Chief Customer Officer

3 weeks ago

Coventry, Coventry, United Kingdom Orbit Group Full time

At Orbit Group, we are dedicated to fostering vibrant communities as one of the UK's foremost housing organizations and a prominent provider of affordable housing solutions.

We firmly believe that everyone deserves a quality home that is financially accessible, in a community they can take pride in. Our homes are home to thousands of individuals.

If you seek a fulfilling career that makes a real difference, consider joining our team. Together, we can ensure that both our customers and communities flourish.

The Role

The Head of Customer Experience will serve as the architect of Orbit's customer engagement strategy, guiding its execution and effectiveness throughout the organization. The successful candidate will establish new benchmarks based on a profound understanding of our customers' needs, ensuring we actively listen, anticipate, and respond to their feedback. This leader will integrate the voice of our customers into the core of the organization by leading a passionate team committed to prioritizing customer satisfaction in all our endeavors.

This position is part of Orbit's Customer Directorate, where you will play a crucial role in fulfilling our commitment to our extensive customer base.

Key Responsibilities

  • Design and implement a holistic customer experience strategy that aligns with Orbit Group's overarching goals.
  • Ensure the strategy is rooted in a comprehensive understanding of our customers' needs and expectations.
  • Lead initiatives aimed at enhancing customer engagement, ensuring we listen to and act upon customer feedback.
  • Anticipate evolving customer needs and provide services tailored to their changing preferences.
  • Inspire colleagues to adopt a customer-centric mindset in all their activities, embedding Orbit's customer commitments throughout service delivery.
  • Oversee and refine customer journeys, ensuring seamless and positive interactions at every point of contact.
  • Drive continuous improvements based on customer insights and feedback, enhancing the overall experience.
  • Ensure service delivery meets and exceeds consumer standards.
  • Be a leading advocate for customer experience, staying informed about industry trends, regulatory expectations, and best practices.
  • Collaborate closely with other departments (e.g., branding, IT, property management, compliance) to ensure a cohesive customer experience.

What You Bring

Essential Qualifications

  • Extensive experience in customer experience management, customer engagement, or related fields with a proven track record of success.
  • Visionary leadership abilities with a history of developing and executing successful customer experience strategies.
  • Expertise in gathering and utilizing customer feedback to drive ongoing improvements.
  • Experience in implementing and enhancing customer journeys.
  • Proficiency in leveraging data and insights to personalize and improve customer interactions.

Why Choose Orbit?

Joining us means experiencing rewards in every aspect.

A Rewarding Experience Tailored for You

We are committed to creating an inclusive environment with benefits and wellness programs designed to support you and your loved ones. To promote a better work-life balance, we offer flexible working arrangements for many positions.

A Path for Advancement

From training programs to professional certifications, we provide opportunities for growth and development at every stage of your career. Whether you are a student, a recent graduate, or an experienced professional, we are here to support your journey.

For leaders, our customized development pathways are designed to enhance and strengthen your leadership capabilities. In addition to practical training, we provide access to renowned business schools and experiential programs for a broader learning experience.

A Purpose You Can Be Proud Of

We take pride in making a positive impact on people's lives together. Our values drive us, with a commercial focus on performance—because the more we succeed, the more we can achieve for our communities.

What unites us is a shared belief in progress and the importance of people.

Our Hiring Process

We strive to make our hiring process straightforward and equitable:

  • Online application
  • Interview(s)
  • Decision and offer

We prioritize the safeguarding of our customers, colleagues, and contractors in all our operations, and as such, certain roles may require a background check.

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