• Vacancy ID:
    401
  • Closing Date: Closing Date:
    26 May 2025
  • All LocationsAll Locations:
    National
  • All TeamsAll Teams:
    Operational Excellence
  • Advertising SalarySalary
    £50,000 - £52,820
  • Contract TypeContract Type:
    Permanent
  • Directorate:
    Operations
  • Hours Per WeekHours Per Week:
    35
  • About The Role

  • Are you passionate about putting people at the heart of service design and delivery? At Guide Dogs, we’re looking for a visionary Customer Experience & Outcomes Lead to champion our user-centred approach and ensure that every person with sight loss can live the life they choose. 

    In this vital role, you’ll be our expert on all things Customer Experience (CX) and User-Centred Design (UCD), leading our efforts to build and improve services that truly reflect the needs of our service users. You’ll work across our adult and children’s services, overseeing the entire customer journey, from first contact through to long-term outcomes, ensuring every step supports independence, dignity, and empowerment. 

    You’ll lead two dynamic teams – Customer Experience and Customer Outcomes – driving excellence and embedding a culture of insight-led, person-centred improvement across the organisation. From using customer voices to influence service design, to analysing outcomes and service performance, your work will shape the way we deliver life-changing support. 

    You’ll collaborate closely with operational leads, service teams, and our research and data experts to ensure our services aren’t just high quality, but deeply meaningful to the people we support. You'll also be a key figure in strategy development, internal advocacy, and innovation. 

    This is a national role with significant influence and scope. If you’re a natural leader with a strategic mindset, a strong track record in CX/UCD, and a passion for real impact—this could be your next big move. 

     
  • About Us

  • No two people with sight loss are the same, and none of our people are either. So, we are proud to offer a range of person-centred benefits that can support each member of staff in ways that really mean something to them – and show them how much they mean to us. We offer a flexible benefits package, discounts and cashback scheme, a generous holiday allowance and matched contributory pension scheme to care for our people.   

     

    In this role you have flexibility to work in a way that’s best for you, with hybrid working arrangements including some home working, as well as days in the office to ensure collaboration and partnership working. With office locations across the UK we can support you to find the best mix of work location. We value in-person collaboration with our teams and those we support and travel to various Guide Dog site locations, often our major hubs in Leamington, Reading, and London will be necessary throughout the year. You’ll be working 35 hours per week, across Monday to Friday with the flexibility to work within 8am to 6pm, with an hour’s unpaid lunch break. 

     

    About Us 

      

    Further details on the full role are attached below. When you are ready to apply, submit an online application form via this page. 

     

    If you would like to have an informal conversation about the role before applying, or require any accessibility support to apply, our friendly recruitment team is ready and waiting to help. Call them on 0118 3540345 or drop an email to [email protected]. 

     

    As part of your application ensure you provide evidence and examples of how your skills & experience meet the criteria as set out in the attached job description. You will also be asked to complete a few job-specific questions as part of this application process, so please be prepared to write your answers to these questions. 

      

    If you want to know more about the teams who work at Guide Dogs, you can find it on our Careers Page 
      

    Our Commitment to Diversity and Inclusion 

      

    Guide Dogs welcomes applications from all sections of the community and actively encourages diversity to maximise achievements, creativity and good practice. We positively welcome and seek to ensure we achieve diversity in our workforce and that all job applicants and employees receive equal and fair treatment, regardless of age, race, gender, religion, sexual orientation, disability or nationality.  

      

    As a Disability Confident Employer, we are proud, whenever possible, to offer an interview to all candidates that meet our selection criteria, and who indicate they wish their application to be considered under our Disability Confident interview commitment. For more details, visit our careers site. 

      

    If you are successful you will need to provide evidence of your right to work in the UK via our digital ID checking supplier; in addition, we cannot offer visa sponsorship at this time. 

      

    Every day is different at Guide Dogs. And no person with sight loss is the same. We work side by side, on our sites and in the community, in schools and on our streets, supporting people to live the life they choose. Our staff therefore also work in different ways to support the delivery of our life changing work. 

      

    Safeguarding 

      

    Guide Dogs is committed to safeguarding and promoting the welfare of all children, young people and adults at risk of harm with whom we work. We expect all our employees and volunteers to fully share this commitment.  
    At Guide Dogs, we believe in fair and equitable hiring practices. A criminal record will not automatically disqualify an applicant from consideration for a position. Each case will be evaluated individually, taking into account the nature of the offense, its relevance to the role, and the time that has passed since the incident. We encourage all candidates to disclose relevant information, and we assure you that it will be handled confidentially and fairly. 

      

    Guide Dogs follow Safer Recruitment practices to ensure we are safeguarding the vulnerable people we work with. As part of this, we require a full work history with any gaps accounted for & a minimum of 2 professional referee details fully covering the past 5 years. If you are applying for a disclosure role, please note that you will be required to undergo an enhanced DBS check and sign up to the DBS update service. 

     

    For high volumes of applications, we reserve the right to close adverts earlier than advertised. 

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