Customer Experience Designer

Trafford Leisure has an exciting opportunity for a Customer Experience Designer to join the team.

Salary: £29,000 per annum

Contract:Full-time, Permanent

About Us:

Trafford Leisure is a community-focused leisure operator and Community Interest Company, delivering sport, physical activity and wellbeing services on behalf of Trafford Council. Our purpose is simple and powerful: to inspire and create opportunities for the people of Trafford to move more every day and live longer, healthier, happier lives.

As a social enterprise, we exist to benefit our communities, not shareholders. Through our move and Trafford Leisure brands, we deliver inclusive facilities, programmes and partnerships that improve health, reduce inequalities and create positive outcomes for people across Trafford.

The Role:

As our Customer Experience Designer, you’ll play a key role in shaping and improving the experience our customers have across Trafford Leisure and move.

From digital journeys and communications to in-centre interactions and community engagement, you’ll help create seamless, inclusive and engaging experiences that make it easier for people to access, enjoy and benefit from our services.

Working closely with the Commercial Manager and colleagues across the organisation, you’ll use customer insight, feedback and data to understand what matters most to our customers, identify opportunities for improvement and help deliver positive changes that drive engagement, retention and satisfaction.

This is an exciting opportunity for someone who is naturally curious, creative and customer-focused, and who enjoys turning ideas and insight into meaningful improvements that make a real difference to our communities.

Key Responsibilities:

• Design and improve customer journeys across digital and physical touchpoints.
• Use customer feedback, data and insight to identify opportunities for improvement.
• Improve customer communications and onboarding experiences.
• Support customer engagement and retention through customer-focused initiatives.
• Help create inclusive and accessible experiences for our diverse communities.
• Work collaboratively with colleagues across the business to deliver positive customer outcomes.

About You:

We’re looking for someone who is passionate about creating great customer experiences and enjoys finding better ways to connect with and support customers.

You’ll have:

• Around 1-2 years’ experience in a customer experience, marketing, communications or similar.
• Experience working within a customer-facing or B2C environment.
• Strong communication and organisational skills with excellent attention to detail.
• A proactive and creative approach to problem-solving and continuous improvement.
• Experience working across digital and/or physical customer touchpoints.
• The ability to build positive relationships and work collaboratively across teams.
• Experience with in the leisure, health or fitness sector.
• Experience using Gladstone software.
• Experience of customer journey mapping or process improvement.

What you can expect from us:

• A progressive, structured and supportive environment in which to work, with flexibility and hybrid working where business needs allow.
• 32 days’ holiday, rising incrementally to 39 days after 5 years’ service (including 8 bank holidays and 2 Trafford Leisure days).
• Complimentary Fitness Membership for you, saving up to £450 per year.
• Heavily discounted Fitness Membership for up to 5 friends and family members, saving each person up to £300 per year.
• Employee Assistance Programme, allowing employees to claim back up to £1,150 per year in healthcare costs.
• 24/7 access to a GP.
• Company sick pay.
• Health Cash Plan and Cycle to Work Scheme.
• Access to Perks at Work for discounts on hundreds of retailers.
• Access to Manchester Credit Union for savings and loans.

Closing date: Tuesday 25th August 2026

We do not accept speculative CVs from agencies; any received will be treated as a gift.

At Trafford Leisure, we are committed to equality, equity, diversity, and inclusion. We welcome applications from all backgrounds and are dedicated to providing a fair and inclusive recruitment process. If you need any support to apply, please contact: suppor