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- Tasks: Lead a customer experience strategy that prioritises residents and drives innovation.
- Company: Stonewater, a forward-thinking organisation dedicated to exceptional customer service.
- Benefits: Inclusive workplace, commitment to diversity, and support for mental health and wellbeing.
- Why this job: Make a real difference in customer satisfaction and engagement while leading transformative initiatives.
- Qualifications: Proven leadership in customer service and expertise in digital engagement and service design.
- Other info: Join a supportive team focused on continuous improvement and community impact.
The predicted salary is between 75000 - 100000 £ 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 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 our Menopause Friendly accreditation.
Group Director - Customer Experience employer: Stonewater
Contact Detail:
Stonewater Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Group Director - Customer Experience
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. The more you engage, the better your chances of landing that dream role.
✨Tip Number 2
Prepare for interviews by researching Stonewater’s values and recent projects. Show us how your experience aligns with our customer-centric vision and be ready to discuss how you can drive innovation in customer experience.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation and reiterate your enthusiasm for the role. It keeps you fresh in our minds!
✨Tip Number 4
Apply through our website for the best chance at getting noticed. Tailor your application to highlight your leadership skills and commitment to customer service – we want to see how you can elevate satisfaction and trust!
We think you need these skills to ace Group Director - Customer Experience
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 every customer feels heard. Share specific examples that highlight your commitment to putting customers at the heart of everything you do.
Be Data-Driven: Since this role is all about using insight and data to drive customer satisfaction, make sure to include any relevant metrics or achievements in your application. We love seeing how you've used data to elevate customer engagement and trust in your previous roles.
Highlight Your Leadership Skills: As a senior leader, your ability to inspire and lead teams is crucial. In your application, talk about your experience in leading high-performing customer service operations and how you've fostered a culture of accountability and continuous improvement. We want to know how you can bring that energy to our team!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team at Stonewater!
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 Off Your Leadership Skills
Prepare examples of how you've led high-performing teams in the past. Think about times when 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.
✨Get Familiar with Digital Transformation
Since this role involves digital engagement and self-service innovation, it’s crucial to understand the latest trends in digital transformation. Be prepared to discuss how you've implemented tech solutions to enhance customer experience and make services more responsive.
✨Emphasise Your Commitment to Diversity and Inclusion
Stonewater values equality, diversity, and inclusion, so think about how you can demonstrate your commitment to these principles. Share any initiatives you've been part of that promote inclusivity, and be ready to discuss how you would continue this work in the new role.