Customer Experience Manager (Charity)

Posted 3 days ago

Circa. £45,000

Are you an experienced Project Manager or Customer Experience specialist with a background in service delivery, digital transformation, or customer experience? This is a rare opportunity to join a nationally recognised charity delivering meaningful, strategic change that will positively impact thousands of lives.

We’re working with a high-profile charity that’s in the early stages of delivering its ambitious 2032 strategy, with two key programmes now entering critical discovery and implementation phases. They’re looking for a hands-on and proactive Project Manager with a customer experience background, to help shape and drive these initiatives forward. This is a long-term FTC of 18 months but could get extended further.

The Role

You’ll be at the heart of two transformational change programmes that are running simultaneously. One part of the transformation is focused around creating an inclusive journey for service users, with the other part responsible for overseeing the building of scalable platforms and processes

Your role will be to manage both projects through discovery and implementation, overseeing planning, budgets, timelines, and stakeholder relationships. You’ll work closely with senior leaders, digital, data, and service delivery teams, as well as external consultants.

You’ll bring people together across the charity, build clear project plans, monitor risks, and ensure alignment across programmes and ongoing operations. You’ll report progress to programme boards and senior leadership, providing timely updates on milestones, risks, and performance metrics.

Skills and Experience

• Strong project management experience, ideally within a service delivery environment (charity or commercial)
• Experience managing cross-functional programmes with digital and operational elements
• Deep understanding of service user journeys, platform development, or CRM-reliant operations
• Demonstrated success delivering business change, service improvements, or new product rollouts
• Excellent written and verbal communication skills
• Strong stakeholder management, especially in complex or matrixed environments
• Excellent time management and a highly organised, detail-focused approach
• Experience with project management methodologies and tools (e.g. Agile, Prince2, Waterfall)

Bonus points for:

• A formal qualification in project or programme management
• Experience working within or alongside the not-for-profit/charity sector

Benefits

Depending on experience, we’re looking at a salary of up to £45k. This is an 18 month fixed-term contract with flexible remote working and monthly face-to-face meetings in London, where travel costs will be covered. You’ll be part of a highly collaborative and passionate team working on high-impact, high-visibility projects that directly benefit service users.

Sound Good?

If you’re keen to hear more, please get in touch with Stacey at Digital Tonic for the finer details.