Make a difference every day with PDSA
We are seeking a passionate and insight-led Customer Experience Manager who is looking for the opportunity to shape and enhance supporter and client journeys across PDSA. In this role, you will lead the development of customer experience strategies that ensure every interaction with our Charity is seamless, engaging, and truly supporter-focused.
You can join us to help keep even more people and pets together when times are tough. For over a century, PDSA have provided vital veterinary care for the pets of people in financial hardship. We deliver over 2 million treatments every year and handle over 300 emergencies every day. In fact, we treat more pets than all other UK vet charities combined.
We are on an ambitious journey to expand our reach and strengthen the way supporters and clients experience PDSA. Delivering consistent, high-quality experiences across multiple touchpoints is essential to ensuring we can continue to support people and their beloved pets, both now and in the future. To achieve this, we need driven and collaborative individuals who are ready to embrace change, use insight to inform improvement, and work across teams to deliver meaningful impact.
If you’re ready to make a real difference and be part of a team that’s creating positive change for pets and people alike, we’d love you to join us.
As Customer Experience Manager, you will be responsible for:
* Supporter Experience Strategy & Implementation – Develop and execute supporter experience initiatives that align with PDSA’s mission, ensuring seamless and engaging client and supporter journeys.
* Data-Driven Decision-Making – Utilise data analytics to analyse customer insights, monitor satisfaction levels, and inform strategic improvements.
* Supporter Journey Optimisation – Map, review, and refine supporter journeys to enhance engagement, loyalty, and overall satisfaction across all touchpoints.
* Cross-Functional Collaboration – Work closely with Marketing, Fundraising, Communications, Retail, and Technology teams to create an integrated, multi-channel customer experience.
* Customer Feedback & Performance Monitoring – Track and respond to feedback from multiple platforms (e.g., Trustpilot, Google My Business), using insights to drive improvements and reduce complaints.
* Innovation & Continuous Improvement – Stay updated on industry trends, competitor activities, and emerging technologies to enhance customer experience strategies.
We’re seeking someone with:
* Customer Experience & Engagement Expertise – Proven experience in managing and improving supporter and client experience within the charity or non-profit sector.
* Multi-Channel Experience Management – Strong understanding of delivering exceptional customer service across digital, retail, and supporter engagement channels.
* Technology & Data Utilisation – Ability to leverage technology and data insights to drive customer engagement and experience enhancements.
* Journey Mapping & Insight-Driven Improvement – Experience using supporter insights to refine interactions and optimise journeys.
* Stakeholder Engagement & Communication – Excellent ability to collaborate with internal teams and external customers to ensure a consistent and high-quality experience.
* Problem-Solving & Conflict Resolution – Strong analytical and problem-solving skills to identify pain points, improve satisfaction scores, and resolve customer concerns effectively.
Rewards, support and benefits
We’re really passionate about being a great place to work, somewhere people feel proud of what they do, connected to a meaningful purpose, and able to make a genuine difference every day. Our teams are collaborative and supportive, and we encourage everyone to bring their ideas, individuality and passion for pets to work with them.
As well as a rewarding role and a positive, people-focused culture, we also offer a wide range of benefits, including:
* Flexible working options to support your work–life balance and individual circumstances.
* 25 days’ holiday plus Bank Holidays, with option to buy or sell an extra five days.
* Three paid special days off: Volunteering Day, Celebration Day and Wellbeing Day annually.
* Generous pension options, with PDSA contributions starting at 5% and rising to 10%.
* Life assurance providing four times your annual salary for added peace of mind.
* AXA Health Employee Assistance Programme, with 24/7 wellbeing support
* Retail, holiday and lifestyle discounts available through our staff Fetch benefits platform.
* Enhanced maternity, paternity and adoption leave to support you and your family.
* 15% discount on PDSA Pet Insurance plus access to staff veterinary services.
To apply for this role, click Apply Now at the top of the page, create a candidate account and complete our simple application form.
PDSA is committed to embedding a culture of diversity and inclusion within our teams that reflect the communities we serve. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit. We offer a range of family friendly, inclusive employment policies and opportunities for flexible working arrangements to support team members from different backgrounds.
If you have any questions or concerns regarding accessibility, please contact us and we will be happy to discuss via email or telephone reasonable adjustments that you may require throughout the recruitment process.
We are committed to safeguarding and promoting the welfare of children, adults at risk and all our colleagues and expect everyone who works for us to also share this commitment and to treat people with courtesy and respect.
To support this commitment, our recruitment & selection processes are robust and rigorous. All appointments will be subject to satisfactory references and appropriate background checks.