OverviewWe’re looking for a Customer Experience Improvement Manager to oversee two high-impact areas: our Voice of Customer (VoC) programme and our organisation-wide approach to thanking and recognising supporters. You’ll shape how we listen to, understand, and act on customer feedback, evolve VoC projects, and turn insight into action to improve experiences across the organisation. You’ll also lead a strategic project to ensure our thanking approach is timely, meaningful, and drives loyalty so every supporter feels genuinely valued.

You’ll work across teams including Fundraising, Communications, Data Operations, Engagement Events, Customer Journeys, and Insight and Analysis to:

Develop and embed feedback loops that drive better customer experiences and stronger income.

Support delivery of customer research and segmentation, helping teams apply insight to their work.

Champion the voice of the customer internally, helping colleagues understand the link between experience, loyalty and impact.

Provide expert advice on using loyalty, engagement and satisfaction metrics to influence decisions.

ResponsibilitiesThis is a strategic and collaborative role, ideal for someone who thrives on cross-team working and wants to make a real difference to how we connect with and grow our supporter base.

Responsibilities include:

Demonstrable experience in customer experience, supporter engagement or VoC initiatives, or similar areas of work.

Experience designing and delivering projects that improve satisfaction, loyalty or engagement with measurable impact.

Strong analytical skills and the ability to commission, interpret and apply insight to long-term strategy.

Confidence in communicating complex ideas clearly to a range of audiences.

The ability to work across teams, influencing and supporting colleagues to embed customer-led thinking.

An active commitment to equity, diversity, inclusion and allyship.

About Prostate Cancer UKProstate Cancer UK is the largest men''s health charity in the UK. We are dedicated to stopping prostate cancer damaging lives, investing in research to revolutionise testing, treatment and care, and spreading awareness about risk while offering specialist support to people living with the disease. You’ll see your efforts pay off as we empower men and their families to navigate prostate cancer.

What we offerJoin our award-winning charity. We’ll support you to develop your skills and expertise with a competitive benefits package including:

Generous leave entitlements that increase with service

One development day per month for training or personal development

Enhanced contributory pension scheme

Life insurance and group income protection

Health Cash Plan

Life and wellbeing advice and support via our Employee Assistance Programme

Discounted gym membership and high street shopping discounts

Loans for season tickets or cycles

This role is in salary Band 4. We will appoint at a salary between £40,500 - £44,100 per year. We aim to pay the median salary for the sector and after 12 months of successful service all colleagues are moved to the midpoint of the pay band. Those appointed below the midpoint will have their salary increased at that time. The midpoint salary for this role is £47,700. We operate national salaries with the London office as the base and pay a HMRC tax-free homeworking allowance of £312 per year. We are committed to paying at least the London Living Wage for all roles.

Equity, diversity and inclusionWe are committed to addressing health inequalities in the UK, starting with Black men, including ground-breaking research into risk and working with communities to overcome barriers. We are an inclusive, proactive organisation and aim to be Allies to Black communities and to each other. In 2024, we launched our New Allyship Training Programme. All colleagues will be trained to act as Allies. We are signatories of the Race at Work Charter to drive positive change.

Our people networksWe have three People Networks, sponsored by our Leadership team:

Pride – a safe space for LGBTQ+ colleagues and allies

Mind and Body – wellbeing and support for neurodiversity, mental health, disability and long-term illness

Culture Club – celebrating diverse cultures and beliefs

How and where we workOur hybrid working approach combines choice with clear expectations on connection time, typically at our London Bridge office. We expect colleagues to be in the office at least four days a month (pro-rata for part-time) to collaborate and build relationships. We balance flexibility with the needs of individuals, teams and the charity, and we will make reasonable adjustments for colleagues with disabilities or long-term health conditions.

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