Customer Experience Team Lead

Your goal is to build and lead a world-class patient experience team, ensuring our patients get seamless, high-quality support throughout their journey. You’ll be responsible for managing a team of agents, developing processes, and driving performance—making sure we’re delivering the best possible care while also operating efficiently. This is a rare opportunity to take ownership of a growing team and shape how we support patients at MANUAL and Voy. You’ll play a key role in optimising our operations, scaling the team effectively, and ensuring we’re always improving the experience we offer. You’re someone who thrives in a fast-moving environment, enjoys solving problems, and knows how to inspire and develop a team to deliver outstanding service. What you’ll do Managing a team of Patient Experience Specialists, setting clear expectations and driving performance Coaching and developing your team, ensuring every agent has the support and guidance to succeed Building a strong team culture grounded in end-to-end ownership and high personal standards — empowering every agent to take responsibility, uphold quality, and consistently deliver the best possible experience Identifying trends in patient contacts, feedback, and complaints—then leading initiatives to improve our processes Working closely with cross-functional teams (Product, Operations, Medical) to remove roadblocks and make it easier for patients to get the help they need Using data to track performance, set ambitious targets, and drive continuous improvement How you operate Think big - you're inspired by frighteningly ambitious solutions to big patient problems and your team’s problems, you approach them from first principles and you have the determination to clear hurdles to get there. Move fast - you set just the right pace, you collaborate well and you're a clear communicator that can quickly understand patient problems and develop long lasting, efficient solutions. Make it better - you think about the bigger picture, you have a growth mindset with yourself and others (including a healthy relationship with feedback), you're hard on problems not people and do whatever you can to help our patients and your team. What we need from you Previous leadership or team support experience in a fast-paced environment (e.g., healthtech) is a plus, but not essential. You’re passionate about coaching and developing people—you love seeing your team succeed You’re highly organised and comfortable balancing multiple priorities You’re comfortable using data to track performance and make informed decisions You have a “roll up your sleeves” attitude—if something needs fixing, you’re happy to get stuck in You’re excited about what we’re building at MANUAL and want to help shape the future of patient experience You can work from our London HQ London Bridge 3 days per week