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For Companies At a Glance
- Tasks: Lead strategic research to shape housing services and enhance customer experiences.
- 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: Be part of a values-driven team focused on progress and people.
- Why this job: Make a real impact on communities and help shape the future of housing.
- Qualifications: Strong data skills and experience in customer insight or research roles.
The predicted salary is between 30000 - 40000 £ 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 a Customer Research & Insight Analyst, you will work across Orbit to embed a customer first mindset and ensure customers influence our long-term decision making. By utilising a range of tools such as segmentation and future focused research you will feed into service design, policy development and strategic planning to deliver inclusive, responsive and sustainable housing services. You will drive strategic foresight by embedding horizon scanning into our ways of working, enabling the organisation to proactively track social change, innovation, and sector or wider market trends that inform decision-making and future planning. Your insights will help shape forward-thinking approaches that reflect the diverse needs of our customers and enable the organisation to proactively respond to future challenges and opportunities. 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
- Lead and deliver strategic research aligned with Orbit's 2030 strategy, generating actionable insights into emerging tenant needs and future behaviours to inform policy, service design, and long-term planning.
- Deliver high-impact insight outputs, including interactive Voice of the Customer reports, visual dashboards, and workshops that influence Exec, Board, and Committee-level decisions.
- Maintain a strong understanding of housing sector regulations, including the Consumer Standards, Tenant Satisfaction Measures (TSMs), and the Social Housing Regulation Act, while measuring and analysing the TSMs in line with regulatory reporting requirements to identify key drivers of tenant satisfaction and generate insights that inform service improvements and support our 2030 ambitions.
- Work collaboratively with Customer Excellence leads, operational teams, and colleagues across the organisation to embed the customer voice and actionable insights at every level of our services.
- Ensure that insights drive real change and continuous improvements, shaping the direction of customer journeys and influencing our ways of working.
- Drive the use of customer segmentation to inform services and improve inclusive, personalised customer journeys, with a focus on those with extra support needs or harder to reach groups.
What you'll bring
Essential skills
- Ability to translate complex data into clear, compelling narratives and visual reports.
- Proven ability in managing/maintaining large databases, with strong data literacy skills to interpret, validate and communicate data effectively.
- Proven experience of applying statistical and analytical techniques in a customer experience or insight role.
- Strong skills in both quantitative and qualitative research methodologies.
- Adept at simplifying complex concepts and adapting communication style to suit varied audiences.
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.
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 Research & Insight Analyst employer: Orbit Group
Contact Detail:
Orbit Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Research & Insight Analyst
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, especially those who work at Orbit. A friendly chat can open doors and give you insights that might not be on the job description.
✨Tip Number 2
Prepare for your interview by diving deep into Orbit's values and recent projects. Show us you’re not just another candidate; demonstrate how your skills align with our mission to create thriving communities.
✨Tip Number 3
Practice your storytelling! We love candidates who can turn data into compelling narratives. Think about how you can showcase your analytical skills through real-life examples that resonate with our customer-first mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our team.
We think you need these skills to ace Customer Research & Insight Analyst
Some tips for your application 🫡
Show Your Passion for Customer Insight: When writing your application, let your enthusiasm for understanding customer needs shine through. We want to see how you can contribute to our mission of putting customers first and making a real difference in their lives.
Be Clear and Concise: We appreciate straightforward communication. Make sure your application is easy to read and gets straight to the point. Highlight your relevant experience and skills without unnecessary fluff – we want to know what you bring to the table!
Tailor Your Application: Don’t just send a generic application! Take the time to align your skills and experiences with the specific requirements of the Customer Research & Insight Analyst role. Show us that you understand what we’re looking for and how you fit into our vision.
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, which can help you craft a standout application!
How to prepare for a job interview at Orbit Group
✨Know Your Data
As a Customer Research & Insight Analyst, you'll be dealing with complex data. Make sure you brush up on your data literacy skills and be ready to discuss how you've translated data into actionable insights in the past. Bring examples of reports or dashboards you've created to showcase your ability.
✨Understand the Housing Sector
Familiarise yourself with housing sector regulations, especially the Consumer Standards and Tenant Satisfaction Measures. Being able to discuss these topics will show that you're not just interested in the role but also understand the broader context in which Orbit operates.
✨Showcase Your Research Skills
Prepare to talk about both quantitative and qualitative research methodologies you've used. Be ready to explain how you've applied these techniques to gather insights that have influenced decision-making. Consider bringing a case study that highlights your research process and outcomes.
✨Emphasise Collaboration
This role requires working closely with various teams. Think of examples where you've successfully collaborated with others to embed customer insights into services. Highlight your communication skills and adaptability in working with different audiences to ensure the customer voice is heard.