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Director of Customer Experience

3 months ago

Coventry, United Kingdom Orbit Group Full time

We're building thriving communities as one of the UK's largest housing groups and a leading developer of affordable housing.

We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than 100,000 people live in our homes.

If you want to experience work that's truly rewarding, join us. Because when we achieve together, customers and communities thrive.

Work for Orbit. Believe in people.

The role

The Director of Customer Experience will be the architect of Orbit's customer experience strategy, overseeing its implementation and delivery across the business. The postholder will set new standards based on an intimate knowledge of our customers' needs, ensuring that we listen, anticipate, and act on their feedback. The Director of Customer Experience will take the voice of our customers into the heart of the organisation by leading a dynamic team, passionate about putting the customer at the heart of everything we do.

This role is part of Orbit's Customer directorate where you'll help us to lead the way in keeping our promise to more than 100,000 customers.

What you'll achieve

  • Develop and execute a comprehensive customer experience strategy that aligns with Orbit Group's 2030 strategy.
  • Ensure the strategy is grounded in a deep understanding of our customers' needs and expectations.
  • Lead initiatives to enhance customer engagement, ensuring we listen to and act on customer feedback.
  • Anticipate changing customer needs and deliver services tailored to their evolving preferences.
  • Inspire colleagues to think customer in all that they do, ensuring Orbit's customer commitments are embedded throughout all service delivery.
  • Own and optimise the customer journeys, ensuring seamless and positive interactions at every touchpoint.
  • Drive ongoing improvements based on customer insights and feedback, enhancing the overall experience.
  • Ensure the delivery of services meets and furthermore exceeds the consumer standards.
  • Be a leading voice in customer experience, staying abreast of industry trends, regulatory and Ombudsman expectations and best practices.
  • Work closely with other departments (e.g. brand, IT, property, compliance) to ensure a unified customer experience.

What you'll bring

Essential skills

  • Extensive experience in customer experience, customer engagement, or related fields with a stellar track record of success.
  • Visionary leadership skills with a history of developing and implementing successful customer experience strategies.
  • Skilled in gathering and leveraging customer feedback to drive continuous improvements.
  • Experience in implementing and optimising customer journeys.
  • Proficiency in using data and insights to drive personalisation and improve customer interactions.

Why Orbit?

Choosing us means being rewarded in every sense.

Here's what you can expect to enjoy with us.

A rewarding experience that works for you

We strive to create an inclusive experience with benefits and wellbeing programmes designed to help you, and your loved ones, to thrive. For a better work life balance, we offer flexible working opportunities for many roles.

A place to progress

From training programmes to professional qualifications, we provide opportunities to learn and develop at every stage of your career. Whether you're a student, graduate or experienced professional we'll support you to grow.

For leaders, our tailored development journeys are designed to stretch and strengthen your leadership skills. As well as practical training, we give you access to renowned business schools and experiential programmes for greater breadth and depth of learning.

A purpose to feel proud of

We're proud to make a difference to people together. We're values-driven with a commercial focus on performance - because the more profit we make, the more we can achieve for people.

What brings us together is a passionate belief in progress and people.

Read more about the values and purpose that drive us on our careers website.

How we hire

We aim to make our hiring process simple and fair:

  1. Online application
  2. Interview(s)
  3. Decision and offer

We put the safeguarding of our customers, colleagues and contractors at the heart of everything we do and as such, certain roles will be subject to a DBS check.