Penelope Hill
Group Head of Customer & Partner Performance @Vistry Group
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WORK HISTORY
Group Head of Customer & Partner Performance @Vistry Group
England, GB
Lead customer and partner performance strategy supporting delivery of homes annually and £14.5bn in partner contracts, aligning service performance with wider business objectives.• Provide strategic oversight across 25 regional businesses, embedding consistent customer service standards and driving cultural shift to a partnership-focused operating model.• Lead a major Customer Journey Transformation programme, redesigning the end-to-end experience framework to strengthen accountability, auditable processes and alignment between Sales, Build and Customer Service.• Lead digital transformation across CRM and quality management platforms, including redevelopment of the Group CRM system and redesign of service workflows for complaints, defects and compensation, improving KPI tracking, SLA monitoring and performance insight.• Lead the overhaul of the Group complaints framework, aligning policies, escalation routes and operational processes with the New Homes Quality Code and New Homes Ombudsman requirements.• Lead compliance with key customer regulation including NHQC, Consumer Code and emerging legislation such as Awaab’s Law, translating regulatory requirements into operational processes and strengthening governance and customer protection frameworks.• Designed and implemented the Partner Journey framework, improving collaboration, partner satisfaction and consistent performance across the organisation.• Designed and lead an industry-leading Partner Satisfaction Survey, delivering bi-annual insight to strengthen partner relationships and drive performance improvement.• Establish and oversee customer and partner performance frameworks and KPIs, producing executive insight from customer and operational data to identify root causes and drive service improvement.
EDUCATION
University of the West of England
Media and Cultural Studies
SKILLS
ABOUT PENELOPE HILL
Strategic customer experience leader with a passion for improving how organisations serve their customers and partners. In my current role as Group Head of Customer and Partner Performance at Vistry Group, I provide strategic oversight of customer and partner performance across 25 regional businesses, helping shape the systems, processes and culture that support the delivery of more than homes each year. My work focuses on driving service transformation through a combination of customer insight, operational performance and digital innovation. I have led major programmes including customer journey transformation, CRM redevelopment and the implementation of performance frameworks that use data and insight to identify root causes and deliver meaningful improvements in customer experience. Alongside operational leadership, I work closely with executive teams on regulatory readiness and governance, including compliance with the New Homes Quality Code and supporting the organisation’s response to sector-wide regulatory developments. I enjoy translating complex regulatory and operational challenges into practical, customer-focused solutions that improve service delivery at scale. A core part of my approach is using customer and operational data to understand the real drivers of customer experience and ensure organisations make decisions based on insight rather than assumption. Outside my core role, I’ve also led Vistry’s corporate charity partnerships for the past five years, helping to raise over £2.36 million for national charities through company-wide fundraising initiatives.
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