We’ve appointed a new Chief Customer Officer [Archived]

The role forms part of our new look leadership team and sits alongside the Chief Resources Officer, Chief Information and Technology Officer, and Chief Investment and Property Officer posts.

Serena, currently Director of Customer Experience at Metropolitan Thames Valley Housing, will join us in February.

She will lead our customer experience, repairs, property compliance, housing and specialist housing functions as well as our strategy for housing management, tenancy support, and community resilience.

“I am delighted to be joining Thirteen Group to helping shape its strategic direction and strengthen its sector position,” she said. “I’m looking forward to leading a thriving and passionate customer operation, ensuring we have happy customers that trust us.

“I believe every decision should be shaped by customer insight; I am a champion for the voice of the customer – the vital role we play in housing cannot be underestimated.”

At MTVH, Serena led the evolution of the customer experience strategy, the implementation of an income replacement system that improved arrears performance and embedded a new CRM system that provided a single view of the customer.

She describes her leadership style as “collaborative, visible, and values-led”.

Our Chief Executive, Matt Forrest, said: “Serena has extensive experience in regulated environments including financial services, energy, and social housing, and has led face to face, digital and online teams ranging from 30 to over 3,000 colleagues.

“We were impressed by her focus on customer advocacy and trust, experience of transformation and data-led decision making.  I’m excited to welcome her as the final appointment to our new look leadership team and I know she is excited to join us and help accelerate our journey to be the most trusted housing association.”