Customer Experience Director (Customer Voice & Influence)

12 Months Fixed Term Contract, Full Time PROVE THAT UNICORNS EXIST We’re not sure there are many people out there that are experts in customer communication, engagement and complaints. We are so ready to be proved wrong! Are you a strategic, empathetic leader with a passion for people, purpose, and performance? Do you thrive on turning customer feedback into meaningful change? If you\’re big on collaboration and ready to lead with heart and drive impact across a dynamic organisation, we want to hear from you! About the Role We\’re on the lookout for a visionary, values led leader to head up our Customer Voice & Influence function. This is more than a job! It\’s a genuine chance to shape how we listen, respond, and grow with our customers at the centre of everything we do. You’ll be the go-to expert on complaints, communication, and engagement-bringing fresh thinking, strategic insight, and always a collaborative, positive spirit to the table. You’ll lead a talented, dispersed team, champion a culture of customer centricity, and help us deliver services that truly make a difference. What You\’ll Bring * A degree or equivalent experience, ideally with a CIH Level 5 (or working towards it). * Deep expertise in customer engagement, complaints, and communication-with a track record of delivering real-world results. * A sharp understanding of regulatory frameworks and compliance. * Proven leadership of large, diverse teams-building capability, confidence, and cohesion. * A flair for innovation, with the ability to turn strategy into action and insight into improvement. * Strong analytical skills and sound judgement-you know how to balance risk, data, and people. * Excellent communication and influencing skills-you can engage everyone from customers to the Board. * A collaborative mindset and a passion for working across teams to drive shared success. * Resilience, adaptability, and a proactive approach to change. * Confidence with digital tools, performance frameworks, and budget management. * A deep commitment to equality, diversity, and inclusion-and to keeping customer data safe and secure. Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work document. Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date. 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?