Location: Home based positions with expectations to travel across the UK
Salary: A GBP 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 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
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