Group Director of Customer Experience

Stonewater is seeking an experienced and strategic Group Director of Customer Experience to lead the development and delivery of customer experience across the organisation.

Reporting to the Chief Operating Officer and operating as a key member of the Senior Leadership Team, this is a significant leadership role with responsibility for ensuring residents remain at the heart of service design and delivery. The successful candidate will shape a customer-centric culture, champion service excellence and use insight, innovation and digital transformation to improve the experience of Stonewater’s customers.

The Role

As Group Director of Customer Experience, you will lead the strategic direction and operational delivery of customer experience across Stonewater’s services. You will be responsible for creating a consistent, accessible and responsive customer journey while ensuring the organisation continues to meet regulatory expectations and its wider corporate objectives.

Key responsibilities will include:

• Developing and implementing a customer experience strategy that strengthens customer satisfaction, trust and engagement.
• Leading customer service operations across the Customer Service Centre, ensuring high-quality and consistent services across all channels.
• Using customer insight, data and feedback to identify opportunities for continuous improvement and innovation.
• Overseeing complaints, customer feedback and resolution processes, ensuring learning is captured and embedded across the organisation.
• Championing digital transformation and self-service initiatives to improve accessibility and efficiency.
• Leading Stonewater’s approach to customer engagement and involvement, ensuring customer needs influence services and decision-making.
• Ensuring compliance with the Regulator of Social Housing’s Consumer Standards and other relevant regulatory frameworks.
• Leading and developing high-performing teams across Customer Contact Centre and Customer Success functions.
• Working collaboratively with senior leaders, operational teams and external partners to create a seamless customer journey.
• Representing Stonewater at Board level and externally on matters relating to customer experience.

About You

We are looking for an established senior leader with a strong track record in customer service, housing or a related sector.

You will bring:

• Proven senior leadership experience within customer service, housing or a comparable environment.
• A strong understanding of customer journey mapping, service design and digital engagement.
• Experience of working within a regulated environment, ideally with knowledge of the social housing sector and Consumer Standards.
• Excellent stakeholder management, communication and influencing skills.
• The ability to use customer insight and data to inform decisions and translate evidence into practical improvements.
• Experience of leading teams through change and embedding cultures of accountability, empathy and continuous improvement.
• A demonstrable commitment to equality, diversity and inclusion.
• A relevant professional qualification or equivalent senior-level experience.

This role offers the opportunity to influence customer strategy at organisational level, with decision-making authority across service design, policy implementation and customer experience.

For more information please reach out to Luke Joy at Neemar Search