Customer Involvement & Influence Manager

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 our Customer Involvement & Influence Manager, you’ll lead our customer influence team who will develop a deep understanding of our customers’ and their expectations in the future.
By designing and delivering an innovative programme of engagement and long-term modelling, you will enable us to proactively respond to future opportunities or challenges, embedding a customer first mindset that influences our future strategy and decision making.
This is an agile working role and will be based out of our Coventry office 2-4 times per month and then 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
* Lead, develop and inspire high performing Customer Influence team that care deeply about people and progress.
* Contribute to the delivery of a research roadmap exploring emerging needs and future behaviours to predict what’s next for our customers.
* Champion and use inclusive, accessible channels that give all customers the power to influence services and decisions.
* Support delivery against government and consumer standards to ensure we achieve a C1 rating.
* Collaborate closely with teams across the organisation to ensure the customer voice is present across our transformation journey.
What you'll bring
Essential skills
* 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 in customer research, insight and/or customer engagement.
* Strong grounding in qualitative/quantitative research methods and strategic foresight. Such as UX testing, and horizon scanning tools.
* Ability to influence and turn insight into positive change.
* Experience in service design, customer co-production, and inclusive customer engagement or customer participation leadership.
* Understanding of housing sector legislation and regulatory standards.
Desirable skills
* Previous experience in developing or maintaining customer research programmes and segmentation, using this to drive personalisation in service design.
* Skilled in digital-first engagement tools and inclusive consultation tools.
* Understanding of co-production, customer involvement, community development, and social impact.
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.
Read more about the values and purpose that drive us on our careers website.
How we hire
We aim to make our hiring process simple and fair:
1. Online application
2. Interview(s)
3. 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