The Challenge
The brief reflected a significant shift in organisational priorities. Rather than expanding an existing portfolio, SettleParadigm deliberately created a dedicated leadership role to ensure customer experience received focused strategic attention following the merger.
This presented a challenging search. The combination of responsibilities rarely sits within a single Director position, meaning the available talent pool was exceptionally small. The successful candidate needed credibility across customer insight, resident engagement, Consumer Standards, quality assurance, organisational change and digital improvement, whilst also demonstrating the ability to influence colleagues across the wider business and contribute as part of the Senior Leadership Team.
For Neemar, the objective was not simply to find someone with relevant experience. It was to identify leaders who had already delivered meaningful organisational improvement within highly regulated housing organisations and who could help shape the next phase of SettleParadigm's development.
The Solution
Neemar approached the assignment as a specialist market mapping exercise rather than a conventional recruitment campaign.
Working from an agreed profile, we undertook extensive research across housing associations recognised for customer performance, regulatory assurance and service improvement. Particular attention was given to organisations that had demonstrated strong regulatory outcomes and where customer leadership had become a catalyst for wider organisational improvement.
Alongside proactive headhunting, we drew upon long-established relationships across the housing sector, seeking referrals and recommendations from trusted senior leaders who understood both the demands of the role and the calibre of individual required.
Because the brief combined disciplines that often sit across several leadership portfolios, our assessment focused on evidence rather than job titles. We looked beyond functional experience to identify individuals who had successfully influenced organisational culture, strengthened resident engagement, improved regulatory readiness and used customer insight to shape strategic decisions.
The result was a diverse and highly credible shortlist that reflected the quality of the search rather than the size of the market.
The Outcome
The search concluded with the appointment of Jodie Sherwood as Customer Experience Director.
Jodie brought more than seventeen years of housing experience together with Director-level leadership across customer services, transformation, organisational improvement, regulatory recovery, technology and resident engagement. Her experience leading customer-focused transformation following mergers, supporting organisations through regulatory improvement and embedding resident influence aligned closely with SettleParadigm's ambitions for the newly created position.
The strength of the search was demonstrated throughout the process. Six candidates progressed to final interview, with four considered appointable by the client. This provided genuine choice rather than a single preferred option and gave SettleParadigm confidence that the market had been thoroughly explored.
Although the appointment commences in September, the organisation has secured dedicated Senior Leadership capability to help embed customer voice throughout the business and support the continued integration of services following the merger. The appointment also builds on Neemar's existing relationship with SettleParadigm, having previously supported the appointment of the Executive Director of Customer, providing valuable insight into the wider leadership team and organisational priorities.
The Impact
Creating a new Customer Experience Director position represented an important investment in customer leadership following the formation of SettleParadigm. Successfully appointing the right individual ensures the organisation has dedicated leadership focused on resident voice, customer insight and continuous improvement rather than dispersing these responsibilities across multiple portfolios.
For Neemar, the assignment demonstrates the value of combining sector knowledge, trusted relationships and detailed market intelligence when recruiting for specialist leadership positions. Even within a highly competitive market, a carefully planned search delivered genuine choice and enabled SettleParadigm to appoint with confidence.
Candidate Feedback
"I had a very positive and professional experience working with Eliot at Neemar Search. Eliot provided excellent guidance throughout the process and was proactive and diligent from start to finish. I’m delighted with the outcome and grateful for all of Eliot’s support. Thank you again!"
Jodie Sherwood, Customer Experience Director
Client Feedback
"We worked with Eliot and the team at Neemar Search to appoint our new Customer Experience Director and were very pleased with the outcome. Eliot took the time to understand the brief, our organisation and the qualities we were looking for in the successful candidate, providing honest advice and a consultative approach throughout the process.
"The search resulted in a strong and diverse shortlist, with multiple appointable candidates, giving us real confidence in the quality of the market engagement. The process was well managed from start to finish and ultimately led to the appointment of an excellent candidate. We would be happy to recommend Neemar Search to other organisations recruiting at senior level".
Hannah Manyewu, Interim Executive Director, Customer Services
