Guest Experience Project Lead

Welbeck; Greater London; On-site; GBP 22,000 - 30,000; Full time

Job summary

Welbeck Health Partners seeks a Guest Experience Coordinator to join the corporate GX function and support the development and delivery of our GX strategy across the business. You will work closely with the Head of Guest Experience to coordinate projects, analyze patient feedback and drive improvements to the patient journey.

This role involves collaborating with Centres and stakeholders, turning insights into action, and helping expand GX initiatives across Welbeck while maintaining high

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.

Job description

Welbeck Health Partners seeks a Guest Experience Coordinator to join the corporate GX function and support the development and delivery of our GX strategy across the business. You will work closely with the Head of Guest Experience to coordinate projects, analyze patient feedback and drive improvements to the patient journey.

This role involves collaborating with Centres and stakeholders, turning insights into action, and helping expand GX initiatives across Welbeck while maintaining high