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 a Customer Research Analyst, you will work across Orbit to embed a customer first mindset and ensure customers influence our long-term decision making. By utilising a range of tools such as segmentation and future focused research you will feed into service design, policy development and strategic planning to deliver inclusive, responsive and sustainable housing services.
You will drive strategic foresight by embedding horizon scanning into our ways of working, enabling the organisation to proactively track social change, innovation, and sector or wider market trends that inform decision-making and future planning
Your insights will help shape forward-thinking approaches that reflect the diverse needs of our customers and enable the organisation to proactively respond to future challenges and opportunities.
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 and deliver strategic research aligned with Orbits 2030 strategy, generating actionable insights into emerging tenant needs and future behaviours to inform policy, service design, and long-term planning.
Deliver high-impact insight outputs, including interactive Voice of the Customer reports, visual dashboards, and workshops that influence Exec, Board, and Committee-level decisions.
Maintain a strong understanding of housing sector regulations, including the Consumer Standards, Tenant Satisfaction Measures (TSMs), and the Social Housing Regulation Act, while measuring and analysing the TSMs in line with regulatory reporting requirements to identify key drivers of tenant satisfaction and generate insights that inform service improvements and support our 2030 ambitions.
Work collaboratively with Customer Excellence leads, operational teams, and colleagues across the organisation to embed the customer voice and actionable insights at every level of our services. Ensure that insights drive real change and continuous improvements, shaping the direction of customer journeys and influencing our ways of working.
Drive the use of customer segmentation to inform services and improve inclusive, personalised customer journeys, with a focus on those with extra support needs or harder to reach groups.What you'll bring
Essential skills
Ability to translate complex data into clear, compelling narratives and visual reports.
Proven ability in managing/ maintaining large databases, with strong data literacy skills to interpret, validate and communicate data effectively.
Proven experience of applying statistical and analytical techniques in a customer experience or insight role.
Strong skills in both quantitative and qualitative research methodologies.
Adept at simplifying complex concepts and adapting communication style to suit varied audiences.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:
Online application
Interview(s)
Decision and offerWe 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