Head of Customer Experience

Job description

We are seeking an exceptional Head of Customer Experience to lead and shape the end‑to‑end customer journey across Fortius. This is a senior, hands‑on role with accountability for delivering a consistently high‑end, seamless experience for every patient, underpinned by a customer‑first culture across the organisation. Working closely with clinical and non‑clinical teams, you will lead the Front of House and Concierge services while driving continuous improvement across the outpatient and wider patient pathway. You will play a key role in building strong relationships with Consultants, supporting operational efficiency, and ensuring our centres operate at optimal capacity. Requirements: Key Responsibilities: As Head of Customer Experience , you will lead and continuously enhance the end‑to‑end patient journey across Fortius, ensuring a consistently high‑quality, personalised experience. Strategy & Leadership: Develop, implement, and embed a comprehensive Customer Experience Strategy across all Fortius sites Champion a customer‑first culture throughout every stage of the patient pathway Design and evolve customer journeys and touchpoints, including contributing to digital solutions t...