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.
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
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.
- Customer Journey & Voice Insight: 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
Essential skills: 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.
Desirable skills: 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. 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 Voice Manager - Housing 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
✨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 insider info about the role.
✨Tip Number 2
Prepare for your interview by diving deep into customer insight tools and techniques. Show us you know your stuff about real-time surveys and AI technologies – it’ll impress the hiring team!
✨Tip Number 3
Practice your storytelling skills. Be ready to share examples of how you've turned customer feedback into action. We love hearing about real experiences that showcase your impact!
✨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 joining Orbit.
We think you need these skills to ace Customer Voice Manager - Housing
Some tips for your application 🫡
Show Your Passion for Customer Insight:When you're writing your application, let your enthusiasm for customer insight shine through! Share specific examples of how you've used customer feedback to drive improvements in previous roles. We love seeing candidates who genuinely care about making a difference.
Tailor Your Application:Make sure to customise your application to highlight the skills and experiences that align with the Customer Voice Manager role. Use keywords from the job description, like 'customer journey' and 'stakeholder management', to show us you understand what we're looking for.
Be Clear and Concise:We appreciate clarity! Keep your application straightforward and to the point. Avoid jargon and focus on communicating your ideas effectively. This will help us see your communication skills in action, which are super important for this role.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Orbit Group
✨Know Your Customer Insight Tools
Familiarise yourself with the innovative tools and techniques 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 Leadership Skills
Prepare examples of how you've constructively challenged decisions in previous roles to ensure the customer voice is heard. Highlight your experience in managing teams and driving performance, as this will resonate well with their focus on leadership.
✨Understand the Customer Journey
Be prepared to discuss specific friction points you've identified in customer journeys and the solutions you proposed. This shows that you can turn insights into actionable improvements, which is key for the role.
✨Communicate Effectively
Practice articulating your thoughts clearly and confidently, especially when discussing complex insights. Since the role involves influencing various stakeholders, demonstrating strong communication skills will be crucial during your interview.
