Company & ClientOccupopJob TitleHead of Service Quality & InsightsLocationHybrid position, primarily in Dublin and WaterfordEmployment TypePermanent, Full-timeReportingReports to Director of Housing; supports Director of ServicesKey ResponsibilitiesDevelop and implement the Service Quality and Insights strategy aligned with organisational goals; maintain governance frameworks for service quality, performance monitoring, and capturing tenant and service user feedback; advise the Director of Housing and Director of Services on service performance trends and improvement priorities; lead cross-department initiatives to drive continuous service excellence; maintain an overview of external factors that could impact services design; support strategic decision making, strengthen research, and inform external influencing work through robust evidence and insights.Ensure tenants and service users voices are heard and shape evolving services; maintain data platforms with high integrity and adaptability; oversee collection, analysis, and interpretation of tenant/service user and operational data; develop dashboards, scorecards, and performance reporting frameworks; identify trends, root causes, and opportunities for improvement; lead tenant and service user satisfaction surveys and other insight programmes; translate data into actionable insights for policy, strategy, communications, and external engagement; strengthen organisational research.Collaborate with the Director of Housing, Director of Services, and compliance team to establish and oversee quality assurance frameworks and audit methodologies; monitor compliance with internal standards, policies, and regulatory requirements; conduct service reviews and quality assessments; oversee corrective action plans and track improvement initiatives.Work with Department Heads to keep the risk management framework live and embedded; lead complaint and compliment management; embed a culture of openness to learning; maintain audit readiness and regulatory compliance.Lead and develop the Quality and Insights team; coordinate working and consultation groups; build capability in data literacy, quality assurance, and customer insight interpretation across the organisation; foster accountability, performance excellence, and innovation; manage budgets, resource allocation, and planning.Collaborate with Operations, Finance, Legal, Strategy & Public Affairs, IT, Compliance, People and Culture teams for strong alignment; present insight reports and performance updates to the Executive Management Team, Board, and sub-committees; maintain contact with key external stakeholders; develop cross-sector collaborative networks; promote continuous learning and professional development.Essential CriteriaRelevant degree in Housing, Social Sciences, data analytics, customer insights, or research.Minimum 8 years experience in service or housing operations, quality assurance, or customer insights.Proven leadership experience managing analytics or quality teams.Strong experience with performance reporting tools, e.g., Power BI.Experience implementing continuous improvement methodologies.Experience in regulated environments.Closing date for applications27th of May 2026.
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