3 months ago
Group Director of Patient & Brand Experience
Active Neuro
London, UK (Remote)Full time
Group Director of Patient & Brand Experience
London, UK (Remote)
Salary Not AvailableDirector/ExecutiveFull time
Posted 3 months ago
Job Summary
Own the patient, family and referrer journey across all Active Neuro locations, guarding brand standards while driving seamless, premium experiences and clinical excellence across sites.
- Growth/Experience Ownership: lead end-to-end journey design and service evolution from enquiry to discharge across multiple sites.
- Brand & Environment: ensure consistent brand alignment in physical spaces, communications and service standards at every touchpoint.
- Site Leadership: maintain hands-on presence and travel to orchestrate exceptional patient experiences and hospitality, reporting to the Managing Director.
Job Description
Responsibilities
- Act as the custodian of the Active Neuro customer journey, ensuring that every interaction reflects the organisation's commitment to excellence, compassion, professionalism and innovation.
- Evaluate, design and continuously improve every aspect of the patient, family and referrer journey from first enquiry through admission, rehabilitation, discharge and beyond ensuring a seamless and consistent experience across all Active Neuro locations.
- The role will also serve as the guardian of the Active Neuro brand, ensuring that all physical environments, communications, service standards and customer interactions consistently align with the organisation's brand values, positioning and strategic direction.
- Through extensive site presence and regular travel, the Director will ensure that every Active Neuro location operates as a seamless orchestration of exceptional patient experience, premium hospitality and clinical excellence.
- This is a highly visible role reporting directly to the Managing Director and will be responsible for defining, embedding and continually elevating the Active Neuro experience across every site and every touchpoint.
- What you'll be working: Working Monday - Friday; 37.5 hours per week.
Requirements
- Significant senior leadership experience in customer experience, hospitality, luxury service, retail or brand experience environments.
- A genuine and demonstrable obsession with customer experience.
- Expertise in customer journey mapping, service design and experience transformation.
- Experience operating across multiple sites and geographically dispersed teams.
- Strong brand stewardship and experience maintaining rigorous standards across a portfolio of locations.
- A keen eye for detail and an unwavering commitment to excellence.
- Exceptional stakeholder engagement and influencing skills.
- Strong analytical capability with experience using customer insight and feedback to drive improvement.
- The ability to balance strategic leadership with operational execution.
Preferred
- Experience operating across multiple sites and geographically dispersed teams.
- An understanding of business development and its relationship to brand expansion and customer experience.
- Experience in healthcare is advantageous but not essential. We are particularly interested in candidates who can bring world-class service thinking from hospitality, luxury brands, premium customer service organisations or other experience-led sectors.
Active Neuro
Combining innovative technology, expertise and therapeutic environments, Active Neuro delivers specialist rehabilitation for people with spinal cord injuries, strokes, brain injuries and other neurological conditions to rebuild and transform their lives.
11 employees
Traffic Signals
Monthly Visitors
3.4K
Traffic Source Mix
Search
45.1%
Direct
39.2%
Referral
9.6%
Social
4%
Paid
1.3%
Headcount Trend
Current headcount: ~15