Job Description
Title: Employee Experience Manager – Fixed maternity cover
Location: Wrexham
Salary: Circa £40,000
What we do:
We’re the leaders in outsourced calls, live chat and more, delivering brilliant conversations on behalf of businesses of all sizes. Fast-forward two decades and what started as a single, dedicated PA (who’s still with us today) looking after calls for a handful of local clients, is now a 1000-strong team working across continents from our state-of-the-art UK headquarters in Wrexham, and our US office in Atlanta.
The role:
As Employee Experience Manager, you will be responsible for designing and executing a data-driven strategy that enhances the entire employee journey. Using key metrics and insights, you will continuously evaluate employee satisfaction, engagement, and well-being, implementing targeted programs to improve employee experiences across the organisation. Additionally, you will play a key role in integrating Environmental, Social, and Governance (ESG) initiatives into the employee experience, ensuring our practices align with our commitment to sustainability, diversity, and ethical business practices.
Key responsibilities:
- Lead the design and execution of employee experience initiatives, including data-driven onboarding, to ensure seamless integration and optimal results from day one.
- Establish KPIs to track employee wellbeing across mental, emotional, and physical health, using insights to design targeted programs in collaboration with HR.
- Promote an inclusive, diverse, and open workplace that empowers employees and strengthens company culture aligned with Trustmarks.
- Collaborate with Talent to measure the effectiveness of career development programs (training, mentorship, promotions) on growth, retention, and engagement.
- Implement regular feedback and recognition systems using surveys, performance reviews, and recognition tools to guide evidence-based improvements.
- Track turnover and retention metrics, identify patterns, and design interventions to improve retention, especially in high-risk areas.
- Evaluate workplace environments (in-office, hybrid, remote) for comfort, collaboration, and productivity, recommending improvements as needed.
- Assess the impact of internal communications, tracking engagement and employee responses to enhance transparency and involvement.
- Lead ESG initiatives that enhance employee experience, promote sustainability, and embed DEI within programs and culture.
- Collaborate with HR and Health & Safety to ensure policies and practices support employee wellbeing in hybrid or remote contexts.
- Support external communications on employee experience and ESG performance, addressing inquiries from investors and other stakeholders.
The person:
- Super smiley and positive, with a genuine passion for and knowledge of employee experience, HR, and people operations, combined with a strong data- and results-driven focus.
- Advanced knowledge and experience in employee engagement and feedback tools (e.g., survey platforms, pulse surveys, performance management systems).
- Strong ability to analyze and interpret data into meaningful insights, trends, and areas for improvement, creating reports and communicating results accessibly to colleagues at all levels.
- Familiar with key employee experience metrics, including engagement, retention, turnover, and satisfaction.
- Knowledge of ESG principles—sustainability, diversity, equity, and inclusion—and experience implementing initiatives aligned with these values.
- Solid understanding of current and emerging engagement best practices and legislation, with active interest and practical experience in employee engagement and experience programs.
- Proficient in data analysis tools (Excel, Power BI, HR analytics platforms) for tracking and reporting on employee experience metrics.
- Strong project management skills, able to execute multiple initiatives simultaneously.
- Excellent communication, influencing, and people skills, building trusted relationships and presenting business insights clearly and persuasively to leadership and stakeholders.
Desirable Attributes:
- CIPD qualification or equivalent experience in people management, HR, or data-driven organisational development.
- Experience in implementing ESG-focused employee programs or initiatives in a corporate setting.
- Background in managing employee experience in remote or hybrid work environments.
- Experience with HRIS, employee engagement platforms, or performance management systems.
What’s included:
As an Employee Experience Manager at our award-winning headquarters in Wrexham, you’ll enjoy welcoming, spacious, state-of-the-art offices, plus communal spaces including a treehouse – we like to do things differently around here! You’ll also benefit from:
- Fixed term 12 month contract
- 25 days annual leave plus bank holidays (pro rata)
- Mental health support (through our Employee Assistant Programme) with access to an on-site mental health counsellor
- Access to our wellbeing room to help enhance your physical and mental wellbeing
- Access to a 24/7 doctor line
- Subsidised meals
- Free on-site gym access
- And did we mention our epic parties? We know how to celebrate in style!
We want to hire the whole version of you:
If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best!