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

We are a Disability Confident Employer and are working towards accreditation for becoming a Disability Confident Leader. 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 are working towards accreditation for our Menopause Friendly accreditation.

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