Project Manager - Customer Experience

Sanctuary is one of the UK’s leading providers of housing, care and community services. With around 13,000 employees, we maintain a culture where diversity is valued and talent is nurtured and rewarded.

Project Manager - Customer Experience

Worcester based with a balance of 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 sat 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. We are looking for a candidate with experience in working on projects with customers to understand their view. The Affordable Housing Team provides a range of affordable homes and support services in England and Scotland and delivers services at a competitive cost to meet the needs of our customers.

The role of Project Manager - Customer Experience will include:

• 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

Skills And Experiences:

• 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:
• Willingness to travel as required; a full valid driving licence is essential
• Microsoft Project for planning and scheduling
• Jira for agile project tracking and issue management
• Confluence (or equivalent) for documentation and knowledge sharing

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:

• 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 Volunteering scheme
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans  
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme
• 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)

View the job profile (if the link is unavailable please visit the Sanctuary careers website)   

Closing Date: 6 October 2025

If you're unsure about any details, have questions about the role or want to discuss a need for adjustments, our fantastic talent team will be happy to help you -corporate.recruitment@sanctuary.co.uk

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

View more detail about what it’s like to work for our organisation, and what we offer on our Sanctuary careers pages at -  www.sanctuary.co.uk/join-our-team

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference.  We encourage and welcome applications from people from diverse backgrounds to support this mission.  We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.

Building Equality and Diversity

• Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers. 
• We work closely with the Home Office in order to prevent unlawful working.
• Sanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity.