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Customer Experience Director

2 months ago

Kenilworth, Warwickshire, United Kingdom Stonewater Full time
About the Role

We are seeking a credible and talented leader to join our Housing Senior Leadership Team as a Customer Experience Director. In this role, you will be responsible for ensuring that customer feedback, insights, and learnings are fully leveraged to shape the strategic, operational, and policy framework for the Customer Experience (CX) directorate.

Key Responsibilities
  • Lead the development and implementation of customer-centric strategies to drive business growth and improve customer satisfaction.
  • Collaborate closely with peers to ensure that the business anticipates and addresses both current and future customer needs.
  • Play a key role in the continuous evolution and improvement of our operational services, ensuring they align with our Customer Promise, the Regulator's consumer standards, and our Customer Excellence Strategic Objectives.
  • Foster a high-performance culture where colleagues are engaged, empowered, and supported to excel.
About Us

Stonewater is a leading housing provider, managing around 39,000 homes, serving 82,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.

We're looking for like-minded people to join our team of over 800 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.

What We Offer

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.