Direct of Customer Experience & Service Delivery - #1780501

About Direct Medics

This year, we’re proud to celebrate our 25th anniversary, marking a quarter-century of placing healthcare professionals in locum roles across both the public and private sectors in the UK and Ireland. Our long-standing reputation speaks to the trust and reliability we’ve built within the healthcare sector.

The Role

To design and lead the customer experience and service delivery strategy across the Direct Medics group — ensuring every customer journey is consistent, high quality, scalable, and aligned to commercial growth objectives. This role ensures strategic initiatives are translated into seamless delivery execution that builds long-term customer confidence, brand value, and operational excellence.

Key Responsibilities

Customer Experience Leadership

• Set the group-wide customer experience vision, standards, and design frameworks across all brands, markets, and service lines.
• Co-design and oversee journey mapping across divisions, identifying critical touchpoints, moments of truth, and value delivery opportunities.
• Oversee CX tools, CX systems, CRM systems, feedback loops, and experience metrics to drive continuous improvement.
• Ensure every customer journey is aligned with brand values, compliance requirements, Ensure alignment of customer journeys with brand values, regulatory compliance, contractual obligations, and commercial commitments.
• Act as voice of the customer at Board level, translating external market signals and customer feedback into actionable strategic insight.
  
  

Service Delivery & Market Execution

• Translate strategic market growth and expansion plans into fully operational delivery frameworks,.
• Work closely with Heads of Dept to co-design and implement scalable delivery plans that support growth.
• Oversee workforce planning, resourcing models, delivery structures, and service launch readiness across recruitment, education, training academy, managed services, and mental health.
• Lead internal coordination to ensure system readiness, compliance standards, cross-functional alignment, and delivery capability.
• Remove operational barriers to ensure smooth market entry, service launches, client onboarding, and ongoing delivery performance.
• Maintain oversight of service KPIs, compliance performance, and operational quality standards across all brands and divisions.
  
  

Leadership & Development

• Lead, coach, and develop team to build a high-performing senior leadership layer.
• Build leadership bench strength in customer experience, service delivery, and organisational capability to support expansion.
• Foster strong cross-functional collaboration and shared ownership of customer outcomes across the full organisation.
• Represent service and delivery considerations at Board level, contributing to long-term organisational design and capability planning.
• Build succession pipelines and leadership readiness for future Directors.
  
  

Essential Skills And Experience

• Demonstrable experience in driving customer success and delivering measurable CX improvements across a range of markets
• Experience in rapidly scaling high performance teams
• Experience in assessing, utilising and interpreting technology-based CX feedback systems (e.g. NPS, CSAT)
• Significant experience in service delivery
• Experience in assessing, implementing and maximising relevant technology including AI/Automation to improve operational efficiency
• Demonstrable experience in driving strategic business growth
  
  

Desirable Skills And Experience

• Experience managing international teams in APAC locations
• Experience working as part of a senior leadership team (Director level or above)
  
  

What We Offer

• 32 days Annual leave (including 10 days bank holidays)
• Length of service increase (3, 5, 7 years resulting in an additional 6 days Annual Leave)
• Company Sick Pay
• Generous Maternity Pay
• Death in Service Benefit
• Nest Pension
• On-site parking
• Training and development programs
• Reduced corporate rate gym membership
• Employee Assistance Programs
  
  

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