Head of Patient Experience

Head of Patient Experience

Leeds Office Based with Regular Travel

60,000 - 65,000 + Benefits

We are working with a high-growth, multi-site healthcare business that is entering an exciting period of expansion. As the business continues to grow, we're looking for an experienced Head of Patient Experience to take ownership of the customer journey and help establish consistently exceptional standards across the organisation.

This is a newly created role and an excellent opportunity for a customer experience expert who wants to have genuine influence within an ambitious, fast-growing business.

The Role

You'll be responsible for understanding what patients are experiencing, identifying where things aren't working and, crucially, understanding why.

Rather than simply managing complaints, you'll use customer feedback, ratings, data and insight to identify root causes and implement solutions that create lasting improvements.

You'll develop clear patient experience profiles and standards, improve customer ratings and satisfaction, and ensure the business consistently delivers an exceptional experience as it continues to scale.

A key part of the role will also be mystery shopping, using the findings to identify opportunities and drive improvements across the customer journey.

Key Responsibilities

• Own and develop the overall patient experience strategy.
• Analyse customer feedback, reviews, ratings and complaints to identify trends and root causes.
• Develop patient experience profiles and define what outstanding service looks like.
• Drive improvements in customer satisfaction and online ratings.
• Lead mystery shopping programmes and turn findings into actionable improvements.
• Work closely with operational teams to resolve recurring issues and improve service delivery.
• Develop consistent customer experience standards across multiple locations.
• Use data and customer insight to influence business decisions.
• Build a culture of accountability and continuous improvement around patient experience.

About You

We're looking for an experienced Customer Experience, Customer Service or Patient Experience professional who can demonstrate a track record of improving customer satisfaction and service performance.

You'll be:

• Highly analytical and naturally inquisitive.
• Excellent at identifying the root cause of problems.
• Commercially aware and focused on measurable outcomes.
• Confident influencing and working with senior stakeholders and operational teams.
• Experienced in developing customer journeys, service standards or CX frameworks.
• Comfortable using data and customer insight to drive decisions.
• Passionate about delivering exceptional customer experiences.
• Comfortable working in a fast-paced, growing environment.

This is an opportunity to build and shape the patient experience function within an ambitious business, with genuine scope to influence how the organisation grows and how customers experience it.

If you're a customer experience specialist who wants to move beyond simply managing customer issues and instead build better experiences, solve problems at their source and drive measurable improvement, we'd love to hear from you.

Apply now or contact us for a confidential conversation.