At a Glance
- Tasks: Lead the development of Orbit's Digital Customer Contact Strategy and enhance customer interactions.
- Company: Join one of the UK's largest housing groups dedicated to affordable living.
- Benefits: Flexible working, professional development, and a supportive environment for growth.
- Other info: Be part of a values-driven team focused on community and progress.
- Why this job: Make a real impact on customer experiences and help shape digital services.
- Qualifications: Experience in product ownership and digital transformation within complex organisations.
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
Help shape how our customers interact with Orbit. We’re developing the next stage of Orbit’s digital customer experience, giving our customers greater choice over how and when they contact us and making it easier for them to access the services and information they need. We’re looking for an experienced Product Owner specialising in Customer Digital Experience to lead this work and take ownership of our Digital Customer Contact Strategy, including the development of our new Customer Digital Portal and digital contact centre capabilities. This is a strategic Product Owner role sitting within our Customer Strategy team, with the opportunity to influence how digital customer services are designed and delivered across Orbit. 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. This post is a fixed term contract offering employment for a period of 12 to 18 months.
What you’ll achieve
Reporting to the Director of Customer Strategy, you’ll act as Orbit’s lead business expert for digital customer contact and customer experience. You’ll set the product vision, priorities and roadmap for our new Customer Digital Portal and digital contact centre capabilities, ensuring what we develop is driven by customer needs, insight and evidence. You’ll work across Customer, Technology and Transformation and Data, Operations, Communications and our external delivery partners, bringing together different requirements and translating them into clear, deliverable product outcomes. Importantly, this isn’t about moving every interaction online. You’ll help us create an inclusive digital experience that gives customers greater choice, supports effective channel shift and connects seamlessly with our existing voice, face-to-face and other service routes. You’ll take ownership of the product from strategy through design and development to implementation, adoption and continuous improvement.
- Develop, own and lead delivery of Orbit’s Digital Customer Contact Strategy and product roadmap.
- Provide business ownership for our new Customer Digital Portal and digital contact centre capabilities.
- Set priorities and make product, design and readiness decisions within agreed governance.
- Own and prioritise the product roadmap and backlog, translating strategic objectives into clear epics, user stories, requirements and acceptance criteria.
- Use customer insight, feedback, complaints, data, accessibility requirements, user testing and pilots to shape product design and improve customer journeys.
- Provide matrix leadership across multiple teams and delivery partners, managing priorities, interdependencies and barriers to delivery.
- Lead the business contribution to Agile delivery, including sprint planning, playbacks and iterative improvement.
- Ensure regulatory, data protection, accessibility, equality and fair service requirements are considered throughout product development.
- Lead business readiness, including testing, adoption, training, process change and transition into business as usual.
- Define and monitor measures of success, including customer satisfaction, adoption, channel shift, resolution, accessibility, efficiency and value for money.
What you’ll bring
Essential skills
- We’re looking for an experienced Product Owner who has led the development and delivery of customer-facing digital products within a large or complex organisation.
- You’ll need significant product ownership experience within digital transformation and a track record of taking products or digital channels from strategy and concept through to successful delivery.
- Strong experience working within Agile delivery environments.
- Experience developing product strategies, roadmaps, backlogs, epics, user stories and acceptance criteria.
- Working knowledge of Azure DevOps or similar product management tools.
- Strong customer journey and customer experience expertise.
- Experience using customer insight, feedback and data to influence product design.
- Strong stakeholder management, negotiation and influencing skills, including working with senior leaders and delivery partners.
Desirable skills
- Agile project management qualification
- Experience of working within the Housing Association Sector
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.
Digital Product Owner employer: Orbit Group
At Orbit, we are committed to creating a rewarding work environment that prioritises employee wellbeing and professional growth. As a leading housing group, we offer flexible working opportunities and comprehensive training programmes, ensuring that every team member can thrive while making a meaningful impact in the communities we serve. Join us to be part of a values-driven organisation where your contributions help shape an inclusive digital experience for over 100,000 customers.
StudySmarter Expert Advice🤫
We think this is how you could land Digital Product Owner
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Orbit Group.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Orbit Group. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Digital Product Owner
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Orbit Group.
How to prepare for a job interview at Orbit Group
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Orbit Group's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Orbit Group offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
