The role of Project Manager - Customer Experience will include:
1. Project Manage business change initiatives across the full project lifecycle, ensuring effective planning, resource utilisation and stakeholder engagement to deliver sustainable outcomes
2. 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
3. Analyse data and identify trends and lessons learned to make recommendations for service improvement and seek opportunities to enhance customer experience
4. 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
5. Provide high-quality, detailed information to senior management on project progress, risks, and change readiness to support operational planning and delivery of anticipated targets
6. Capture and share lessons learned throughout the project lifecycle to inform future initiatives and strengthen organisational learning
7. Collaborate with colleagues to scope projects effectively, ensuring clarity of roles, responsibilities, and expectations, particularly in relation to change management and adoption planning
8. Lead projects that involve reviewing and redesigning organisational structures to improve service delivery, operational efficiency, and employee engagement
9. Oversee the implementation and integration of Customer Relationship Management (CRM) systems, ensuring alignment with business processes, customer service goals, and user adoption strategies
Skills and experiences:
10. Experience in Housing or regulated services
11. Demonstrable experience in managing organisational change and transformation projects, including structure reviews, workforce planning, and stakeholder engagement
12. 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
13. Strong project management skills, with experience in leading cross-functional teams through complex change programmes
14. Experience in developing and reviewing policies and procedures to support business change and operational improvement
15. Proven ability to analyse and diagnose problems, develop change strategies, and implement solutions that drive adoption and measurable impact
16. 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
17. Willingness to travel as required; a full valid driving licence is essential
Why work for us?
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.
Our Benefits
As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:
18. 25 days annual leave (rising to a maximum of 30 days) plus public holidays
19. A pension scheme with matching employer contributions from Sanctuary up to set limits
20. Life Assurance
21. Employee Volunteering scheme
22. Employee Advice Service including counselling
23. Cycle to Work scheme
24. Voluntary health plans
25. Employee discounts
26. Wellbeing support and tools
27. Employee recognition scheme
28. Employee platform to access your reward and wellbeing package online, find exclusive discounts, wellbeing resources and recognition tools
29. Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
30. Role salary is £44,192 per annum (rising to £46,517 per annum after 12 months, subject to satisfactory performance)
(if the link is unavailable please visit the Sanctuary careers website)