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 Director of Customer & Insight. As a key member of the senior leadership team, you will be responsible for shaping and driving Moat’s customer engagement strategy, ensuring data-led decision-making, and embedding a culture of customer excellence throughout the organisation.
Your leadership will be instrumental in delivering innovative, efficient, and digitally enabled customer services that enhance satisfaction and operational performance. You will oversee customer experience, income recovery, and data insight functions, ensuring that services are responsive, accessible, and continuously improving. This role will drive customer-centric service transformation, leading digital innovation and engagement strategies that enhance service delivery and optimise operational efficiency.
Some responsibilities include:
* Lead Moat’s customer engagement strategy, embedding a customer-first culture and ensuring a seamless, accessible service experience.
* Oversee continuous service improvements, digital innovation, and self-service solutions to enhance efficiency.
* Drive income recovery and advice services, ensuring sustainable revenue while supporting customers.
* Develop effective policies and processes to minimise arrears and optimise financial performance.
* Use data and insights to inform strategic decision-making, ensuring robust collection, analysis, and application of customer and operational data to drive improvements.
* Lead service transformation and innovation, embedding digital solutions and ensuring operational agility.
* Engage and influence key stakeholders, representing Moat in sector forums, driving policy influence, and encouraging external partnerships.
* Provide strong, visible leadership, building a high-performing and accountable team culture.
Moat is looking to appoint a senior leader who has the following attributes:
* Senior leadership experience in customer operations, service transformation, and data-driven decision-making.
* Proven ability to influence Board-level decisions and drive strategic initiatives.
* Strong financial acumen, including budget management and income recovery.
* Track record of delivering large-scale transformation projects and embedding customer insights into operations.
* Experience leading high-performing teams and driving cultural change.
* Expertise in strategic portfolio management, continuous improvement, and digital transformation.
* In-depth knowledge of the social housing sector and regulatory compliance.
* Proven ability to use data insights to enhance customer experience and business performance.
* Strong skills in risk management, policy development, and stakeholder engagement.
If you are interested in hearing more about this opportunity, please get in touch with one of our consultants at Neemar Search.
Eliot Jeffries
Senior Associate
07985 791149 – eliotjeffries@neemarsearch.com
Tom Neely
Director
tomneely@neemarsearch.com