Customer Journey Manager (Healthcare)

Tonic Healthcare • Permanent • Birmingham, West Midlands, England, United Kingdom • £42k - £45k / year • 19h ago

FLEXIBLE LOCATION - REMOTE WITH TRAVEL AS REQUIRED. Customer Journey Manager. Head of Customer Service. Customer Experience Manager. Head of Customer Journey. Healthcare - Health & Wellbeing, Public Health, Patient Pathways.

A unique, challenging, newly created opportunity to join a cutting edge health provider has arisen. This is a chance to join a fast-growth business at a crucial time, in an influential role as Customer Journey Manager.

The organisation provides a range of health and wellbeing services aimed at improving population health across England. These are high-impact, effective community programmes which are benefiting the lives & families of huge numbers of people. You will have overarching involvement across all the services, and lead on organisational transformation relating to the end to end customer journey and how this can be optimised.

You will be reviewing existing processes across the services, assessing where efficiencies can be made, reporting on how operational improvements can be implemented, and monitoring the key metrics and KPIs across the organisation and translating this into actionable plans. This will ensure maximum referrals into the programmes and the highest levels of successful outcomes are achieved.

Your experience will allow you to quickly get to grips with a complex, fast-paced organisation and rapidly work to optimise workflows, processes, procedures, customer satisfaction, conversion rates and position the business for upcoming new service launches.

This needs excellent relationship / stakeholder management skills and clear communication at all levels. You will be working closely with senior operational leaders to ensure the customer journey is optimised. Your work will ensure client outcomes, results and quality are first-rate, advising the SLT, and mentoring/coaching/leading colleagues through periods of change.

Crucially, there is further rapid expansion planned, so the role requires someone who thrives in a dynamic environment where continuous improvement and positive change are constants. You will play a key role in new service mobilisations on a national basis, ensuring processes and workflows are standardised and new services have the same high standards and levels of performance.

This is certain to be a highly rewarding role, requiring a full range of skills including stakeholder management, project management, change management, process analysis & design, and much more.

There will be many opportunities for the post-holder to progress in the organisation - this will be a high profile position offering a chance to quickly make a real difference, in both immediately and during the planned expansion.

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