Head of Patient Experience Leeds Office Based with Regular Travel 60,000 - 65,000 + Benefits We are working with a high-growth, multi-site healthcare business that is entering an exciting period of expansion. As the business continues to grow, we''re looking for an experienced Head of Patient Experience to take ownership of the customer journey and help establish consistently exceptional standards across the organisation. This is a newly created role and an excellent opportunity for a customer experience expert who wants to have genuine influence within an ambitious, fast-growing business. The Role You''ll be responsible for understanding what patients are experiencing, identifying where things aren''t working and, crucially, understanding why. Rather than simply managing complaints, you''ll use customer feedback, ratings, data and insight to identify root causes and implement solutions that create lasting improvements. You''ll develop clear patient experience profiles and standards, improve customer ratings and satisfaction, and ensure the business consistently delivers an exceptional experience as it continues to scale. A key part of the role will also be mystery shopping, using the findings to identify opportunities and drive improvements across the customer journey. Key Responsibilities Own and develop the overall patient experience strategy. Analyse customer feedback, reviews, ratings and complaints to identify trends and root causes. Develop patient experience ..... full job details .....