At Places Leisure, we hire people, not just numbers. If you're interested in one of our roles, we encourage you to apply, you could be exactly who we're looking for. While experience matters, we're most interested in individuals who live our People Promises: those who do the right thing, are enthusiastic and eager to grow, believe in community spirit, show respect, and enjoy their work. As part of one of the UK's leading social enterprises, we're dedicated to creating active, healthy, and inclusive communities for both our customers and colleagues. We value kindness, honesty, and teamwork, and we strive to make Places Leisure a supportive and enjoyable place to work for everyone 

 So, what are you waiting for? Join a community that cares about you!   

Customer Experience Product Manager

We are looking for a passionate and customer focused person to help lead and shape positive Customer experiences across Places Leisure. You'll own, optimise and use customer feedback to drive improvement and cross functional change.

Leading impactful projects, and work collaboratively to enhance every touchpoint of the customer journey, you'll translate insight into a structured Customer Change and Improvement Plan ensuring changes are delivered, embedded and measured to improve customer and commercial outcomes.

What you'll do:

• Champion the customer experience and turn feedback into meaningful, customer‑led improvements
• Lead and manage projects from idea through to delivery, ensuring great outcomes for our customers and teams
• Work closely with operations, marketing and digital teams to drive continuous improvement across our Leisure centres   
• Identify opportunities to simplify, elevate and enhance the customer journey—both on‑site and online

Essential skills:

• Proven experience leading customer experience improvement, service design, or change initiatives.
• Strong understanding and experience of customer journey mapping (documenting) and insight-led improvement.
• Experience working cross-functionally in complex organisations.
• Strong project and change management capability.

Benefits  

 We are a large diverse and ambitious business, which will give you all the challenge you could wish for.   

We know that there's always more we can do to make you smile, that's why we offer a comprehensive benefits package with each role, yours will include:   

• Competitive salary, with a salary review yearly
• Pension with matched contributions up to 7%
• Excellent holiday package – 35 days annual leave with the option to buy or sell leave
• Cashback plan for healthcare costs – up to £500 saving per year
• A bonus scheme for all colleagues at 2%
• Training and development
• Extra perks including huge discounts and offers from shops, cinemas and much more.

What's next?

If you meet the criteria and are ready to make the next step in your career then apply following our simple 5 minute application process, upload a CV and a supporting statement which demonstrates how you meet the requirements of the role. If you have any questions please email the recruitment team recruitment@placesforpeople.co.uk 

As part of our commitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided you meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application. 

We are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments to support your application or interview experience, please let us know. We're happy to work with you to ensure you have the opportunity to perform at your best.

If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team on skillsemployment@placesforpeople.co.uk. 

Please note that we may bring the closing date forward, if we receive a large number of quality applications. If you are interested in this role we would advise applying immediately to avoid disappointment.

If you are using a mobile device such as an iPad then ensure your CV is stored in the cloud, we currently support Google Drive, OneDrive and Dropbox.

We understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. We can't promise to give you exactly what you want, but we promise not to judge you for asking. For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.  

If you are a recruitment agency please note we operate a PSL and do not take cold calls

Safeguarding

At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect. 

We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment. 

By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities