At a Glance
- Tasks: Lead the Customer Insight team to enhance customer experiences and drive improvements.
- Company: Join one of the UK’s largest housing groups dedicated to affordable living.
- Benefits: Flexible working, professional development, and a supportive environment.
- Other info: Hybrid role with opportunities for career growth and community engagement.
- Why this job: Make a real impact by shaping services for over 100,000 customers.
- Qualifications: Experience in customer insight and strong analytical skills required.
The predicted salary is between 40000 - 50000 £ per year.
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.
The role
As the Customer Voice Manager, you’ll lead the Customer Insight team embedding a customer’s first mindset by listening to our customers in real time and acting on their feedback. You will lead on the use of a wide range of innovative tools and techniques—including real-time journey surveys, listening posts, Tenant Satisfaction Measures (TSMs), mystery shopping, demand analysis, and advanced AI technologies such as large language models (LLMs). This role plays a critical part in helping us to achieve our 2030 aspirations, by listening to our customers on scale to deliver our key experience principles across all customer journeys. This is a hybrid working role, based out of our Coventry office circa twice per month (subject to business need). This role is part of our 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
- Leadership
- Constructively challenge decisions to ensure the customer voice shapes key decisions and continuous improvements.
- Manage the team’s performance and monitor risks associated with the successful delivery of the Voice of the Customer Strategy.
- Identify friction points in customer journeys and promote solutions that create better, more human service experiences.
- Turn insights into action, partnering with Customer Excellence, Digital and Service Design teams to ensure excellence every day.
- Integrate voice of the customer insight with demand analysis, identifying friction points, unmet needs and service improvements across our key journeys.
- Stakeholder Management
- Translate customer insight into meaningful action, ensuring feedback drives tangible improvements to services and experiences.
- Collaborate cross-functionally across the organisation to embed the customer voice throughout strategic and operational transformation initiatives.
- Facilitate regular operational excellence meetings whereby customer insight is used to drive both individual performance plans, identify local and community challenges to improve our neighbourhoods and identify strategic opportunities for improvement.
- Compliance & Regulation
- Influence our Board and Committees with clear, impactful insight into tenant/customer priorities and expectations.
- Responsible for developing and maintaining a robust framework for customer voice feeding into our governance structures.
What you'll bring
- Experience in customer insight and/or customer experience management.
- Strong skills in survey design, qualitative and quantitative analysis and turning insight into action.
- Familiarity with Tenant Satisfaction Measures, RSH regulatory framework and customer engagement.
- Experience in applying or working with AI tools (e.g natural language processing, LLMs) for customer insight and data analytics.
- Ability to influence and turn insight into positive change.
- Excellent communication skills with the ability to influence at all levels, from operational teams to executive boards.
- Educated to a degree level and/or completed a relevant level 5 CIH qualification.
- Strong experience in policy and governance, with extensive experience presenting reports to leadership, committees and boards.
- Ability to travel to meet the requirements of the role.
- Experience working in public services, social housing or community engagement.
- Skilled in digital-first engagement tools and inclusive consultation tools.
- Understanding of co-production, customer involvement, community development, and social impact.
- Experience using analytical or Customer Experience management software packages including PowerBi, Qualtrics or others.
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.
- 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.
How we hire
We aim to make our hiring process simple and fair: Online application, Interview(s), 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.
Customer Voice Manager - Housing in Coventry employer: Orbit Group
At Orbit, we are dedicated to building thriving communities and providing affordable housing, making us an exceptional employer for those passionate about social impact. Our inclusive work culture prioritises employee wellbeing and offers flexible working arrangements, alongside robust opportunities for professional growth through tailored training programmes and access to renowned business schools. Join us in our mission to make a meaningful difference, where your contributions directly enhance the lives of over 100,000 customers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Voice Manager - Housing in Coventry
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at Orbit or similar organisations. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Orbit’s values and recent projects. Show us how your experience aligns with our mission to create thriving communities and improve customer experiences.
✨Tip Number 3
Practice makes perfect! Get a mate to do a mock interview with you. Focus on articulating how your skills in customer insight and experience management can directly benefit our customers and communities.
✨Tip Number 4
Don’t forget to follow up! After your interview, drop us a quick thank-you email. It shows your enthusiasm and keeps you fresh in our minds as we make our decision.
We think you need these skills to ace Customer Voice Manager - Housing in Coventry
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Voice Manager role. Highlight your experience in customer insight and how it aligns with our mission at Orbit. We want to see how you can bring value to our team!
Showcase Your Skills:Don’t forget to mention your skills in survey design and data analysis. If you've worked with AI tools or have experience in social housing, let us know! We love seeing how your unique background can contribute to our goals.
Be Authentic:When writing your application, be yourself! Share your passion for customer experience and community development. We’re looking for someone who genuinely believes in making a difference, so let that shine through in your words.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people. Plus, you’ll find all the details about the role and our values there!
How to prepare for a job interview at Orbit Group
✨Know Your Customer Insight Tools
Familiarise yourself with the innovative tools mentioned in the job description, like real-time journey surveys and Tenant Satisfaction Measures. Be ready to discuss how you've used similar tools in the past to gather insights and drive improvements.
✨Showcase Your Analytical Skills
Prepare examples of how you've turned customer feedback into actionable insights. Highlight your experience with qualitative and quantitative analysis, and be specific about the impact your insights had on previous projects or roles.
✨Communicate Effectively
Since this role involves influencing various stakeholders, practice articulating your thoughts clearly and confidently. Think of scenarios where you successfully communicated insights to different levels of an organisation, from operational teams to executive boards.
✨Emphasise Your Collaborative Spirit
This position requires cross-functional collaboration, so be prepared to share examples of how you've worked with other teams to embed customer voices into strategic initiatives. Highlight your ability to build relationships and drive collective action towards common goals.
