Guest Experience Strategy & Projects 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

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.