Group Director - Customer Experience

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 our 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 we 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 JD - Group Director of Customer Experience.pdf Discover Stonewater: Stonewater is a leading housing provider. We manage around 40,000 homes, serving 93,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme. Our mission is to provide quality homes and services for people whose needs are not met by the open market. We’re looking for like-minded people to join our team of over 900 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives. We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation. Are you ready to #DiscoverStonewater? Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.