Orbit has appointed Sam Phillips-Lord as Director of Customer Experience, strengthening its commitment to delivering excellent experiences for the people who live in its homes.
The appointment reflects Orbit’s ambition to offer amongst the best customer experience of any housing association in the country by 2030.
The appointment comes as Orbit continues to invest in Everyday Excellence, its customer-focused transformation programme. Launched to help deliver its 2030 ambition, Everyday Excellence is reshaping how Orbit works, with investment in its people, technology and data to improve services, handle complaints better and deliver more consistently for customers.
As Director of Customer Experience, Sam will lead on creating a customer experience that is seamless, simple and joined up. He brings extensive experience in customer service, data and insight, gained across major organisations including HSBC, Hastings Direct, BT and E.ON, along with a strong record in leading major change.
Joe Brownless, Chief Customer Officer at Orbit, said:
“We’re making real progress in how we support our customers, and Sam will help us build on this. He shares our ambition to keep raising the bar, by continuing to listen closely to customers and making every experience a great one. Sam has the experience to help us get there, and I’m delighted to welcome him to Orbit.
“Sam brings a real understanding of what great customer experience looks like, built across some of the country’s leading brands. I am confident that the difference he makes will be felt by our customers and colleagues alike.”