Head of Patient Experience in Winnersh

The Head of Patient Experience will play a pivotal role in shaping how patients experience Montu and Alternaleaf at every touchpoint. This role owns and leads the operational and administrative heartbeat of the Patient Experience function, bringing together pharmacy and clinic support, patient engagement, and overseas support teams into one high-performing, patient-obsessed operation.

With accountability for service delivery, operational excellence, and regulatory compliance, the role ensures patients receive a seamless, compassionate, and consistently high-quality experience regardless of channel, location, or complexity. As a senior leader, the Head of Patient Experience will build, develop, and inspire a skilled workforce, embedding clear processes, strong governance, and a culture of accountability, collaboration, and continuous improvement.

Working cross-functionally with clinical, product, people, and technology teams, this role is instrumental in scaling patient services in line with rapid organisational growth. It blends strategic thinking with hands-on leadership, balancing innovation with compliance, and always keeping the patient experience at the centre of every decision.

What will you be doing?

• Provide strategic and operational leadership to the patient experience team.
• Ensure all staff are effectively onboarded, trained, and supported in their roles.
• Foster a culture of collaboration, accountability, and continuous improvement among staff.
• Oversee scheduling, workload distribution, and resource allocation to ensure efficient service delivery.
• Oversee support staff dealing with internal tasks & queries.
• Implement and manage policies, processes, and workflows for patient experience.
• Collaborate with HR for recruitment, performance evaluations, and talent management of the team.
• Develop and monitor quality assurance metrics to maintain high standards of patient care.
• Oversee incident reporting, investigations, and resolution of non-clinical issues.
• Implement and monitor compliance protocols, including documentation and record-keeping practices required by regulatory bodies.
• Oversee departmental KPIs, ensuring high patient satisfaction metrics are maintained at all times.
• Flag operational challenges to appropriate team members and work collaboratively to find and implement resolutions.
• Work closely with other departments (e.g., product development, clinical, and IT) to optimize performance and service delivery.
• Act as the primary point of contact for resolving concerns raised by patient experience staff.
• Identify and implement opportunities for process improvement and innovation in telemedicine services.
• Stay informed of industry trends and integrate best practices into the organization.
• Contribute to the scaling of operations in alignment with the company's growth goals.
• Support with staff development and onboarding for onsite, hybrid and remote roles.
• Manage all operational queries related to the practice and liaise with other department heads on a timely outcome.
• Plan and manage events and company events onsite and offsite.

What do you need?

• Minimum of 7 years of experience in healthcare operations, with at least 3 years in a leadership role.
• Strong understanding of telemedicine platforms and digital healthcare services.
• Proven experience in operational management, process improvement, and compliance.
• Exceptional communication, organizational, and problem-solving skills.
• Ability to thrive in a fast-paced, start-up environment.

What we offer

• Competitive salary
• 25 days holiday (rising to 27 after one year and 30 after two years) + bank holidays
• 5% matched pension
• Cycle-to-work scheme
• Opportunities for development and growth
• A dynamic and supportive work environment

About Montu

Montu UK is a leading digital health company specialising in cannabis-based medicines (CBPM). We are committed to transforming lives by improving access to safe, effective treatments and offering an exceptional standard of care. Our dynamic and supportive work environment is the perfect place for you to grow professionally while making a meaningful impact on patients' lives.