At a Glance
- Tasks: Drive real change in patient experiences through hands-on improvement initiatives.
- Company: Fast-growing healthtech company focused on operational excellence.
- Benefits: Competitive salary, generous holiday, pension scheme, and cycle-to-work options.
- Other info: Hybrid role with opportunities for travel and professional growth.
- Why this job: Make a tangible impact on patient journeys in a dynamic, start-up environment.
- Qualifications: Lean Six Sigma experience and strong stakeholder management skills required.
The predicted salary is between 40000 - 50000 € per year.
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 and 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).
- Facilitate workshops to align stakeholders on current state, future state, and implementation actions.
- Coordinate delivery across cross-functional teams, keeping momentum in a fast-paced, changing environment.
- Track and report on outcomes to ensure changes improve patient experience, efficiency, and quality.
- Identify risks, blockers, and dependencies early and escalate pragmatically, whilst remaining solution-oriented.
- Drive standardisation and right-first-time ways of working across operational teams.
- Use data, customer feedback, and complaints insights to prioritise and shape improvements.
- Support change adoption through training, communication, and ongoing feedback loops.
- Act as a versatile problem-solver, able to get stuck into any type of business improvement as priorities shift.
- Operate with an agile, “get things done” start-up mindset, adapting quickly and prioritising delivery over perfection.
- Define success measures of initiatives at the outset and use these to validate success/control once delivered.
- Ensure all changes are compliant with relevant clinical/pharmaceutical regulation and other internal governance requirements.
Qualifications, skills and experience:
- Lean Six Sigma Green Belt (or equivalent) with strong process mapping experience (e.g. BPMN 2.0).
- Proven experience implementing operational or customer journey improvements in fast-paced highly-regulated environments.
- Demonstrable ability to move quickly from analysis to action and deliver tangible change.
- Solid stakeholder management and facilitation skills across cross-functional teams.
- Experience supporting project delivery or working within structured and semi-structured project environments.
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
- Enhanced Maternity
End-to-End Patient Experience Optimizer in Wokingham employer: Montu UK
Join a dynamic healthtech company that prioritises meaningful change in patient experiences. With a strong focus on employee growth, we offer a competitive salary, generous holiday allowance, and a supportive work culture that encourages innovation and collaboration. Our hybrid working model allows for flexibility while being part of a passionate team dedicated to making a real impact in the healthcare sector.
StudySmarter Expert Advice🤫
We think this is how you could land End-to-End Patient Experience Optimizer in Wokingham
✨Tip Number 1
Network like a pro! Reach out to people in the healthtech space, especially those who work in patient experience. A casual chat can lead to opportunities you won’t find on job boards.
✨Tip Number 2
Show off your skills! Prepare a portfolio that highlights your past projects and improvements you've made. This is your chance to demonstrate how you’ve turned ideas into real change.
✨Tip Number 3
Be ready to adapt! In a fast-paced environment, things can change quickly. Show that you’re flexible and can pivot your approach based on what’s needed at the moment.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our team.
We think you need these skills to ace End-to-End Patient Experience Optimizer in Wokingham
Some tips for your application 🫡
Show Your Passion for Improvement:When you're writing your application, let your enthusiasm for enhancing patient experiences shine through. We want to see how you can turn ideas into action and make a real difference in the healthtech space.
Be Specific About Your Experience:Don’t just list your skills; give us examples of how you've used Lean Six Sigma tools or improved customer journeys in previous roles. We love seeing concrete results and how you’ve tackled challenges head-on.
Keep It Clear and Concise:We appreciate straightforward communication. Make sure your application is easy to read and gets straight to the point. Highlight your key achievements and how they relate to the role without fluff.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Montu UK
✨Know Your Patient Journey
Before the interview, dive deep into understanding the end-to-end patient journey. Familiarise yourself with common friction points and think about how you would address them. This will show your potential employer that you're not just knowledgeable but also proactive in thinking about real-world applications.
✨Lean Six Sigma Savvy
Brush up on your Lean Six Sigma principles and be ready to discuss how you've applied them in past roles. Prepare specific examples where you've used these tools to drive improvements. This will demonstrate your hands-on experience and ability to deliver tangible change in a fast-paced environment.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss challenges you've faced in previous roles and how you tackled them. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will highlight your versatility as a problem-solver and your ability to adapt quickly to changing priorities.
✨Engage with Stakeholders
Think about how you would facilitate workshops or engage with cross-functional teams. Be ready to share examples of how you've successfully managed stakeholder relationships in the past. This will illustrate your strong communication skills and your ability to align diverse teams towards common goals.
