Hertility Health is seeking a Head of Patient Experience to lead the strategy and delivery of patient-centred care for our women's health services. You will drive improvements in clinical quality, operational efficiency, and satisfaction, scaling patient services through innovation and cross-functional leadership.
What You'll Do
- Define and implement the patient experience strategy across digital and physical healthcare services.
- Create, maintain and optimise patient pathways.
- Partner with Senior leadership to align patient experience initiatives with organisational growth and clinical excellence goals.
- Lead and develop a multidisciplinary team across clinical services, operations, and customer service.
- Continuously improve care pathways to enhance efficiency, accessibility, and quality of patient outcomes.
- Standardise and optimise processes to support scalable service delivery.
- Ensure adherence to healthcare regulatory standards and compliance requirements.
- Develop and maintain strong relationships with external clinical and operational partners.
- Champion patient first principles across all areas of the organisation.
- Use patient feedback and data insights to drive service innovation and quality improvement.
- Leverage digital platforms and emerging technologies to enhance care delivery and engagement.
- Lead cross functional initiatives to integrate patient experience with product, clinical, and operational teams.
- Manage high level negotiations and partnerships with third party providers.
- Communicate effectively with internal and external stakeholders, ensuring transparency and trust.
- Act as the voice of the patient at senior leadership and strategic decision making forums.
What We're Looking For
- Proven leadership experience in healthcare or digital health, with a focus on patient experience or service delivery.
- Experience in both digital and physical healthcare environments, ideally within women’s health or reproductive healthcare.
- Strong understanding of patient centred care principles and healthcare operational excellence.
- Demonstrated ability to scale and improve patient care pathways in fast paced settings.
- Skilled in managing multidisciplinary teams and driving cross functional strategic initiatives.
- Excellent stakeholder management and negotiation skills with external providers.
- Exceptional problem solving, organisational, and communication abilities.
- Strong data literacy and ability to use patient data to inform decisions.
- Familiarity with healthcare regulations and compliance standards.
- Experience in commercial and technological aspects of healthcare delivery (e.g., telemedicine, digital health platforms).
- Track record of delivering innovative patient experience solutions.
- Knowledge of healthcare trends, emerging digital tools, and patient engagement strategies.
Team & Environment
You will be line manager to Clinical Services Manager, Customer Experience Manager, Clinical Operations Manager, and Operations Associate, plus their teams. You will be working and reporting directly to our COO, Natalie Getreu.
Benefits & Compensation
- Compensation: £80k-£85K
- 36 Days of Paid Leave: Includes public holidays, plus discretionary additional time off between Christmas and New Year.
- Company Laptop.
- Remote First: Work from anywhere.
- Flexible Working Hours: 40 hours per week, with the freedom to choose your start and finish times.
- Pension Scheme: 5% employer contribution salary sacrifice pension with a 5% employee match.
- Mental Health Support: In house counselling available anytime.
- Free Hertility Services: Complimentary hormone and fertility tests for you, plus discounts for friends and family.
- Enhanced Parental Leave & First-Time Parents Benefits.
- Menstrual Leave: Time to rest and restore when your body’s rhythms change.
- Financial Advisor Access: Get guidance on financial planning.
- Work from Anywhere: Embrace true flexibility with the option to work from anywhere in the world (must have the right to work in the UK).
Work Mode
This is a remote-first position with the option to work from anywhere in the UK. You must have the right to work in the UK.
We’re proud to be an equal opportunity employer and celebrate the unique contributions each team member brings to our work.
