Customer Experience Director (Customer Voice & Influence)

Edgy Design Studio - Goedgy.com; Reading; On-site; GBP 125,000 - 150,000; Full time

Job summary

A leading housing provider in Reading seeks a visionary leader for their Customer Voice & Influence function. You will shape customer communication and engagement strategies, leading a dispersed team while fostering a culture of customer centricity. Ideal candidates have a strong background in customer service, team leadership, and regulatory understanding. This role operates with a focus on equality and inclusion, offering a chance to make a real difference in the organization.

Benefits

Support for disability and mental health

Menopause Friendly accreditation

Ethical workplace values

Qualifications

• Experience in customer communication and engagement.
• Strong understanding of regulatory frameworks.
• Ability to drive change with a customer focus.

Responsibilities

• Lead the Customer Voice & Influence function.
• Guide a team in customer engagement strategies.
• Promote a culture of customer centricity.

Skills

Customer engagement expertise

Leadership of diverse teams

Analytical skills

Excellent communication

Collaborative mindset

Proactive approach to change

Education

Degree or equivalent experience

CIH Level 5 (or working towards it)

Tools

Digital tools

Performance frameworks

Job description

12 Months Fixed Term Contract, Full Time

PROVE THAT UNICORNS EXIST

Were not sure there are many people out there that are experts in customer communication, engagement and complaints. We are so ready to be proved wrong!

Are you a strategic, empathetic leader with a passion for people, purpose, and performance? Do you thrive on turning customer feedback into meaningful change? If you're big on collaboration and ready to lead with heart and drive impact across a dynamic organisation, we want to hear from you!

About The Role

We're on the lookout for a visionary, values led leader to head up our Customer Voice & Influence function. This is more than a job! It's a genuine chance to shape how we listen, respond, and grow with our customers at the centre of everything we do.

Youll be the go-to expert on complaints, communication, and engagement-bringing fresh thinking, strategic insight, and always a collaborative, positive spirit to the table. Youll lead a talented, dispersed team, champion a culture of customer centricity, and help us deliver services that truly make a difference.

What You'll Bring

• A degree or equivalent experience, ideally with a CIH Level 5 (or working towards it).
• Deep expertise in customer engagement, complaints, and communication-with a track record of delivering real-world results.
• A sharp understanding of regulatory frameworks and compliance.
• Proven leadership of large, diverse teams-building capability, confidence, and cohesion.
• A flair for innovation, with the ability to turn strategy into action and insight into improvement.
• Strong analytical skills and sound judgement-you know how to balance risk, data, and people.
• Excellent communication and influencing skills-you can engage everyone from customers to the Board.
• A collaborative mindset and a passion for working across teams to drive shared success.
• Resilience, adaptability, and a proactive approach to change.
• Confidence with digital tools, performance frameworks, and budget management.
• A deep commitment to equality, diversity, and inclusion-and to keeping customer data safe and secure.
  
  

Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work document.

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.

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.

Were 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 peoples 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.

Are you ready to#DiscoverStonewater?

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