Head of Patient Experience

WHAT IS THE ROLE?

The Head of Patient Experience will play a pivotal role in shaping how patients experience Montu and Alternaleaf at every touchpoint. This role owns and leads the operational and administrative heartbeat of the Patient Experience function, bringing together pharmacy and clinic support, patient engagement, and overseas support teams into one high-performing, patient-obsessed operation.

With accountability for service delivery, operational excellence, and regulatory compliance, the role ensures patients receive a seamless, compassionate, and consistently high-quality experience regardless of channel, location, or complexity. As a senior leader, the Head of Patient Experience will build, develop, and inspire a skilled workforce, embedding clear processes, strong governance, and a culture of accountability, collaboration, and continuous improvement.

Working cross-functionally with clinical, product, people, and technology teams, this role is instrumental in scaling patient services in line with rapid organisational growth. It blends strategic thinking with hands-on leadership, balancing innovation with compliance, and always keeping the patient experience at the centre of every decision.

WHAT WILL YOU BE DOING?

Leadership & Team Management

- Provide strategic and operational leadership to the patient experience team.

- Ensure all staff are effectively onboarded, trained, and supported in their roles.

- Foster a culture of collaboration, accountability, and continuous improvement among staff.

Operations & Administration

- Oversee scheduling, workload distribution, and resource allocation to ensure efficient service delivery.

- Oversee support staff dealing with internal tasks & queries.

- Implement and manage policies, processes, and workflows for patient experience.

- Collaborate with HR for recruitment, performance evaluations, and talent management of the team.

Compliance & Quality Assurance

- Develop and monitor quality as...