Job Description:

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.

You'll:

• 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.

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.