We’re looking for a Customer Experience Improvement Manager to oversee two exciting and high-impact areas of work: our Voice of Customer (VoC) programme and our organisation-wide approach to thanking and recognising supporters.

In this role, you’ll be at the heart of shaping how we listen to, understand, and act on customer feedback. You’ll evolve our VoC projects, turning 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—making sure 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.

This is a strategic and collaborative role, perfect 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.

We’re looking for someone who’s passionate about customer experience and knows how to turn insight into action. You’ll be a natural collaborator, confident communicator, and someone who can influence others to think differently.

The ideal candidate will bring:

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

Every man needs to know about the most common cancer in men – prostate cancer. It’s a real and present danger that takes over 12,000 of our dads, grandads, brothers and friends each year.

Prostate Cancer UK is the largest men’s health charity in the UK. We have a simple ambition – to stop prostate cancer damaging lives. We invest millions in research to revolutionise testing, treatment and care. We’re blazing a trail to a screening programme that could save thousands of lives with regular, accurate tests for all men at risk. And we work tirelessly to spread the word about risk and offer specialist support to people living with the disease.

Work with us and you’ll see your efforts pay off as we give men and their families the power to navigate prostate cancer.

Join our team and be part of an award-winning charity. We’ll support you to develop your skills and expertise.

We offer a competitive benefits package, including:

• Generous leave entitlements that increase with service
• One ‘development day’ a month to use 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’ 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 that account for our contractual base being our London office. We also pay a working from home allowance at the HMRC tax free rate of £312 per year.

We are committed to paying at least the London Living Wage for all roles.

At Prostate Cancer UK we’re committed to righting health inequalities across the UK, starting with those faced by Black men. This includes ground-breaking research into Black men's risk and working with communities directly to overcome barriers to the diagnosis and treatment of prostate cancer. To make this happen, we're dedicated to being an inclusive, proactive organisation, as we strive to be Allies to Black communities. We’ll achieve this by advocating and working alongside those communities to promote change. We're also working to be Allies to each other, not only protected groups. In 2024, we launched our New Allyship Training Programme. All colleagues at Prostate Cancer UK will be trained to act and identify as an Ally.

We've also signed Business in the Communities Race at Work Charter, as a dedication to our Black health equity work and wider EDI priorities. As a signatory, we're responsible and accountable for driving positive change.

We’re continuously learning more about the needs of our colleagues, and have three amazing People Networks, sponsored by our Leadership team:

• Pride – A safe space where LGBTQ+ colleagues — and our allies — can share their diverse lived experiences, celebrate LGBTQ+ culture and history, and create new ideas about how our organisation can be more inclusive and representative of LGBTQ+ people
• Mind & Body – Here to increase awareness, promote wellbeing and support colleagues affected by neurodiversity, mental health problems, disability and long-term illness
• Culture Club – Here to increase awareness and celebrate the different cultures and beliefs that we have in the organisation, so that we all have our cultures felt and feel welcomed

Our hybrid working approach is based on guiding principles and combines choice around where you work effectively most of the time with clear expectations on connection time, usually at our London Bridge office (SE1 2QN).

We are all expected to be in the office at least

We trust our colleagues to work in this way with the flexibility to juggle personal commitments with work. We aim to balance the needs of individuals, teams and the charity.

We are committed to creating an inclusive workplace and will make reasonable adjustments for colleagues with a disability, neurodiversity or long term physical or mental health condition.

For this role we expect the successful candidate to be coming into the London office at least four times a month. There will be some additional in person attendance for training and induction in your first few months to enable you to get to know your new role and colleagues.

For more information on the role, please download our job description (job profile document) and read through ‘How to apply’ section (below), sharing the key points to refer to in your application and click apply.

To complete your application, you’ll be asked to upload your CV and complete the supporting information section through our application portal. Please fill in parts one and two of our application for your personal statement, both have an 8000-character limit. You may wish to use a method such as the ‘

This provides you with a great opportunity to showcase your knowledge, skills and experience. The most important aspects of this role will be used in reviewing and shortlisting applications:

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

This provides you with an opportunity to further support your application, showcase your understanding of the role and show how you feel you’ll be able to contribute to the success of Prostate Cancer UK.

Apply via the apply now link at the top and bottom of this page where you’ll be taken through to our career portal.

We look forward to receiving your application!

Prostate Cancer UK is a registered charity in England and Wales (1005541) and in Scotland (SC039332). Registered company number 02653887.