Customer Journey Manager; Healthcare

Customer Journey Manager – Head of Customer Journey

Healthcare – Health & Wellbeing. Flexible location:
Remote with travel as required.

A unique, challenging, newly created opportunity to join a cutting‑edge health provider has arisen. This is a chance to join a fast‑growth business at a crucial time, in an influential role as Customer Journey Manager.

The organisation provides a range of health and wellbeing services aimed at improving population health across England. These are high‑impact, effective programmes which are benefiting the lives of huge numbers of people. You will have overarching involvement across all the services, to lead on organisational transformation relating to the end‑to‑end customer journey.

Key responsibilities

• Review existing processes across the services, assess efficiencies, and report on operational improvements.
• Monitor key metrics and KPIs across the organisation, translating findings into actionable plans.
• Optimise workflows, processes, procedures, customer satisfaction and conversion rates, preparing the business for upcoming new service launches.
• Work closely with senior operational leaders, ensuring the customer journey is optimised and client outcomes, results and quality remain first‑rate.
• Advise the Senior Leadership Team and mentor/co‑coach through periods of rapid change.
• Lead new service mobilisations on a national basis, standardising processes and workflows and maintaining high performance standards.

Required skills and experience

• Excellent relationship management and clear communication at all levels.
• Strong stakeholder management, project management, change management and process analysis & design abilities.
• Ability to quickly grasp a complex, fast‑paced organisation and optimise processes efficiently.
• Experience with continuous improvement in dynamic environments.

Career opportunities

There will be many opportunities for the post‑holder to progress in the organisation. This high‑profile position offers a chance to quickly make a real difference, both immediately and during the planned expansion.