Client Experience & Onboarding Lead in Esher

The Client Onboarding & Projects Specialist plays a critical role within the Client Management function, ensuring new clients experience a smooth, accurate and professional transition into Healix’s Healthcare Trust and insured administration services. The post holder will coordinate all aspects of onboarding—documentation, operational setup, system readiness, MI configuration, communications, and internal alignment—acting as the central point of control for new client implementation. Alongside onboarding responsibilities, the role delivers a wide range of internal and client-facing projects. This includes reviewing and refining operational processes, supporting the development and launch of new products, enhancing MI reporting, improving the client and member experience, and collaborating with Marketing to evolve tools and communication materials. The Specialist will also support the Client Managers with ad‑hoc client requirements and short‑term initiatives requiring dedicated project support. Success in this role requires strong organisation, excellent communication, analytical ability, and a proactive approach to problem-solving. The post holder will work closely with Commercial, Operations, Clinical, Membership, Data & Pricing, Marketing and IT to ensure Healix’s service offering continues to evolve, improve and deliver exceptional value to clients. This role can be based in either our Bristol or Esher office.

Responsibilities

• Client Onboarding & Implementation Leadership
  • Lead the end‑to‑end onboarding process for new clients, acting as the central coordination point between the client and across internal departments.
  • Create and manage onboarding plans, ensuring all dependencies, deliverables and timelines are clearly defined and met.
  • Oversee scheme documentation creation, system setup, SOP alignment, member communications and operational readiness activities.
  • Coordinate membership data migration, MI setup, and testing of benefit configurations in partnership with Data & Pricing and Operations.
  • Ensure all scheme materials and communications are accurate, clear and aligned with Healix standards.
  • Provide onboarding progress updates to the wider Commercial Team and senior stakeholders.
  • Chair onboarding meetings and represent the operational perspective as required.
• Project Delivery & Process Improvement
  • Lead or contribute to internal process reviews, identifying improvements that enhance efficiency, accuracy and client experience.
  • Assist with the development and rollout of new products and partnerships, supporting specification, testing, documentation, and client launch planning.
  • Review and develop MI outputs to ensure reporting is clear, actionable and aligned to evolving client needs.
  • Participate in cross‑departmental working groups focused on operational development, digital tools, workflow optimisation and service enhancement.
  • Maintain structured project documentation, including plans, actions, risks and progress updates.
• Client & Member Experience Development
  • Work with Marketing and Client Management to enhance communication materials, toolkits and digital content used by clients and members.
  • Review client and member journeys to identify friction points and opportunities for service improvement.
  • Contribute to the design and testing of new communication templates, guides, and onboarding support resources.
  • Support the implementation of initiatives aimed at improving service clarity, user experience and brand consistency.
  • Attend business review meetings with Healix’s partners, support development, and communicate any updates or developments back into the Client Management Team.
• Ad‑Hoc Client Support & Operational Assistance
  • Support Client Managers with one‑off client requirements such as bespoke reporting, documentation updates, communication drafting and operational troubleshooting.
  • Assist with scheme change projects, renewals, and operational tasks during peak periods.
  • Provide additional coverage for operational workflows when required to support service continuity.
  • Escalate risks, emerging issues or client‑impacting concerns to the Client Support Manager promptly.

Person specification

• Strong organisational and project coordination skills, with the ability to manage multiple workstreams concurrently.
• Excellent written and verbal communication skills, including experience producing client‑ready material.
• High attention to detail with a commitment to accuracy across data, documentation and communications.
• Customer led and focussed approach.
• Confidence and ability to engage positively with clients, brokers and internal colleagues across all levels and departments.
• Ability to understand complex structures and processes and communicate these in a clear and concise way both internally and externally.
• Analytical mindset, capable of interpreting MI and identifying improvement opportunities.
• Proactive and solutions‑focused approach with an eagerness to take ownership of tasks.
• Comfortable working autonomously and prioritising effectively in a dynamic environment.
• Strong Microsoft Office skills (especially Excel and Word); familiarity with project tools or CRM systems an advantage.
• Understanding of healthcare trusts, PMI, membership processes or claims administration preferable.
• Ability to maintain confidentiality and adhere to governance and compliance standards.
• Commitment to maintaining confidentiality and complying with FCA, TCF, ISO27001 and data protection requirements.

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster.