Senior Consultant, Customer Experience (Healthcare)

TL;DR

Senior Consultant, Customer Experience (Healthcare): Leading the development of patient journeys and experience frameworks to inform healthcare strategy with an accent on service design, systems thinking, and human-centered insights. Focus on translating complex data into actionable experience models that drive decision-making across advisory, medical, and marketing contexts.

Location: Must be based in the UK (Hybrid in London or remote).

Company

hirify.global is a purpose-driven healthcare advisory firm dedicated to improving patient outcomes through integrated experience, medical, and marketing capabilities.

What you will do

• Develop end-to-end patient journeys, including identifying Moments that Matter and unmet needs.
• Apply service design principles to connect patient experiences with healthcare systems and stakeholders.
• Produce high-quality CX artifacts such as personas, journey maps, and service blueprints.
• Partner with research teams to synthesize findings into strategic experience priorities.
• Lead CX workstreams and facilitate workshops with senior client stakeholders.
• Mentor junior consultants and support business development through experience-led proposals.

Requirements

• Strong experience in CX, UX, or service design within healthcare or life sciences.
• Demonstrated expertise in patient journey development and experience mapping.
• Experience working in consulting, agency, or advisory settings.
• Strong synthesis, storytelling, and facilitation skills.
• Collaborative mindset with a high bar for quality.
• Must be based in the UK.

Culture & Benefits

• Flexible hybrid working arrangements with global mobility opportunities.
• Comprehensive benefits including 7% pension contribution, life insurance, and private medical insurance.
• 25 days of annual leave plus well-being days and gifted end-of-year holidays.
• Enhanced family leave and fertility support policies.
• Access to thousands of on-demand training sessions and professional development resources.
• Inclusive culture with active Employee Network Groups.