Customer Journey Improvement Specialist (Healthtech)

TL;DR

Customer Journey Improvement Specialist (Healthtech): Implementing projects to improve the end-to-end patient journey in a fast-growing, highly regulated healthtech environment with an accent on mapping processes, fixing friction points, and embedding new ways of working. Focus on driving change, ensuring solutions are practical, and improving patient experience, efficiency, and quality.

Location: Hybrid will require travel to our HQ in Winnersh, Wokingham.

Salary: £55K – £62.5K

Company

hirify.global UK is a leading digital health company specialising in cannabis-based medicines (CBPM).

What you will do

• Deliver improvement initiatives end-to-end, from problem definition through to implementation and measurable outcomes.
• Map, analyse, and improve end-to-end patient journeys, identifying sludge and friction, process defects, and root causes.
• 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.
• Track and report on outcomes to ensure changes improve patient experience, efficiency, and quality.
• Support change adoption through training, communication, and ongoing feedback loops.

Requirements

• 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 a 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.

Culture & Benefits

• 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 & Paternity Leave.
• Opportunities for development and growth.