Project Manager - Customer Experience

Overview

Sanctuary is one of the UK’s leading providers of housing, care and community services. With around 13,000 employees, we value diversity and nurture talent.

Worcester based with a balance of home and office working

Salary: £44,192 – £46,517 per year

Hours: 35 hours per week – Monday to Friday – 9:00am to 5:00pm

Role

We are looking for a Project Manager to join the Customer Experience team within our Affordable Housing Sector. The role focuses on the voice of the customer, understanding needs, and building relationships with customers and stakeholders. The candidate will have experience in delivering customer-focused projects and working on initiatives that improve customer experience.

The role of Project Manager – Customer Experience will include:

• Project manage business change initiatives across the full project lifecycle, ensuring effective planning, resource utilisation and stakeholder engagement to deliver sustainable outcomes
• Drive training and adoption strategies to embed new systems and processes, working with operational teams to ensure readiness, capability building, and long-term ownership
• Analyse data to identify trends and lessons learned, make recommendations for service improvement and opportunities to enhance customer experience
• Support the delivery and integration of new and existing business systems, with a focus on change impact assessment, user engagement, and training delivery to maximise adoption and value
• Provide high-quality, detailed information to senior management on project progress, risks, and change readiness to support operational planning and delivery of targets
• Capture and share lessons learned throughout the project lifecycle to inform future initiatives
• Collaborate with colleagues to scope projects, ensuring clarity of roles, responsibilities and expectations, particularly in relation to change management and adoption planning
• Lead projects involving reviewing and redesigning organisational structures to improve service delivery, operational efficiency, and employee engagement
• Oversee implementation and integration of Customer Relationship Management (CRM) systems, ensuring alignment with business processes, customer service goals, and user adoption strategies

Skills and experiences

• Experience in Housing or regulated services
• Demonstrable experience in managing organisational change and transformation projects, including structure reviews, workforce planning, and stakeholder engagement
• Proven track record of delivering CRM system implementations (e.g., Salesforce, Dynamics 365, or similar), with a focus on training, change management, and post-implementation support
• Strong project management skills, with experience in leading cross-functional teams through complex change programmes
• Experience in developing and reviewing policies and procedures to support business change and operational improvement
• Proven ability to analyse and diagnose problems, develop change strategies, and implement solutions that drive adoption and measurable impact
• Proficient in using project management and collaboration tools, including:
  • Microsoft Project for planning and scheduling
  • Jira for agile project tracking and issue management
  • Confluence (or equivalent) for documentation and knowledge sharing
• Willingness to travel as required; a full valid driving licence is essential

Why work for us?

We support more than 250,000 people in England and Scotland. Our customers are at the heart of all we do. With around 14,000 colleagues, we foster a diverse and inclusive culture and recognise and reward talent.

As part of our commitment to Sanctuary as a great place to work, we offer an attractive employment package that supports wellbeing and provides flexible employee benefits:

• 25 days annual leave (rising to 30 days) plus public holidays
• A pension scheme with matching employer contributions
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Wellbeing support and tools
• Online rewards and wellbeing platform
• Employee Networks supporting inclusion
• Role salary is £44,192 per annum (rising to £46,517 after 12 months, subject to performance)

How to apply

If you’re unsure about any details or have questions, our talent team can help at corporate.recruitment@sanctuary.co.uk.

We reserve the right to close or extend the closing date depending on application numbers; early application is encouraged.

Inclusion is one of our core values. We are committed to a diverse and inclusive environment and will make adjustments during the application process as needed. Sanctuary is a Disability Confident employer.

Job segments

Change Management, Relationship Manager, Manager, Management, Customer Service