CX Lead - MedTech

A MedTech business is seeking a CX Lead to assess their current customer journey.

You will be responsible for ensuring that customers receive clear communication and aftercare after engaging with the business.

Responsibilities:

• Analyse key customer experience metrics, such as cancellation rates, contact rate, NPS, Trustpilot and provide analysis of trends and route cause.
• Work with Data & Analytics team to lead on customer feedback collection across different customer touch points.
• Provide a prioritised roadmap of initiatives to prioritise that will positively impact our key customer metrics.
• Design proactive outreach programs to drive retention and customer outcomes, whether automated via CRM or through personalised support.

Requirements:

• Proven experience in customer experience (CX) or customer journey optimization roles, ideally within a health or pharma retailer.
• Strong ability to map and analyze customer journeys, identifying key touchpoints and areas for improvement.
• Knowledge of CRM systems and experience in multi-channel communication strategies (email, SMS, chat, etc.).
• Ability to conduct competitor analysis and benchmark customer service standards.
• Track record of improving customer retention, NPS (Net Promoter Score), and overall customer satisfaction.
• Strong analytical skills with experience in using data to inform decision-making and strategy.
• Proactive mindset with a passion for creating personalized, high-quality customer experiences.

Details:

• Start date: ASAP
• Duration: 3 months with potential to extend
• Location: Hybrid, 2 days a week in London office
• Day rate: £500 - £800 dependent on experience.