Head of Patient Experience

Cusstomer Experience Manager Leeds Office Based with Regular Travel £40,000 - £45,000 + Benefits We are working with a high-growth, multi-site healthcare business that is entering an exciting period of expansion. As the business continues to grow, we''re looking for a hands-on Customer Experience Manager to focus directly on the customer journey and help maintain exceptional service standards across our locations. This is a fantastic opportunity for a customer experience professional who enjoys diving into feedback, solving problems, and making a day-to-day impact on patient satisfaction. The Role You will be responsible for understanding what patients are experiencing, identifying where things aren''t working, and figuring out why. Rather than just managing complaints after they happen, you will look closely at customer feedback, ratings, and data to identify root causes. From there, you will implement practical solutions that create lasting improvements. A central part of this role will be running our mystery shopping programmes, using the findings to identify immediate opportunities and drive improvements across the patient journey. Key Responsibilities Run mystery shopping programmes and turn findings into actionable improvements. Analyse customer feedback, reviews, ratings, and complaints to identify trends. Investigate issues to find the root cause and implement fixes. Drive daily improvements in customer satisfaction and online ratings. Work closely with local ..... full job details .....