Customer Experience Director

SettleParadigm is a new organisation formed through the merger of Settle Group and Paradigm Housing Group. Our priority is to deliver more high-quality affordable homes, excellent services and neighbourhoods we can be proud of.

We currently manage over 30,000 homes across Hertfordshire, Bedfordshire, Buckinghamshire and surrounding counties. By joining together, we are realising the benefits of scale while remaining locally focused and connected to the communities we serve. Our shared ambition is to build more affordable homes and deliver even greater impact for our residents.

This is a rare and exciting opportunity to play a pivotal leadership role in shaping the future of customer experience within one of the UK’s most ambitious housing groups. As Customer Experience Director, you will lead a critical function responsible for understanding and embedding the customer voice at the heart of decision-making, service design and delivery across the organisation.

About the role

Reporting to the Executive Director of Customer and as a key member of the Leadership Team, you will:

• Lead the organisation’s customer experience strategy, ensuring a customer journey approach and resident voice is embedded across all services, decision-making and continuous improvement.
• Oversee customer insight, engagement, data, quality assurance and compliance with Consumer Standards and Tenant Satisfaction Measures (TSMs).
• Champion a customer-centred culture, ensuring insight is translated into tangible service improvements and measurable outcomes.
• Act as the senior responsible client of customer serving systems and digital solutions, driving innovation and enabling effective self-service and service delivery.
• Ensure full compliance with all relevant legislation, regulatory requirements and consumer standards, maintaining strong governance and inspection readiness.
• Provide strategic leadership across customer engagement and experience, influencing Executive, Board and key stakeholders.
• Drive performance, accountability and continuous improvement across multi-disciplinary teams and services.

The role will be based across our operating regions, with regular travel required and a flexible approach to hybrid working.

About you

We are seeking an exceptional senior leader with:

• Significant experience in a senior leadership role within social housing or a highly regulated environment, with a strong focus on customer experience.
• A proven track record of embedding customer voice, insight and engagement into organisational strategy and service delivery.
• Deep understanding of consumer regulation, including Consumer Standards and Tenant Satisfaction Measures.
• Strong analytical capability, with the ability to translate data and insight into actionable improvements.
• Experience leading system transformation, digital innovation and service improvement programmes.
• Outstanding stakeholder management and influencing skills, with the ability to operate at Executive and Board level.
• A passion for delivering excellent services and improving outcomes for residents and communities.

You will be a strategic, forward-thinking leader who combines vision with delivery, able to inspire teams and drive a culture of continuous improvement, accountability and customer focus.

Why join SettleParadigm?

This is a pivotal role within a dynamic and forward-thinking organisation undergoing significant transformation. You will play a central part in shaping how we listen to, engage with and deliver for our residents.

We offer an ambitious, supportive environment where your leadership will directly impact resident satisfaction, service quality and the long-term success of the organisation.

For more information

For more information, please reach out to Tom Neely, Director at Neemar Search (tomneely@neemarsearch.com) or Eliot Jeffries, Delivery Consultant at Neemar Search (eliotjeffries@neemarsearch.com).

Our Commitment to Inclusion

At SettleParadigm, we know that our people are at the heart of everything we do. We believe that what makes working here different is our commitment to be a place where people enjoy their work, where everyone can belong, and where professionalism and passion shine through in everything we do.

As an employer of over 1,000 people, we are committed to creating an inclusive workplace and community where everyone is respected, valued, and welcomed. We promote fairness and ensure no discrimination based on age, disability, gender, race, religion, or other protected characteristics.

We positively promote diversity and welcome applications from individuals of all backgrounds, experiences and perspectives. Our recruitment process is fair and accessible, ensuring equal opportunities for all candidates. As a Disability Confident employer, we’re happy to make reasonable adjustments throughout the process, please let us know if there’s anything we can do to support you.

By submitting your application, you consent to Neemar Search sharing your details with relevant third parties as part of the recruitment process.