Head of Patient Experience

📆 Full time, permanent
🌍 UK, Remote
💰 £80k-£85K

Why Hertility?

Hertility Health is transforming women’s health, putting fertility and reproductive care at the forefront of conversation and care. We’re a CQC-approved provider offering at-home hormone health, fertility testing, and end-to-end clinical support. 🚀

Our mission is powerful yet simple: to give women the tools they need to manage their health from menstruation through menopause, with expert support every step of the way. ❤️

Why You’ll Love This Role

As our Head of Patient Experience you’ll play an integral role in our growing company. We’re seeking a talented and versatile person to join our senior team and work with the clinical and operations team to lead the strategy and delivery of patient centred care, driving improvements in clinical quality, operational efficiency and satisfaction.

In this role, you’ll scale patient services through innovation and cross functional leadership.. If you’re passionate about making a difference in women’s health, this role is for you! 🌸

What You’ll Be Doing 🌟

Strategic Leadership

• Define and implement the patient experience strategy across digital and physical healthcare services.
• Create, maintain and optimise patient pathways.
• Partner with Senior leadership to align patient experience initiatives with organisational growth and clinical excellence goals.
• Lead and develop a multidisciplinary team across clinical services, operations, and customer service.

Operational Excellence & Healthcare Delivery

• Continuously improve care pathways to enhance efficiency, accessibility, and quality of patient outcomes.
• Standardise and optimise processes to support scalable service delivery.
• Ensure adherence to healthcare regulatory standards and compliance requirements.
• Develop and maintain strong relationships with external clinical and operational partners.

Patient Centred Care & Innovation

• Champion patient first principles across all areas of the organisation.
• Use patient feedback and data insights to drive service innovation and quality improvement.
• Leverage digital platforms and emerging technologies to enhance care delivery and engagement.
• Lead cross functional initiatives to integrate patient experience with product, clinical, and operational teams.

Stakeholder & Partnership Management

• Manage high level negotiations and partnerships with third party providers.
• Communicate effectively with internal and external stakeholders, ensuring transparency and trust.
• Act as the voice of the patient at senior leadership and strategic decision making forums.

What We’re Looking For 🎯

You’ll thrive if you’re passionate about fertility and reproductive health and bring:

• Proven leadership experience in healthcare or digital health, with a focus on patient experience or service delivery.
• Experience in both digital and physical healthcare environments, ideally within women’s health or reproductive healthcare.
• Strong understanding of patient centred care principles and healthcare operational excellence.
• Demonstrated ability to scale and improve patient care pathways in fast paced settings.
• Skilled in managing multidisciplinary teams and driving cross functional strategic initiatives.
• Excellent stakeholder management and negotiation skills with external providers.
• Exceptional problem solving, organisational, and communication abilities.
• Strong data literacy and ability to use patient data to inform decisions.
• Familiarity with healthcare regulations and compliance standards.

• Experience in commercial and technological aspects of healthcare delivery (e.g., telemedicine, digital health platforms).
• Track record of delivering innovative patient experience solutions.
• Knowledge of healthcare trends, emerging digital tools, and patient engagement strategies.

Your Team 💪🏼

You will be working and reporting directly to our COO - Natalie Getreu. You'll be line manager our Clinical Services Manager - Emily Moreton, our Customer Experience Manager - Amara Patel, Bríd Ní Dhonnabháin our Clinical Operations Manager and Martha Barron our Operations Associate. You’ll also work closely with their teams, our operations team and our quality and regs team as well as the senior team, our Founders and across our whole business.

Our Culture & Values 🌈
At Hertility, we’re all about ovary-acting with purpose! We believe in a world where every womb has access to the healthcare it needs. We’re bold, focused, dependable and proud - lifting each other up, working with heart and staying true to our mission.💪

Flexibility in this Role

We are looking for someone to work with us full time (40 hours per week) however we are happy to discuss any flexible working requests.

Ready to Apply? 📅

• Apply by: Tuesday 6 September 2025
• Interviews Begin: from Monday 1st September 2025

Interview Process:

1. Initial Phone Interview
   A 15-minute conversation with a member of our Talent Team to get to know you better and answer any initial questions.
2. Competency Based Interview
   A structured interview with Natalie Getreu, our Chief Operating Officer, focusing on your experience and key competencies relevant to the role.
3. Discussion with your team

A discussion with your new team - Amara Patel (Customer Experience Manager), Emily Moreton (Clinical Services Manager) and Martha Barron (Operations Associate), focussing on your ways of working and work experience.

4. Final Interview

A final stage 15-minute conversation with Dr Helen O’Neill, our Co-Founder and CEO.

Start Date: As soon as possible

If you’re excited to be part of a team that’s redefining women’s health, apply now! We can’t wait to meet you. 🎉

🌴 36 Days of Paid Leave: Includes public holidays, plus discretionary additional time off between Christmas and New Year. This is pro-rated if you’re not full time.

💻 Company Laptop: The tech you need to succeed!

🏠 Remote First: Work from anywhere with the flexibility to do what matters most to you.

🕒 Flexible Working Hours: 40 hours per week, with the freedom to choose your start and finish times. We trust our team to manage their schedules and deliver great results.

💼 Pension Scheme: 5% employer contribution salary sacrifice pension with a 5% employee match.

💆 Mental Health Support: In house counselling available anytime.

🩺 Free Hertility Services: Complimentary hormone and fertility tests for you, plus discounts for friends and family.

👶 Enhanced Parental Leave & First-Time Parents Benefits: Support through all stages of family life.

🩸 Menstrual Leave: Time to rest and restore when your body’s rhythms change.

💰 Financial Advisor Access: Get guidance on financial planning.

🏖 Work from Anywhere: Embrace true flexibility with the option to work from anywhere in the world (however, must have the right to work in the UK)

🌍 We’re Here to Support You

At Hertility, we want every candidate to feel comfortable and confident throughout the hiring process 💛. If you need any adjustments, whether that’s interview timings, communication preferences, or accessibility support, just drop us a line. Let us know how we can help! 😊

🤝 Diversity & Inclusion

Just like the diversity in every cell, Hertility thrives on a range of perspectives and experiences. We’re proud to be an equal opportunity employer and celebrate the unique contributions each team member brings to our work. 🌍