Darren Lewis
Head of Service Design & Improvement @Trust Housing Association
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WORK HISTORY
Head of Service Design & Improvement @Trust Housing Association
Edinburgh, GB
Lead a team of Service Design & Improvement Partners delivering strategic change, performance management, and service transformation.Oversaw the co-design and implementation of the ‘Time is Now’ strategy, transforming customer-facing teams and embedding a blended working model.Delivered digital transformation projects including Rubixx Housing Management System, CRM, complaints case management, and CX Feedback.Established a Programme Management Office using Monday.com to support governance and reporting.Manage regulatory reporting including the Annual Return on the Charter and quarterly performance updates to the Audit Sub Committee.
EDUCATION
Dumfries & Galloway College
SVQ level 4 & Leadership and Management, Health and Social Care
University of Stirling
Bachelor of Arts (BA), Human Resource Management and Business Law
The University of Stirling
Housing Diploma, Housing Studies
Inveralmond community high school
High School, Various subjects
SKILLS
ABOUT DARREN LEWIS
I’m an enthusiastic and goal-driven leader with a passion for delivering transformational change in housing and customer experience. With over two decades of experience in leadership, service design, and digital transformation, I’ve led strategic initiatives that have reshaped customer journeys, empowered teams, and enhanced organisational performance.As Head of Service Design & Improvement at Trust Housing Association, I lead a high-performing team delivering co-designed solutions, digital innovation, and continuous improvement. I’ve overseen the implementation of our new Housing Management System, CRM, and digital engagement tools, and led the creation of our Programme Management Office using Monday.com.I played a key role in the design and change management of our ‘Time is Now’ strategy, transforming traditional housing functions into modern, cross-trained Customer Experience Teams. I also manage regulatory reporting, including the Annual Return on the Charter and quarterly performance updates to our Audit Sub Committee.I’m a Chartered Member of the Chartered Institute of Housing and currently serve as a Board Member at Almond Housing Association. I’m passionate about inclusive service design, data-driven decision-making, and creating environments where people feel valued and empowered.
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