Head of Customer Experience

Role Summary

The Head of Customer Experience will lead the design and delivery of outstanding, consistent customer journeys across our clinics and digital channels. This role is accountable for setting the customer experience strategy, defining service standards and processes, and partnering with Clinic Operations, Marketing to drive improvements in patient satisfaction, retention, and lifetime value. The role requires a strategic leader who is hands‑on in implementing CX programs, coaching frontline teams, and using data and feedback to continuously enhance the patient experience.

Key Responsibilities

• Create and execute a patient-focused customer service strategy that fosters loyalty, trust and high patient satisfaction.
• Analyse the entire patient journey, from scheduling appointments to post treatment follow‑up, identifying pain points and areas for improvement.
• Recruite, hire, train and manage a deducated customer service te...