Guest Experience Coordinator

About the department

Guest Experience (GX) is a corporate function within Welbeck Health Partners, responsible for defining, developing and elevating the Guest Experience strategy across the business.

Working in partnership with our Centres and wider teams, GX uses patient insight, feedback and frontline insight to identify opportunities for improvement and translate them into meaningful change. From service standards and training to new initiatives and the environments in which we deliver care, our focus is on creating a consistently exceptional Welbeck experience.

We are looking for a Guest Experience Coordinator to join the corporate Guest Experience function within Welbeck Health Partners, working closely with the Head of Guest Experience to support the development and delivery of our GX strategy across the business.

This is a varied and highly collaborative role, supporting a broad range of Guest Experience projects and initiatives across Welbeck. You will work across a wide range of services and Centres, building strong relationships and understanding the different touchpoints that shape the patient experience. Partnering with Centres and key stakeholders, you will coordinate activity, support strategic priorities and help turn ideas and insight into meaningful improvements.

The role will combine project coordination, patient feedback and insight, stakeholder engagement, communications and continuous improvement. As Welbeck continues to expand, you will also support the development of GX across new Centres, helping empower teams to deliver a consistent Guest Experience while continuing to raise standards across the business.

• Oversee and analyse patient feedback across Welbeck's feedback channels, identifying themes, trends, emerging issues and opportunities to elevate the patient experience.
• Translate feedback and insight into clear, actionable opportunities for improvement, working with Centres and key stakeholders to support delivery.
• Support the Head of Guest Experience with the coordination and delivery of GX projects, initiatives and strategic priorities across Welbeck.
• Support the delivery of elevation projects designed to improve the in-person patient experience, proactively looking for opportunities to enhance Guest Experience across environments, touchpoints and standards that shape how patients experience Welbeck.
• Build strong relationships with Centres and key stakeholders, understanding local priorities and supporting Centre-led initiatives that enhance Guest Experience.
• Support forward-looking initiatives originating from Centres, helping develop ideas, coordinate delivery and identify opportunities to implement successful initiatives more widely across Welbeck.
• Identify and share best practice across Welbeck, helping create consistency while supporting innovation and continuous improvement.
• Work closely with GX Ambassadors (GXAs) to champion Guest Experience, strengthen engagement and support the delivery of GX priorities.
• Support the development, writing and review of GX policies, standards, procedures and guidance, ensuring documentation remains current and supports the needs of the business.
• Support internal GX communications, helping communicate initiatives, standards, updates and successes across Welbeck.
• Maintain and develop GX content on the Welbeck Wiki, ensuring teams have access to clear, accurate and up-to-date information, resources and guidance.
• Support the coordination and delivery of GX training and Welbeck induction, helping embed Guest Experience principles across the business.
• Maintain key GX documentation, trackers and project plans, ensuring actions and deliverables are effectively followed through.
• Support the…