Joe Brownless will be tasked with developing a “new customer journey” for 45,000-home association’s residents

Orbit Group has become the latest housing association to create a new senior role focused on customer service.

Joe Brownless

Joe Brownless has been appointed chief customer officer at Orbit Group

The 45,000-home landlord has announced that Joe Brownless has been appointed to its new chief customer officer role as part of its executive team.

Brownless will be tasked with leading the development of “a new customer journey” and improving Orbit Group residents’ experiences.

Brownless has worked for several large companies in customer service transformation roles including Tesco and Mars.

As director of customer experience and technology at Affinity Water he led a digital transformation programme which involved redesigning relationships with the supply chain and implementing a new operating model which led to a 20% fall in complaints.

Phil Andrew, chief executive of Orbit Group, added: “Joe brings with him a wealth of customer experience and operational expertise, which I’m confident will support us in driving key improvements that will create a future customer experience centred on what our customers value most from us.

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“He has a proven record of transforming operations and driving customer service improvements across a range of sectors and regulated organisations, which I’ve no doubt will prove invaluable as we look at how we can do everything through the lens of our customers.”

Another housing association, 55,000-home Home Group, earlier this week announced it has hired Colette Flattery as its new customer experience director to ensure customers “get the right support and experience.”

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