Executive Director of Housing and Customer Experience

Moat is a leading housing association in the South East, we have over 21,000 homes across Kent, Essex, Sussex and London and a development pipeline of 1,600 new affordable homes. Moat are passionate about providing great homes and services that transform the lives of families and individuals. Moat know that not all customers have the same needs – the organisation ensures that the way they deliver services feels as individual as their customers. They are driven by their values, which define how they work: Be the Change – Embrace flexibility, adaptability, and forward-thinking solutions. Better Together – Collaborate and continuously improve through knowledge sharing and teamwork. Own It – Take responsibility, be empowered, and ensure follow-through. Lead by Example – Work hard, be supportive, and advocate for meaningful change. This is an exciting opportunity to join Moat as Executive Director of Housing and Customer Experience. As a key member of the Executive Management Team, you will have strategic responsibility for delivering high-quality housing services and enhancing the end-to-end customer journey. Your leadership will ensure that customer voices are central to decision-making and service delivery, driving innovation, operational excellence, and regulatory compliance. Some responsibilities include:

• Lead Moat’s customer experience strategy, embedding a culture of accountability, improvement, and excellence.
• Drive customer-centric services through data-led insights, ensuring accessibility, relevance, and responsiveness for Moat’s diverse customer base.
• Ensure full compliance with regulatory standards, acting as the Executive lead for the Customer and Communities Committee.
• Oversee the performance of Neighbourhood Services, Income and Advice, and Customer Resolutions Teams to deliver measurable improvements.
• Develop strong relationships with internal teams, external stakeholders, and the Board to influence and deliver strategic outcomes.
• Champion continuous improvement, implementing service changes that are customer-focused and achieve clear value for money.

Moat is looking to appoint an executive leader who has the following attributes:

• Extensive senior-level experience in customer service delivery within a regulated, customer-focused organisation.
• A track record of improving front-line services and leading cultural and operational change.
• Strong financial acumen and experience managing budgets to deliver value for money.
• Demonstrable experience in embedding a positive, high-performing team culture.
• The ability to drive innovation through the effective use of data, technology, and customer insights.
• Exceptional influencing skills and the ability to manage relationships with Boards, external partners, and diverse stakeholders.
• Level 5 Housing Qualification or equivalent experience.

If you are interested in hearing more about this opportunity, please get in touch with one of our consultants at Neemar Search. Tom Neely Director tomneely@neemarsearch.com Eliot Jeffries Senior Associate 07985 791149 – eliotjeffries@neemarsearch.com