Head of Service Quality & Insights

About the role

Respond, a leading Approved Housing Body in Ireland, is seeking a Head of Service Quality & Insights to drive a culture of service excellence across its Housing and Services directorates. Reporting to the Director of Housing and supporting the Director of Services, you will lead the strategic development of performance analytics, customer insights, risk management and quality assurance.

Key responsibilities

• Develop and maintain performance reporting systems and ensure high‑quality data collection.
• Analyse qualitative and quantitative data to generate actionable insights for service improvement.
• Oversee quality assurance processes and deliver tailored training for staff across departments.
• Collaborate with Strategy & Public Affairs, Finance, Compliance and other key functions to align insights with organisational goals.
• Manage risk frameworks and ensure IT systems remain fit for purpose, monitoring emerging technologies such as AI.
• Support operational teams with performance information and contribute to policy and practice reviews.

Required profile

• Proven senior leadership experience in service quality, data analytics or performance management.
• Strong understanding of community complexity and social determinants of health.
• Ability to translate data insights into evidence‑based service improvements.
• Excellent stakeholder management and communication skills.

Required skills