The Challenge
This assignment was about far more than appointing another executive leader. SettleParadigm needed someone capable of shaping the resident experience across a newly merged organisation, whilst embedding consistency, accountability and trust across multiple operational functions.
The appointment carried significant organisational importance, including:
- Aligning customer operations and resident services following merger integration
- Building confidence across colleagues, residents and governance structures
- Strengthening resident engagement and complaints performance within a highly regulated environment
- Supporting the delivery of top quartile resident satisfaction ambitions by 2028
- Balancing operational delivery with longer-term cultural integration and service redesign
- Ensuring resident voice and operational insight influenced executive decision making
The successful individual needed to operate confidently at Executive level, whilst also bringing visibility, pragmatism and credibility across frontline housing operations.
The Solution
Neemar Search worked closely with SettleParadigm’s executive team to shape a search process focused on leadership capability, organisational fit and long-term impact rather than simply technical alignment to the brief.
The role required an individual who could lead through complexity and ambiguity whilst bringing stability during a period of organisational integration. This meant assessing candidates not only on sector knowledge and operational delivery, but on their ability to influence culture, strengthen accountability and create alignment across teams.
Drawing on Neemar’s established housing leadership network, we engaged a targeted group of senior customer and housing leaders with direct experience of transformation, regulatory accountability and resident-focused operational leadership.
Throughout the process, Neemar provided market insight, challenge and calibration around leadership style, integration experience and stakeholder management. Particular focus was placed on identifying leaders who could balance strategic thinking with operational grip, whilst maintaining a visible commitment to resident outcomes and colleague engagement.
The process was designed to move with pace, whilst maintaining a high level of rigour and transparency throughout.
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.
Neemar successfully supported SettleParadigm in appointing an Executive Director of Customer Service capable of leading one of the organisation’s most visible and strategically important portfolios.
The successful appointee brought executive-level housing leadership experience, alongside a strong track record of leading customer operations, service improvement and organisational change within regulated environments.
The appointment strengthened SettleParadigm’s ability to:
- Progress operational integration across customer-facing services
- Improve consistency of resident experience across geography and tenure types
- Embed stronger accountability around complaints, engagement and service standards
- Align resident insight more closely with strategic decision making
- Support long-term ambitions around resident satisfaction and neighbourhood impact
- Build confidence across colleagues, residents and governance stakeholders during a period of change
By focusing on leadership behaviours, cultural fit and operational credibility, Neemar helped ensure the appointment delivered both immediate stability and long-term strategic value.
The Impact
This appointment helped strengthen leadership capacity at a critical stage in SettleParadigm’s integration journey. By securing an Executive Director capable of balancing operational performance with resident focus and cultural leadership, the organisation was able to continue progressing its wider strategic ambitions without losing pace.
For Neemar, the assignment reflected the importance of sector-focused executive search within housing. The value came not simply from identifying capable candidates, but from understanding the organisational risk, leadership pressures and operational realities behind the brief.
The appointment provided SettleParadigm with leadership continuity, operational confidence and stronger alignment between resident experience, governance and organisational performance.
