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Group Director of Patient & Brand Experience

Active Care Group -
Remote

Quick apply

Job details

Full-time
11 days ago

Qualifications

Hospitality
Customer service
Business development
Analysis skills
Leadership

Full job description

Creating the UK's Most Exceptional Neurorehabilitation Experience

We're looking for a Group Director of Patient & Brand Experience to join Active Neuro and lead one of the most ambitious patient experience transformations in UK healthcare.

This isn't a traditional healthcare leadership role.

We're searching for someone obsessed with customer experience. Someone who notices the little things. Someone who understands that exceptional experiences are created through every interaction, every environment, every communication and every touchpoint.

Active Neuro is one of the UK's leading providers of specialist neurological rehabilitation and complex care services. As the business continues to grow, we are committed not only to delivering outstanding clinical outcomes, but also to creating a world-class experience for every patient, family member, referrer and stakeholder who engages with our services.

We believe that exceptional care extends beyond clinical excellence. It is reflected in every interaction, every environment, every communication and every moment that shapes the patient journey.

To support this ambition, we are seeking an exceptional leader to join the business as Group Director of Patient & Brand Experience.

This is a highly visible role reporting directly to the Managing Director and will be responsible for defining, embedding and continually elevating the Active Neuro experience across every site and every touchpoint.

What you'll be working:

Working Monday - Friday
37.5 hours per week

Role Purpose:

The Group Director of Patient & Brand Experience will act as the custodian of the Active Neuro customer journey, ensuring that every interaction reflects the organisation's commitment to excellence, compassion, professionalism and innovation.

The successful candidate will demonstrate genuine customer obsession and possess an exceptional understanding of how service excellence is created, measured and sustained.

They will evaluate, design and continuously improve every aspect of the patient, family and referrer journey from first enquiry through admission, rehabilitation, discharge and beyond ensuring a seamless and consistent experience across all Active Neuro locations.

The role will also serve as the guardian of the Active Neuro brand, ensuring that all physical environments, communications, service standards and customer interactions consistently align with the organisation's brand values, positioning and strategic direction.

Through extensive site presence and regular travel, the Director will ensure that every Active Neuro location operates as a seamless orchestration of exceptional patient experience, premium hospitality and clinical excellence.

What you'll have:

We are seeking an exceptional customer experience leader with a proven track record of creating and sustaining premium service environments.

The successful candidate will demonstrate:

Significant senior leadership experience in customer experience, hospitality, luxury service, retail or brand experience environments.
A genuine and demonstrable obsession with customer experience.
Expertise in customer journey mapping, service design and experience transformation.
Experience operating across multiple sites and geographically dispersed teams.
Strong brand stewardship and experience maintaining rigorous standards across a portfolio of locations.
A keen eye for detail and an unwavering commitment to excellence.
Exceptional stakeholder engagement and influencing skills.
Strong analytical capability with experience using customer insight and feedback to drive improvement.
The ability to balance strategic leadership with operational execution.
An understanding of business development and its relationship to brand expansion and customer experience.

Experience in healthcare is advantageous but not essential. We are particularly interested in candidates who can bring world-class service thinking from hospitality, luxury brands, premium customer service organisations or other experience-led sectors.

Why This Role Matters

Active Neuro has established an outstanding reputation for clinical excellence. The next phase of growth requires an equally exceptional and differentiated customer experience.

This role will shape how patients, families, referrers and partners experience Active Neuro at every stage of their journey. It will establish a distinctive service culture, create consistency across the portfolio and ensure that every Active Neuro site delivers an experience that matches the quality of the care provided.

For the right individual, this is a unique opportunity to define and lead one of the most ambitious patient experience transformations in UK healthcare and become an brand guardian of a truly amazing brand and exceptional services.

Quick apply

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luxury travel jobs in remote

Group Director of Patient & Brand Experience

Private Travel Designers (Travel Agent)

Customer Experience Specialist

Sales Collaborator Home-Based

Home-Based Sales Collaborator

Global Head of Guest Experience

Senior Product Designer

Technical manager

Global Accounts Success Manager

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