Nicola Robson
Walsall,South Staffordshire
Summary
Strategic leader in customer experience design with a strong track record of co-creating resident-centric policies and driving service transformation. I bring deep expertise in Housing law and regulation, resident and colleague engagement, policy development, and continuous improvement, ensuring diverse voices shape decision-making and outcomes. Known for delivering measurable impact, fostering inclusive cultures, and aligning with HEART values—honesty, efficiency, accountability, respect, and trust. Hard-working with strong organisational skills, I achieve company goals through exceptional planning and prioritisation. I inspire teams, influence change, and embed the resident voice at the heart of service design.
Overview
22
22
years of professional experience
Work history
Head of Customer Experience Design
Southern Housing
03.2022 - Current
- Directed a programme of strategic customer experience initiatives across Southern Housing, driving measurable improvements in customer experience and operational efficiency, leveraging service design, lean methodologies, and best practice to enhance resident and colleague experiences.
- Led cross-functional collaboration to identify and resolve systemic issues, drawing insights from users, complaints and satisfaction data to inform impactful solutions.
- Embedded user-centred design principles across the organisation.
- Commissioned and managed external research partners, ensuring ethical standards and data protection compliance.
- Developed and presented compelling recommendations to senior leadership and the Board, securing buy-in for customer-centric innovations.
- Championed a culture of continuous improvement, coaching teams to adopt agile ways of working and a growth mindset.
- Created and delivered a programme of organisational policies and procedures aligned with legal, regulatory, and best practice standards to support customer experience excellence.
- Delivered strategic leadership to the Customer Experience Improvement team, modelling HEART values and fostering a high-performance, inclusive culture.
- Monitored and evaluated the impact of implemented solutions, adjusting strategies to optimise outcomes and ensure sustained value.
- Managed budgets effectively, ensuring responsible spend and alignment with policy guidelines.
- Delivered insights on emerging trends and horizon scanning to enhance customer experience strategies
- Led the regulatory submission of annual Complaints self assessment and performance and service improvement report.
- Oversaw Southern Housing's targeted investigation regarding complaints management, demonstrating improvements and adherence post merger, while devising and supervising resulting action plan to successful conclusion.
Regional Manager - Kent
Optivo
08.2020 - 03.2022
- Managed a team of 3 to lead service improvement programme for Operations directorate.
- Delivered project management for service enhancements, including central housing management teams.
- Executed end-to-end process reviews to optimise customer journey and identify efficiencies.
- Designed and implemented central and patchless working solutions, achieving sector-leading service recognition.
- Served as business lead for technology programme in Resident services.
- Directed performance management initiatives and KPI development to elevate productivity and quality.
Service Improvement Manager - Independent Living
Optivo
08.2018 - 08.2020
- Delivered housing management services across 76 Independent Living and Extra Care schemes.
- Achieved Outstanding rating through effective management of external EROSH accreditation process.
- Introduced mobile working solutions, utilising applications to enhance customer experience and operational efficiency.
- Led performance management initiatives, focusing on KPIs to boost productivity and service quality.
- Conducted asset reviews in the Midlands to identify financially unviable properties.
Housing/ Tenancy Sustainment Officer - Kent
AmicusHorizon/ Swale Housing
02.2005 - 12.2018
- Delivered housing management services for 7,500 homes across Kent.
- Led project management initiatives as directed by Regional Manager.
- Executed Patchless Working pilot, subsequently implemented across the organisation.
- Directed Demand Management project to reduce avoidable contact and enhance service efficiency.
- Collaborated with NHS to establish health and housing plan for resident support.
- Developed Tenancy Sustainment role, including business case for permanent positions.
Housing Officer
Moat Housing
01.2004 - 01.2005
Education
PDA - Service Design
Dundee and Angus College
Arbroath /2022 - /2023
Agile Practitioner - Agile Project Management
APMG
2022 - 2022
CIH Level 3 Housing Management -
Chartered Institute of Housing
LLB - Law
University of Derby
DerbyA Level - Government and Politics, English Literature and Media
10 GCSE's - grade A – C
Skills
- Housing law expertise
- Service design and delivery
- Project and risk management
- Budget management
- Report writing and presentations
- Communication and negotiation
- Agile methodologies
- Strategic thinking
- Relationship building
- Influencing and collaboration
- Team leadership
- Delegation and decision-making
- Empowerment strategies
- Customer-centric mindset
- Regulatory knowledge
- Complaint resolution best practice
- Customer engagement strategies
- Journey mapping for customers
- Compliance assurance
- Quality Assurance
Timeline
Head of Customer Experience Design
Southern Housing
03.2022 - Current
Regional Manager - Kent
Optivo
08.2020 - 03.2022
Service Improvement Manager - Independent Living
Optivo
08.2018 - 08.2020
Housing/ Tenancy Sustainment Officer - Kent
AmicusHorizon/ Swale Housing
02.2005 - 12.2018
Housing Officer
Moat Housing
01.2004 - 01.2005
10 GCSE's - grade A – C
PDA - Service Design
Dundee and Angus College
/2022 - /2023
Agile Practitioner - Agile Project Management
APMG
2022 - 2022
CIH Level 3 Housing Management -
Chartered Institute of Housing
LLB - Law
University of Derby
A Level - Government and Politics, English Literature and Media
Similar Profiles
Ellie ButlerEllie Butler
Senior Care and Support Worker at Southern HousingSenior Care and Support Worker at Southern Housing
Lorenz DoyleyLorenz Doyley
Estate/Neighbourhood Services Officer at Southern HousingEstate/Neighbourhood Services Officer at Southern Housing
Lewis James DoyleLewis James Doyle
Multi trader at Southern HousingMulti trader at Southern Housing
Nicola MillsNicola Mills
Deputy manager at Ash House CareDeputy manager at Ash House Care
Keeley JevonsKeeley Jevons
Junior Accountant at Rivet Holdings LtdJunior Accountant at Rivet Holdings Ltd