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- Tasks: Lead a customer experience strategy that prioritises residents' needs and drives innovation.
- Company: Stonewater, a forward-thinking organisation dedicated to exceptional customer service.
- Benefits: Competitive salary, commitment to diversity, and a supportive work environment.
- Other info: Join a culture of accountability and continuous improvement with growth opportunities.
- Why this job: Make a real difference in people's lives by enhancing customer experiences.
- Qualifications: Proven leadership in customer service and expertise in digital engagement.
The predicted salary is between 70000 - 90000 £ per year.
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.
Group Director - Customer Experience in Coventry employer: Stonewater
Contact Detail:
Stonewater Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Group Director - Customer Experience in Coventry
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing and customer service sectors. Attend industry events or webinars where you can meet people from Stonewater or similar organisations. Remember, it’s all about who you know!
✨Tip Number 2
Show off your expertise! Prepare a presentation or a case study that highlights your experience in customer journey mapping and digital transformation. This will not only demonstrate your skills but also show your passion for elevating customer experiences.
✨Tip Number 3
Be proactive! Don’t just wait for job openings to be posted. Reach out directly to Stonewater or similar companies through our website. Express your interest in the Group Customer Experience Director role and share how you can contribute to their vision.
✨Tip Number 4
Prepare for interviews by practising common questions related to customer experience leadership. Think about how you can articulate your commitment to equality, diversity, and inclusion, as these values are crucial for Stonewater.
We think you need these skills to ace Group Director - Customer Experience in Coventry
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let your enthusiasm for customer experience shine through. We want to see how you can champion a culture where every interaction counts and how you’ve made customers feel heard in your previous roles.
Be Data-Driven: Highlight your experience with data and insights in your application. We’re looking for someone who can elevate satisfaction and engagement using a data-driven mindset, so share specific examples of how you've used data to drive customer-centric strategies.
Tailor Your Application: Make sure to tailor your application to the job description. We want to see how your skills in customer journey mapping and service design align with our needs. Don’t just send a generic application; show us why you’re the perfect fit for this role!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the process. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Stonewater
✨Know Your Customer Experience Stuff
Make sure you brush up on customer journey mapping and service design. Be ready to discuss how you've used data to drive customer satisfaction in your previous roles. Stonewater is looking for someone who can really champion a customer-centric vision, so show them you know what that means!
✨Show Your Leadership Skills
Prepare examples of how you've led teams in high-pressure environments. Talk about how you've fostered a culture of accountability and continuous improvement. They want to see that you can inspire others and drive change, so be ready to share your success stories.
✨Understand the Regulatory Landscape
Familiarise yourself with the regulatory requirements in social housing. Stonewater values strong regulatory understanding, so be prepared to discuss how you've navigated compliance issues in the past. This will show that you’re not just a customer experience expert but also someone who understands the bigger picture.
✨Emphasise Your Commitment to Diversity and Inclusion
Stonewater is committed to equality, diversity, and inclusion, so make sure you highlight your own commitment to these values. Share any initiatives you've been part of that promote inclusivity in the workplace. This will resonate well with their ethos and show that you align with their mission.