Head of Patient Experience

Cusstomer Experience Manager
Leeds | Office Based with Regular Travel
£40,000 - £45,000 + 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 a hands-on Customer Experience Manager to focus directly on the customer journey and help maintain exceptional service standards across our locations.
This is a fantastic opportunity for a customer experience professional who enjoys diving into feedback, solving problems, and making a day-to-day impact on patient satisfaction.
The Role
You will be responsible for understanding what patients are experiencing, identifying where things aren't working, and figuring out why.
Rather than just managing complaints after they happen, you will look closely at customer feedback, ratings, and data to identify root causes. From there, you will implement practical solutions that create lasting improvements.
A central part of this role will be running our mystery shopping programmes, using the findings to identify immediate opportunities and drive improvements across the patient journey.
Key Responsibilities
* Run mystery shopping programmes and turn findings into actionable improvements.
* Analyse customer feedback, reviews, ratings, and complaints to identify trends.
* Investigate issues to find the root cause and implement fixes.
* Drive daily improvements in customer satisfaction and online ratings.
* Work closely with local operational teams to resolve recurring service issues.
* Use patient insight and data to help teams improve service delivery.
* Promote a culture of continuous improvement around the patient experience.
About You
We are looking for a Customer Experience, Customer Service, or Patient Experience specialist who loves solving problems and has a track record of improving customer satisfaction.
You will be:
* Excellent at identifying the root cause of service problems.
* Experienced in managing mystery shopping exercises.
* Highly analytical and naturally inquisitive about feedback data.
* Confident working alongside local operational teams to fix issues.
* Passionate about delivering exceptional customer experiences.
* Comfortable working in a fast-paced, growing environment.
This is a great opportunity to move beyond simply managing customer issues. Instead, you will build better experiences, solve problems at their source, and drive measurable improvement.
Apply now or contact us for a confidential conversation