Customer Voice Manager - Housing

Location: Binley Woods

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 Power Bi, Qualtrics or others.

Why Orbit?

Choosing us means being rewarded in every sense.

Here’s what you can…