Customer Journey Improvement Specialist

The role is remote for people based in the UK

What is the job?

We are looking for a hands-on, delivery-focused Customer Journey Improvement Specialist to help turn improvement ideas into real, operational change. This role is about making things happen - quickly - in a fast-growing, highly regulated healthtech environment.

You will work across the business to implement projects big and small, with a strong focus on improving the end-to-end patient journey. From mapping processes and fixing friction points to embedding new ways of working, you’ll be on the ground driving change, not just designing it. You’ll partner closely with teams throughout the business and a Project Manager on larger initiatives, while owning and delivering your own portfolio of improvements.

You will need to be comfortable with pace, ambiguity, and getting stuck in wherever the biggest impact sits. This is an ideal role for someone with strong Lean and customer-journey experience who is pragmatic, scrappy, and biased to action - someone who thrives in a start-up environment and takes real satisfaction from shipping improvements that stick and make life better for patients and teams alike.

What will you be doing?

• Deliver improvement initiatives end-to-end, from problem definition through to implementation and measurable outcomes.
• Work across the business to lead and support hands-on implementation of changes, ensuring solutions are practical, adopted by teams, and embedded into day-to-day operations.
• Map, analyse, and improve end-to-end patient journeys, identifying sludge and friction, process defects, and root causes.
• Apply Lean Six Sigma tools to diagnose issues, design countermeasures, and drive rapid, iterative improvement.
• Own discrete projects and workstreams, while supporting the wider business on larger programmes as required.
• Translate insights into clear process documentation (process maps, SOPs, work instructions, controls).
• Facilitate workshops to align stakeholders on current state, future state, and implementation actions.
• Coordinate delivery across cross-functional teams, keeping momentum in a fast-paced, changing environment.
• Track and report on outcomes to ensure changes improve patient experience, efficiency, and quality.
• Identify risks, blockers, and dependencies early and escalate pragmatically, whilst remaining solution-oriented.
• Drive standardisation and right-first-time ways of working across operational teams.
• Use data, customer feedback, and complaints insights to prioritise and shape improvements.
• Support change adoption through training, communication, and ongoing feedback loops.
• Act as a versatile problem-solver, able to get stuck into any type of business improvement as priorities shift.
• Operate with an agile, “get things done” start-up mindset, adapting quickly and prioritising delivery over perfection.
• Define success measures of initiatives at the outset and use these to validate success/control once delivered.
• Ensure all changes are compliant with relevant clinical/pharmaceutical regulation and other internal governance requirements.

What do you need?

• Proven experience implementing operational or customer journey improvements in a fast-paced highly-regulated environments.
• Demonstrable ability to move quickly from analysis to action and deliver tangible change.
• Solid stakeholder management and facilitation skills across cross-functional teams.
• Experience supporting project delivery or working within structured and semi-structured project environments.
• Willingness to travel to our HQ in Winnersh from time to time