MANUAL is hiring a
Head of Patient Experience

Summary

The job is for a senior role driving patient experience strategy and operations for Testosterone Replacement Therapy category at MANUAL. The role involves cross-functional collaboration, strategic vision setting, team management, problem solving, and collaborating with other teams. The candidate should have 8+ years of work experience, strong problem-solving skills, leadership experience, a proven track record in customer experience or customer service, and the ability to influence across teams and levels.

Requirements

• You have strong problem-solving skills and are able to think strategically, laterally and outside the box
• You have led high performance teams and are able to coach, train and inspire teams to deliver their best
• You have a proven track record in a customer experience or customer service role, ideally in a scaleup or the healthcare industry
• You are a strong collaborator who is able to influence across teams and levels
• You have a proven ability to be organised and deliver results

Responsibilities

• Set up the vision for the end to end patient experience
• Develop unique and differentiated value propositions that set MANUAL apart
• Deliver exceptional health outcomes and patient experiences
• Lead a team of 40+ individuals
• Coach your direct reports to reach their full potential as effective people managers
• Build comprehensive performance reporting to ensure targets are met
• Partner with Product on a roadmap to simplify and enrich the patient journey while enhancing our backend systems for further efficiency
• Dive into complex operational challenges, strategize and manage projects to improve patient experience
• Foster a positive culture of putting our patients at the heart of everything we do and advocate for patient experience priorities with other teams (e.g. product, marketing, commercial, CRM)

Benefits

• Generous share option scheme
• Private medical insurance
• ��400 annual learning & development budget with Learnerbly
• Gym & wellness benefit with Wellhub
• Remote opportunity / Hybrid role based in Bermondsey 3 days a week with breakfast and lunch once a week
• Cycle to work scheme
• Electric car scheme
• 25 days holidays and generous parental leave & flexible working policies
• Annual company retreat
• A fun and friendly working environment with sharp and motivated co-workers
• Join in the early stages of one of the most promising start-ups in the health & wellness space