Customer Experience Director

Stonewater Careers; Coventry; Remote; GBP 95,000; Full time

Job summary

A prominent housing organization is looking for a Customer Experience Director to lead its customer-facing housing management teams. The ideal candidate will have a strong background in delivering customer services and demonstrate leadership qualities that drive change and enhance customer satisfaction. This role offers a competitive salary and the opportunity to work remotely, leading a dedicated team to meet the needs of customers and the community.

Qualifications

• Proven track record of delivery in customer services.
• Ability to lead and inspire housing management teams.
• Experience in change and performance management.

Responsibilities

• Lead customer facing housing management teams.
• Deliver local housing management services effectively.
• Drive customer satisfaction and trust through strong change management.

Skills

Leadership

Customer service

Change management

Communication

Job description

Customer Experience Director

Location: Remote

Salary: £94,671.46 per annum

Closing Date: 19 December 2025

We're on the hunt for a Customer Experience Director to lead our customer facing housing management teams. If you have a proven track record of delivery and youre decisive, tenacious, collaborative, resilient and relentlessly passionate about great customer service it could be you!

We're looking for an open minded, credible, talented leader to join our fantastic Housing Senior Leadership Team with responsibility for the delivery of local housing management services including anti-social behaviour, tenancy and neighbourhood related services.

We know everyone's on a journey these days, but we’re truly on one, evolving our operating model so that despite our size and geography, we’re connected to our customers and communities and service delivery is responsive, easy, local and personal.

You’ll be a subject matter expert in housing management and will be responsible for making sure we’re winning for our customers by listening, and ensuring teams are equipped and empowered to deliver excellent services which meet current and emerging customer needs.

Through strong change and performance management, process review, systems and policy development you’ll continue to drive customer satisfaction, trust and efficiency, ens…