Orbit, one of the UK’s foremost not-for-profit housing groups, has welcomed Nick Lygo-Baker as its new Director of Customer Experience.
In his new role, Nick will be responsible for developing and executing a new customer experience strategy that aligns with Orbit’s 2030 Strategy and helps it to realise its ambition to deliver amongst the best customer service of any housing association in the country. Nick will work with the team to deliver customer-focused initiatives that enhance customer engagement and are rooted in a deep understanding of what customers need and value most, whilst ensuring Orbit’s customer commitments are embedded throughout all service delivery.
Nick commented: “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.”
Joe Brownless, Chief Customer Officer at Orbit Group, added: “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.”
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. He joins from MSD Animal Health, where he held the position of Global Product Owner for Digital Customer Servicing, and has previously held senior roles at Asda, Yum! Brands, Kantar and Ipsos MORI.