Stonewater
Group Director of Customer Experience
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
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.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
About You
We are looking for an established senior leader with a strong track record in customer service, housing, or a related sector.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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 the 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 lukejoy@neemarsearch.com.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location