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Orbit appoints new customer experience director to lead on new strategy
Orbit has appointed a new director of customer experience from outside the social housing sector to lead on a resident-focused strategy.
In the role, Nick Lygo-Baker will be responsible for developing and executing a new customer experience strategy for the 47,000-home landlord. The strategy will align with the association’s new corporate strategy that launched earlier this year.
Mr Lygo-Baker replaces Charley Gibbons, who joined EMH Group as director of housing in September.
Orbit said Mr Lygo-Baker will work with the team to deliver “customer-focused initiatives” that improve engagement and are “rooted in a deep understanding” of what residents “need and value most”.
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He will also be tasked with ensuring resident commitments are “embedded throughout all service delivery”.
Mr Lygo-Baker joins from MSD Animal Health, where he was global product owner for digital customer servicing. He has previously held senior roles at Asda, Yum! Brands, Kantar and Ipsos MORI.
“Nick is a highly experienced customer experience and marketing operations leader, with an excellent track record in delivering positive and impactful customer experience change management,” Orbit said.
Mr Lygo-Baker said he is “excited” to join the landlord 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,” he added.
Joe Brownless, chief customer officer at Orbit, said: “I’m delighted to welcome Nick to the team and am confident that his extensive knowledge in customer experience will prove a real asset in helping Orbit to deliver on its customer-centric ambitions set out in its 2030 strategy.
“I look forward to working together to find new ways to take the voice of our customers further into the heart of the organisation and ensure we can maintain our commitment to having a laser-sharp focus on our customers’ priorities.”
Orbit launched its new corporate strategy, which will guide its actions up to 2030, in May. It aims to put residents “at the heart of everything” the landlord does.
The launch followed the Housing Ombudsman ordering an independent review of Orbit’s response to damp and mould repairs after detecting “repeated” poor performance. It was one of the first times the ombudsman had used this new power, granted under the Social Housing (Regulation) Act, and the review turned up 15 recommendations.
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