Guest Experience Coordinator

Welbeck; City of Westminster; On-site; GBP 30,000 - 36,000; Full time

Job summary

Welbeck Health Partners invites applications for a Guest Experience Coordinator to support the development and delivery of the GX strategy across the business. You will work across a wide range of services and Centres, coordinating activity, analysing patient feedback and driving improvements to elevate the overall patient experience.

The role combines project coordination, patient feedback and insight, and stakeholder engagement to turn ideas into tangible enhancements.

Responsibilities

• Oversee and analyse patient feedback across Welbeck's feedback channels, identifying themes, trends, emerging issues and opportunities to elevate the patient experience.
• Translate feedback and insight into clear, actionable opportunities for improvement, working with Centres and key stakeholders to support delivery.
• Support the Head of Guest Experience with the coordination and delivery of GX projects, initiatives and strategic priorities across Welbeck.
• Support the delivery of elevation projects designed to improve the in-person patient experience, proactively looking for opportunities to enhance Guest Experience across environments, touchpoints and standards that shape how patients experience Welbeck.
• Build strong relationships with Centres and key stakeholders, understanding local priorities and supporting Centre-led initiatives that enhance Guest Experience.
• Support forward-looking initiatives originating from Centres, helping develop ideas, coordinate delivery and identify opportunities to implement successful initiatives more widely across Welbeck.
• Identify and share best practice across Welbeck, helping create consistency while supporting innovation and continuous improvement.
• Work closely with GX Ambassadors (GXAs) to champion Guest Experience, strengthen engagement and support the delivery of GX priorities.
• Support the development, writing and review of GX policies, standards, procedures and guidance, ensuring documentation remains current and supports the needs of the business.
• Support internal GX communications, helping communicate initiatives, standards, updates and successes across Welbeck.
• Maintain and develop GX content on the Welbeck Wiki, ensuring teams have access to clear, accurate and up-to-date information, resources and guidance.
• Support the coordination and delivery of GX training and Welbeck induction, helping embed Guest Experience principles across the business.
• Maintain key GX documentation, trackers and project plans, ensuring actions and deliverables are effectively followed through.
• Support the Head of Guest Experience with new and emerging GX projects, business expansion and the mobilisation of new Welbeck Centres, helping ensure the GX strategy, standards and experience are embedded from the outset.

Skills

Project coordination

Stakeholder engagement

Feedback analysis

Communications

Job description

About the department

Guest Experience (GX) is a corporate function within Welbeck Health Partners, responsible for defining, developing and elevating the Guest Experience strategy across the business.

Working in partnership with our Centres and wider teams, GX uses patient insight, feedback and frontline insight to identify opportunities for improvement and translate them into meaningful change. From service standards and training to new initiatives and the environments in which we deliver care, our focus is on creating a consistently exceptional Welbeck experience.

About the role

We are looking for a Guest Experience Coordinator to join the corporate Guest Experience function within Welbeck Health Partners, working closely with the Head of Guest Experience to support the development and delivery of our GX strategy across the business.

This is a varied and highly collaborative role, supporting a broad range of Guest Experience projects and initiatives across Welbeck. You will work across a wide range of services and Centres, building strong relationships and understanding the different touchpoints that shape the patient experience. Partnering with Centres and key stakeholders, you will coordinate activity, support strategic priorities and help turn ideas and insight into meaningful improvements.

The role will combine project coordination, patient feedback and insight, stakeholder engagement, communications and continuous improvement. As Welbeck continues to expand, you will also support the development of GX across new Centres, helping empower teams to deliver a consistent Guest Experience while continuing to raise standards across the business.

Overview of key responsibilities

• Oversee and analyse patient feedback across Welbeck's feedback channels, identifying themes, trends, emerging issues and opportunities to elevate the patient experience.
• Translate feedback and insight into clear, actionable opportunities for improvement, working with Centres and key stakeholders to support delivery.
• Support the Head of Guest Experience with the coordination and delivery of GX projects, initiatives and strategic priorities across Welbeck.
• Support the delivery of elevation projects designed to improve the in-person patient experience, proactively looking for opportunities to enhance Guest Experience across environments, touchpoints and standards that shape how patients experience Welbeck.
• Build strong relationships with Centres and key stakeholders, understanding local priorities and supporting Centre-led initiatives that enhance Guest Experience.
• Support forward-looking initiatives originating from Centres, helping develop ideas, coordinate delivery and identify opportunities to implement successful initiatives more widely across Welbeck.
• Identify and share best practice across Welbeck, helping create consistency while supporting innovation and continuous improvement.
• Work closely with GX Ambassadors (GXAs) to champion Guest Experience, strengthen engagement and support the delivery of GX priorities.
• Support the development, writing and review of GX policies, standards, procedures and guidance, ensuring documentation remains current and supports the needs of the business.
• Support internal GX communications, helping communicate initiatives, standards, updates and successes across Welbeck.
• Maintain and develop GX content on the Welbeck Wiki, ensuring teams have access to clear, accurate and up-to-date information, resources and guidance.
• Support the coordination and delivery of GX training and Welbeck induction, helping embed Guest Experience principles across the business.
• Maintain key GX documentation, trackers and project plans, ensuring actions and deliverables are effectively followed through.
• Support the Head of Guest Experience with new and emerging GX projects, business expansion and the mobilisation of new Welbeck Centres, helping ensure the GX strategy, standards and experience are embedded from the outset.

About you

You are curious, proactive and passionate about understanding what creates an exceptional experience.

You are comfortable working with both people and insight, able to analyse feedback and identify meaningful themes, while also engaging confidently with Centres and stakeholders to understand what is happening operationally and help turn insight into action.

You enjoy working across multiple projects, bringing structure to ideas and seeing initiatives through from concept to delivery. You are comfortable challenging constructively, bringing ambition to the way you identify opportunities and collaboration to the way you deliver them. You will be motivated by finding new ways to continually improve the experience we provide, helping Welbeck deliver healthcare that goes beyond better.

About Us

For more information about Welbeck please click here

Recruitment Process

For this role, there will potentially be three stages;

Stage 1 – Shortlisting

Stage 2 – Interview Assessment

Disclosure and Barring Service (DBS)

Welbeck is committed to safeguarding and promoting the welfare of patients and expects all staff to share this commitment. All roles are subject to pre-employment checks in line with regulatory requirements, including an appropriate level of Disclosure and Barring Service (DBS) check.

Using AI

AI tools can be helpful when you're preparing documents or refining how you present your experience. What matters is that anything you share with us, from your application to your interview, reflects your own skills, experience and judgement. We want to understand the real you, so please use AI responsibly and avoid submitting information that is inaccurate, exaggerated or inauthentic.

Equality, Diversity & Inclusion

At Welbeck, we believe exceptional care starts with inclusive teams. We are committed to creating a workplace where difference is valued and excellence is expected; where people feel respected, and everyone is supported to do their very best. We welcome applications from all backgrounds and experiences and appoint on merit, recognising that diverse perspectives strengthen clinical quality, leadership, operational delivery and patient care.