Project Manager - Customer Experience

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This role is based in Worcester and balances home and office working.

£44,192 – £46,517 per year

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

We are looking for a Project Manager to join our Customer Experience team within our Affordable Housing Sector. The role focuses on the voice of the customer, understanding what their needs are, building relationships with both customer and stakeholders of the business.

• 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 closely with operational teams to ensure readiness, capability building, and long‑term ownership
• Analyse data and identify trends and lessons learned to make recommendations for service improvement and seek 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 anticipated targets
• Capture and share lessons learned throughout the project lifecycle to inform future initiatives and strengthen organisational learning
• Collaborate with colleagues to scope projects effectively, ensuring clarity of roles, responsibilities, and expectations, particularly in relation to change management and adoption planning
• Lead projects that involve reviewing and redesigning organisational structures to improve service delivery, operational efficiency, and employee engagement
• Oversee the implementation and integration of Customer Relationship Management (CRM) systems, ensuring alignment with business processes, customer service goals, and user adoption strategies

• 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 strong 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

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays
• A pension scheme with matching employer contributions from Sanctuary up to set limits
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Wellbeing support and tools
• Employee platform to access your reward and wellbeing package online, find exclusive discounts, wellbeing resources and recognition tools
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• Role salary is £44,192 per annum (rising to £46,517 per annum after 12 months, subject to satisfactory performance)

Not Applicable

Full‑time

Customer Service, Project Management, and General Business

Non‑profit Organizations

We provide homes and care for 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 nurture and reward talent.