Orbit appoints new director of customer experience

The 47,000-home housing association Orbit has recruited Nick Lygo-Baker as its new director of customer experience.

In the role, Lygo-Baker will be responsible for developing a new customer experience strategy that aligns with Orbit’s 2030 corporate strategy.

Orbit’s strategy emphasises developing services that address people’s vulnerabilities and using technology to change how services are delivered.

Feedback from Orbit residents in the corporate strategy highlights issues such as long call waiting times, the need for better communication regarding appointments and repairs, and a desire for more face-to-face interaction.

>> See also: Orbit sets target to build and regenerate 5,700 homes by 2030

>> See also: Orbit recruits its first ever chief customer officer

Before joining Orbit, Lygo-Baker was customer insight lead at Asda and director of customer experience at a biopharma company. He also owned his own customer experience consulting business.

Lygo-Baker said: “I’m excited to be joining Orbit as it embarks on a new journey to deliver on its 2030 Strategy and enhance its customer-centric culture.

“It’s wonderful to be joining a fantastic team that has a real passion for Orbit’s social purpose and I look forward to working with them to drive ongoing improvements to deliver a seamless customer experience that is based on customer insights.”

In June, Orbit appointed Joe Brownless into a new chief customer officer role. As chief customer officer, Brownless will create a “new customer journey” for the housing association’s residents.

Brownless has worked for several large companies in customer service transformation roles including Tesco and Mars.