Job Description
Group Director - Customer Experience
Location: Home based positions with expectations to travel across the UK
Salary: £120,000 per annum
Vacancy Type: Full Time
Stonewater is searching for an inspiring Group Customer Experience Director to champion a culture where every interaction counts and every customer feels heard.
In this pivotal senior leadership role, you'll drive a customer centric vision across the organisation -ensuring services are responsive, innovative, and truly aligned with the needs of their residents. As the strategic lead for customer experience, you'll use insight, data, and digital transformation to elevate satisfaction, trust, and engagement.
What you'll lead:
- A bold customer experience strategy that puts customers at the heart of everything they do
- High performing customer service operations across all channels
- Digital transformation and self service innovation
- Customer engagement, involvement, and regulatory compliance
- A culture of accountability, empathy, and continuous improvement
Who you'll work with:
You'll collaborate with the COO, senior leaders, operational teams, customers, regulators, and community partners - representing Stonewater at board level and in key external forums.
What you'll bring
- Proven senior leadership in customer service, housing, or related sectors
- Expertise in customer journey mapping, service design, and digital engagement
- Strong regulatory understanding, especially within social housing
- A data driven mindset and exceptional communication skills
- A genuine commitment to equality, diversity, and inclusion
Discover the organisation:
The organisation is a leading housing provider. They manage around 40,000 homes, serving 93,000 customers across their portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.
Their mission is to provide quality homes and services for people whose needs are not met by the open market.
They're looking for like-minded people to join their team of over 900 talented colleagues who embody their values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people's lives.
They are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows them to record and report on disability, mental health and wellbeing in the workplace to better support their colleagues. They have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. They are committed to being a Menopause Friendly employer and working towards accreditation their Menopause Friendly accreditation.
They reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.
To Apply
If you feel you are a suitable candidate and would like to work for the organisation, please click apply
