Head of Customer Experience in London

We are seeking an exceptional Head of Customer Experience to lead and shape the end‑to‑end customer journey across Fortius. This is a senior, hands‑on role with accountability for delivering a consistently high‑end, seamless experience for every patient, underpinned by a customer‑first culture across the organisation.

Working closely with clinical and non‑clinical teams, you will lead the Front of House and Concierge services while driving continuous improvement across the outpatient and wider patient pathway. You will play a key role in building strong relationships with Consultants, supporting operational efficiency, and ensuring our centres operate at optimal capacity.

Key Responsibilities

• Lead and continuously enhance the end‑to‑end patient journey across Fortius, ensuring a consistently high‑quality, personalised experience.
• Strategy & Leadership
  • Develop, implement, and embed a comprehensive Customer Experience Strategy across all Fortius sites.
  • Champion a customer‑first culture throughout every stage of the patient pathway.
  • Design and evolve customer journeys and touchpoints, including contributing to digital solutions that improve service quality and operational efficiency.
  • Take an innovative approach to service development, maximising digitalisation to enhance customer experience.
• Operational Excellence
  • Lead the design, delivery, continual improvement, and operational efficiency of the Front of House and Concierge services.
  • Be accountable for the effective management of consulting rooms and patient areas, ensuring optimal utilisation and availability.
  • Oversee the patient management system, including system improvements, implementation of changes, and training of users.
  • Ensure transparency and consistency in self‑pay processes, with payments taken at the time of appointment.
  • Monitor and resolve issues, complaints, and service recovery matters professionally and promptly.
• Consultant & Patient Relationships
  • Build and maintain strong, credible relationships with Consultants across all Fortius centres.
  • Work closely with clinical teams and departmental leaders (including Consultant Support, Nursing, and Imaging) to ensure seamless, personalised patient pathways.
  • Provide an exceptional and discreet service for high‑profile and VIP patients.
• Performance, Quality & Governance
  • Monitor key performance indicators including patient satisfaction, Consultant satisfaction, clinic volumes, and utilisation.
  • Analyse trends and present insights and recommendations to the Senior Management Team when required.
  • Lead on patient satisfaction feedback and implement improvement action plans.
  • Participate in the Quality Group, investigating incidents and cascading learning and improvement plans.
  • Work in partnership with the Quality team to ensure all sites meet CQC standards, striving for Outstanding across all five Key Lines of Enquiry.
  • Lead preparation for inspections, including mock inspections, ensuring teams are confident and well prepared.
• People Management
  • Lead, recruit, induct, and develop the Front of House and Concierge teams.
  • Ensure high service standards through regular training, clear expectations, and ongoing performance management.
  • Maintain appropriate staffing levels to meet demand and deliver an outstanding patient experience.
• Clinic Environment
  • Ensure every patient interaction reflects Fortius’ premium standards.
  • Oversee front‑of‑house activity to ensure patients are welcomed, escorted, checked in and out efficiently and professionally.
  • Monitor the clinic environment and escalate facilities issues promptly to ensure swift resolution.

About Fortius: Fortius Clinic is part of Affidea Group, Europe’s leading provider of advanced diagnostics, outpatient, and cancer care services. As the UK’s foremost private orthopaedic and sports injury group, Fortius brings together over 150 top specialists across multiple London-based facilities, including outpatient clinics, a surgical centre, and an inpatient unit for joint replacement surgery. Following its acquisition by Affidea, Fortius benefits from the scale, innovation, and clinical excellence of a network spanning over 330 clinics in 15 countries. This integration strengthens Fortius’ ability to deliver world-class musculoskeletal care, supported by Affidea’s expertise in diagnostic imaging and comprehensive healthcare services.