Donna Scully: Insurance Leadership, Claims and the Power of Opportunity
24 May 2025
Operations Director Recruitment for B2B and B2C scaling Insurer
2 June 2025
A retained search for a Customer Experience Director within a Housing Association, requiring a leader who could shape customer strategy, balance cost-to-serve with experience, drive digital channel shift and embed a stronger Voice of the Customer across the organisation, improving tenant satisfaction and working closely with the housing regulator.
The Challenge
Why the role mattered, why CX had lost momentum internally, what the organisation needed the new leader to achieve.
What Made This Search Difficult
Internal candidates, cultural fit, sector expectations, strategic CX remit.
Our Approach
Market mapping, sector knowledge, 30-person shortlist, assessment, handling internals, stakeholder calibration.
The Outcome
Successful hire, CEO endorsement, strong cultural fit, candidate moved into Housing despite not originally considering it.
What This Demonstrates
- Housing leadership recruitment
- Customer Experience leadership
- Cross-sector talent identification
- Internal candidate assessment
- Executive stakeholder management
- Culture and behavioural fit
Hiring a Customer, Operations or Transformation leader in Housing?
Speak to Douglas Jackson about retained executive search.
Housing Executive Search
Chief Customer Officer / Customer leadership page
