Customer Journey Improvement Specialist

About the role:

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.

This role is Hybrid will require travel to our HQ in Winnersh, Wokingham.

Key responsibilities:

- 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).

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