As our Senior Customer Experience Manager, you will be the driving force behind delivering an exceptional, consistent experience for our patients across all touchpoints. In this role, you will take ownership of our company-wide customer experience metrics and be accountable for driving improvements that have a direct impact on patient satisfaction, retention, and operational efficiency.
You’ll be responsible for designing, implementing, and refining strategies that enhance our service delivery—from the initial patient interaction to long-term engagement. This means working closely with cross-functional teams to ensure that every process, from our support channels to our clinical communications, is aligned with our mission of seamless, high-quality care. You’ll lead a team of Customer Experience Managers and Specialists, setting clear goals and coaching your team to exceed performance targets while nurturing a positive, data-driven culture.
Additionally, you will be expected to use insights from our feedback, SLAs, and CSAT scores to identify bottlenecks and proactively develop innovative solutions. You’ll translate complex data into actionable strategies, ensuring that every improvement initiative is measurable and aligned with our broader business objectives. This role requires a blend of strategic oversight and hands-on leadership—you’ll be in the trenches with your team when needed, but also working at a high level to set the direction and priorities for the entire customer experience function.
Ultimately, your leadership will be key to transforming our patient journey, ensuring that we not only solve problems efficiently but also create memorable, patient-first experiences that differentiate us in the healthcare space.
What you’ll do:
Strategic Leadership:
Own and analyse company-wide Patient Experience metrics, set ambitious targets, and design strategies to meet them.
Collaborate with senior leadership across departments to integrate patient experience into our overall business strategy.
Team Leadership & Development:
Lead, inspire, and develop a team of Customer Experience Managers and Specialists, ensuring they are equipped, motivated, and aligned with our strategic goals.
Drive continuous improvement initiatives by championing best practices, coaching, and data-driven performance management.
Process & Operational Excellence:
Oversee the design and optimisation of patient experience processes and systems to streamline operations and improve patient outcomes.
Implement innovative solutions (such as automation, advanced analytics, and self-service tools) to reduce friction and enhance the experience of our service so patients never want to leave.
Cross-Functional Collaboration:
Act as the voice of our customers in executive discussions, ensuring their insights shape product development, marketing, and operational improvements.
Work closely with technology, product, and clinical teams to identify and remove barriers, driving a seamless, end-to-end patient experience.
You have extensive experience in a customer experience or operations leadership role within a fast-paced, scale-up environment (healthtech is a bonus).
You excel in managing and developing teams, with a proven track record of driving performance improvements and meeting ambitious targets.
You are highly analytical, with a data-driven mindset that allows you to translate insights into actionable strategies.
You’re a collaborative leader, comfortable engaging with senior stakeholders and influencing cross-functional teams.
You’re passionate about delivering outstanding patient experiences and have a vision for transforming service delivery at a company-wide level.
BENEFITS
Share option scheme
Private medical insurance
£400 annual learning & development budget with Learnerbly
Gym & wellness benefit with Wellhub
Hybrid role based in London Bridge 3 days a week with 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
ABOUT MANUAL
MANUAL delivers healthcare at scale thanks to its comprehensive digital clinic. Our ambition is to extend the healthy years of lives for a large part of the population in the UK, Brazil, and beyond focusing on life-impeding conditions like hormonal imbalance, obesity and hair loss.
MANUAL has steadily grown since inception and is now serving 500k+ patients, across 2 geographies. We are centralising the diagnosis, custom medications, doctor specialist services, behavioural change and fully vertically integrated management of the treatment journey, under one roof and consumer brand.
We’re destigmatising how people approach their health by offering easy access to diagnostics, a holistic range of treatments, ongoing care and medical advice, as well as a community to help proactively improve one’s health and wellbeing. A place that didn't exist until now.
Innovating on healthcare delivery, MANUAL provides patients with engaging treatment plans generating superior clinical outcomes: 90%+ of patients see an improvement in their Quality of Life (QoL) within 6 months. Our ambition is to extend the healthy years of lifespan for a big part of the population in the UK, Brazil and beyond,
After a $30 million Series A round, we are on a mission to build one of the most impactful teams in the healthcare space. We are looking for incredibly ambitious, entrepreneurial, driven and fun people to join us as we accelerate our growth and expansion. This is an exciting time to join the UK’s fastest-growing healthtech and help supercharge our mission.
Websites:
https://www.manual.co/
https://www.joinvoy.com/
https://www.menopausecare.co.uk/
EQUAL EMPLOYMENT OPPORTUNITY
Menwell Limited, trading as MANUAL, is an Equal Opportunities Employer. We are committed to equal employment opportunities regardless of gender and gender reassignment, age, disability, race, religion or belief, sex and sexual orientation, pregnancy and maternity, marriage and civil partnership. We base all our employment decisions on merit, job requirements and business needs. This applies to all decisions related to hiring, training, remuneration, promotion and discipline.
We believe that a diverse and inclusive workforce is essential to our success. We are committed to creating an environment where everyone feels welcomed, valued and respected, regardless of their background, identity or beliefs. We believe that Inclusion, Diversity, Equity and Accessibility (IDEA) is essential to our ability to offer the best possible health outcomes to our patients and customers
