop, deliver and monitor meaningful improvement actions. The role will lead Customer Satisfaction (CSAT) and insight meetings with operational teams, helping to understand feedback, monitor satisfaction levels and ensure learning is acted upon. The role is central to the organisation's approach to improving resident experience, ensuring that resident insight is not only captured and understood but actively used to inform decision making, shape service delivery and drive continuous improvement. About you We are looking for someone with experience of analysing resident feedback to identify trends, themes and opportunities for improvement, alongside a good understanding of resident satisfaction measures such as TSMs, CSAT and similar performance indicators. You will be able to translate insight and feedback into practical service improvement actions and demonstrate strong analytical and problem-solving skills, with the ability to interpret both qualitative and quantitative feedback. You will be confident in building effective working relationships with colleagues ac