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- Tasks: Lead a customer-centric strategy and drive innovative service improvements.
- Company: Join Stonewater, a leading housing provider with a mission to transform lives.
- Benefits: Competitive salary, flexible working, and a commitment to diversity and inclusion.
- Why this job: Make a real impact on customer experiences and lead a passionate team.
- Qualifications: Proven leadership in customer service and expertise in digital engagement.
- Other info: Dynamic role with opportunities for professional growth and community collaboration.
The predicted salary is between 120000 - 120000 £ per year.
Location: Home based positions with expectations to travel across the UK
Salary: £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
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.
Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.
To Apply: If you feel you are a suitable candidate and would like to work for Stonewater, please click apply to be redirected to our website to complete your application.
Group Director - Customer Experience in Oxford employer: Stonewater
Contact Detail:
Stonewater Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Group Director - Customer Experience in Oxford
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at Stonewater or similar organisations. A friendly chat can open doors and give you insider info that could make all the difference.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer experience. Think about how you can showcase your leadership skills and data-driven mindset – these are key for the Group Director role!
✨Tip Number 3
Show your passion for customer service! During interviews, share specific examples of how you've championed customer-centric strategies in the past. This will demonstrate your commitment to putting customers at the heart of everything.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, you’ll be part of a community that values ethical and ambitious individuals like you.
We think you need these skills to ace Group Director - Customer Experience in Oxford
Some tips for your application 🫡
Show Your Passion: 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 can make our customers feel truly heard.
Be Data-Driven: Since this role is all about using insight and data to elevate customer satisfaction, make sure to highlight your experience with data-driven decision-making. Share specific examples of how you've used data to improve customer experiences in the past.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the skills and experiences that align with our job description. We love seeing candidates who understand our mission and values.
Apply Through Our Website: Remember, the best way to apply is through our website. It’s straightforward and ensures your application gets to us directly. Plus, it shows you’re keen on joining the Stonewater team!
How to prepare for a job interview at Stonewater
✨Know Your Customer-Centric Strategies
Make sure you can articulate your vision for a customer-centric strategy. Think about how you would put customers at the heart of everything and be ready to share specific examples from your past experiences that demonstrate your ability to drive such initiatives.
✨Showcase Your Leadership Skills
Prepare to discuss your proven senior leadership experience in customer service or related sectors. Be ready to highlight how you've led high-performing teams and fostered a culture of accountability and continuous improvement in previous roles.
✨Demonstrate Data-Driven Decision Making
Since this role requires a data-driven mindset, come prepared with examples of how you've used insights and data to elevate customer satisfaction and engagement. Discuss any digital transformation projects you've led and the impact they had on customer experience.
✨Emphasise Your Commitment to Diversity and Inclusion
Stonewater values equality, diversity, and inclusion, so be sure to express your genuine commitment to these principles. Share any relevant experiences where you've championed diversity in your teams or initiatives that promote inclusivity within customer service.