Customer Experience Strategist

2 weeks ago


Coventry, Coventry, United Kingdom Orbit Group Full time

Orbit Group is a leading provider of affordable housing in the UK, dedicated to creating thriving communities for over 100,000 residents.

We believe everyone deserves access to safe, quality homes at an affordable price. Our mission is to empower individuals and families by providing exceptional customer experiences throughout their journey with us.

The Role

As the Director of Customer Experience, you will be instrumental in shaping our customer-centric strategy and ensuring its successful implementation across all aspects of our business. You will lead a team passionate about putting the customer at the heart of everything we do.

Your Responsibilities
  • Develop and execute a comprehensive customer experience strategy aligned with Orbit Group's overall objectives.
  • Conduct in-depth research to understand our customers' needs, expectations, and pain points.
  • Lead initiatives to enhance customer engagement and satisfaction through various channels.
  • Anticipate evolving customer preferences and deliver tailored services that meet their changing demands.
  • Foster a culture of customer-centricity throughout the organization by inspiring colleagues at all levels.
  • Optimize customer journeys to ensure seamless and positive interactions at every touchpoint.
  • Continuously monitor and analyze customer feedback to drive improvements and enhance the overall experience.
  • Stay abreast of industry best practices, regulatory requirements, and emerging trends in customer experience.
  • Collaborate closely with other departments to ensure a unified and consistent customer experience across all platforms.
Your Qualifications

We are seeking an experienced and visionary leader with a proven track record of success in customer experience management. You possess:

  • Extensive experience in developing and implementing successful customer experience strategies.
  • Strong analytical skills and the ability to leverage data insights to drive improvements.
  • Excellent communication, interpersonal, and presentation skills.
  • A passion for delivering exceptional customer experiences and a commitment to continuous improvement.


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