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- Tasks: Lead initiatives to enhance customer experience and recognition for supporters.
- Company: Join Prostate Cancer UK, the largest men's health charity in the UK.
- Benefits: Generous leave, development days, pension scheme, and health support.
- Why this job: Make a real impact on supporter engagement and loyalty.
- Qualifications: Experience in customer experience and strong analytical skills required.
- Other info: Hybrid working model with a focus on equity and inclusion.
The predicted salary is between 40500 - 44100 £ per year.
Overview
We’re looking for a Customer Experience Improvement Manager to oversee two high-impact areas: our Voice of Customer (VoC) programme and our organisation-wide approach to thanking and recognising supporters. You’ll shape how we listen to, understand, and act on customer feedback, evolve VoC projects, and turn insight into action to improve experiences across the organisation. You’ll also lead a strategic project to ensure our thanking approach is timely, meaningful, and drives loyalty so every supporter feels genuinely valued.
You’ll work across teams including Fundraising, Communications, Data Operations, Engagement Events, Customer Journeys, and Insight and Analysis to:
- Develop and embed feedback loops that drive better customer experiences and stronger income.
- Support delivery of customer research and segmentation, helping teams apply insight to their work.
- Champion the voice of the customer internally, helping colleagues understand the link between experience, loyalty and impact.
- Provide expert advice on using loyalty, engagement and satisfaction metrics to influence decisions.
Responsibilities
This is a strategic and collaborative role, ideal for someone who thrives on cross-team working and wants to make a real difference to how we connect with and grow our supporter base.
Responsibilities include:
- Demonstrable experience in customer experience, supporter engagement or VoC initiatives, or similar areas of work.
- Experience designing and delivering projects that improve satisfaction, loyalty or engagement with measurable impact.
- Strong analytical skills and the ability to commission, interpret and apply insight to long-term strategy.
- Confidence in communicating complex ideas clearly to a range of audiences.
- The ability to work across teams, influencing and supporting colleagues to embed customer-led thinking.
- An active commitment to equity, diversity, inclusion and allyship.
About Prostate Cancer UK
Prostate Cancer UK is the largest men\’s health charity in the UK. We are dedicated to stopping prostate cancer damaging lives, investing in research to revolutionise testing, treatment and care, and spreading awareness about risk while offering specialist support to people living with the disease. You’ll see your efforts pay off as we empower men and their families to navigate prostate cancer.
What we offer
Join our award-winning charity. We’ll support you to develop your skills and expertise with a competitive benefits package including:
- Generous leave entitlements that increase with service
- One development day per month for training or personal development
- Enhanced contributory pension scheme
- Life insurance and group income protection
- Health Cash Plan
- Life and wellbeing advice and support via our Employee Assistance Programme
- Discounted gym membership and high street shopping discounts
- Loans for season tickets or cycles
This role is in salary Band 4. We will appoint at a salary between £40,500 – £44,100 per year. We aim to pay the median salary for the sector and after 12 months of successful service all colleagues are moved to the midpoint of the pay band. Those appointed below the midpoint will have their salary increased at that time. The midpoint salary for this role is £47,700. We operate national salaries with the London office as the base and pay a HMRC tax-free homeworking allowance of £312 per year. We are committed to paying at least the London Living Wage for all roles.
Equity, diversity and inclusion
We are committed to addressing health inequalities in the UK, starting with Black men, including ground-breaking research into risk and working with communities to overcome barriers. We are an inclusive, proactive organisation and aim to be Allies to Black communities and to each other. In 2024, we launched our New Allyship Training Programme. All colleagues will be trained to act as Allies. We are signatories of the Race at Work Charter to drive positive change.
Our people networks
We have three People Networks, sponsored by our Leadership team:
- Pride – a safe space for LGBTQ+ colleagues and allies
- Mind & Body – wellbeing and support for neurodiversity, mental health, disability and long-term illness
- Culture Club – celebrating diverse cultures and beliefs
How and where we work
Our hybrid working approach combines choice with clear expectations on connection time, typically at our London Bridge office. We expect colleagues to be in the office at least four days a month (pro-rata for part-time) to collaborate and build relationships. We balance flexibility with the needs of individuals, teams and the charity, and we will make reasonable adjustments for colleagues with disabilities or long-term health conditions.
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Customer Experience Improvement Manager employer: Prostate Cancer UK
Contact Detail:
Prostate Cancer UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Improvement Manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer experience. We want you to showcase your skills and how you can make a difference!
✨Tip Number 3
Follow up after interviews with a thank-you email. It’s a simple way to show appreciation and keep you fresh in their minds. Plus, it reflects your commitment to the role!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. We’re excited to see what you bring to the table!
We think you need these skills to ace Customer Experience Improvement Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Improvement Manager role. Highlight your experience in customer experience and VoC initiatives, and show us how your skills align with our mission at Prostate Cancer UK.
Showcase Your Impact: When detailing your past projects, focus on measurable outcomes. We want to see how your work has improved satisfaction, loyalty, or engagement. Use specific examples that demonstrate your analytical skills and ability to turn insight into action.
Communicate Clearly: Remember, we value clear communication! Make sure your application reflects your ability to convey complex ideas simply. This will be crucial in helping us understand how you can champion the voice of the customer across teams.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to make a real difference in our supporters' lives.
How to prepare for a job interview at Prostate Cancer UK
✨Know Your VoC Inside Out
Make sure you understand the Voice of Customer (VoC) programme thoroughly. Familiarise yourself with how it operates, its goals, and any recent projects. This will help you discuss how you can contribute to evolving these initiatives during the interview.
✨Showcase Your Analytical Skills
Prepare examples that demonstrate your strong analytical skills. Be ready to discuss how you've commissioned, interpreted, and applied insights in previous roles to influence long-term strategies. This will show your potential employer that you can turn data into actionable improvements.
✨Communicate Clearly and Confidently
Practice explaining complex ideas in simple terms. Since this role involves working across various teams, being able to communicate effectively with different audiences is crucial. Consider rehearsing with a friend or using mock interviews to refine your delivery.
✨Emphasise Your Commitment to Inclusion
Given the charity's focus on equity, diversity, and inclusion, be prepared to discuss your own commitment to these values. Share experiences where you've championed inclusivity or supported diverse communities, as this aligns with the organisation's mission and culture.