About Direct Medics
This year, we’re proud to celebrate our 25th anniversary, marking a quarter-century of placing healthcare professionals in locum roles across both the public and private sectors in the UK and Ireland. Our long-standing reputation speaks to the trust and reliability we’ve built within the healthcare sector.
The Role:
To design and lead the customer experience and service delivery strategy across the Direct Medics group — ensuring every customer journey is consistent, high quality, scalable, and aligned to commercial growth objectives. This role ensures strategic initiatives are translated into seamless delivery execution that builds long-term customer confidence, brand value, and operational excellence.
Key Responsibilities
Customer Experience Leadership
· Set the group-wide customer experience vision, standards, and design frameworks across all brands, markets, and service lines.
· Co-design and oversee journey mapping across divisions, identifying critical touchpoints, moments of truth, and value delivery opportunities.
· Oversee CX tools, CX systems, CRM systems, feedback loops, and experience metrics to drive continuous improvement.
· Ensure every customer journey is aligned with brand values, compliance requirements, Ensure alignment of customer journeys with brand values, regulatory compliance, contractual obligations, and commercial commitments.
· Act as voice of the customer at Board level, translating external market signals and customer feedback into actionable strategic insight.
Service Delivery & Market Execution
· Translate strategic market growth and expansion plans into fully operational delivery frameworks,.
· Work closely with Heads of Dept to co-design and implement scalable delivery plans that support growth.
· Oversee workforce planning, resourcing models, delivery structures, and service launch readiness across recruitment, education, training academy, managed services, and mental health.
· Lead internal coordination to ensure system readiness, compliance standards, cross-functional alignment, and delivery capability.
· Remove operational barriers to ensure smooth market entry, service launches, client onboarding, and ongoing delivery performance.
· Maintain oversight of service KPIs, compliance performance, and operational quality standards across all brands and divisions.
Leadership & Development
· Lead, coach, and develop team to build a high-performing senior leadership layer.
· Build leadership bench strength in customer experience, service delivery, and organisational capability to support expansion.
· Foster strong cross-functional collaboration and shared ownership of customer outcomes across the full organisation.
· Represent service and delivery considerations at Board level, contributing to long-term organisational design and capability planning.
· Build succession pipelines and leadership readiness for future Directors.
Essential Skills and Experience
· Demonstrable experience in driving customer success and delivering measurable CX improvements across a range of markets
· Experience in rapidly scaling high performance teams
· Experience in assessing, utilising and interpreting technology-based CX feedback systems (e.g. NPS, CSAT)
· Significant experience in service delivery
· Experience in assessing, implementing and maximising relevant technology including AI/Automation to improve operational efficiency
· Demonstrable experience in driving strategic business growth
Desirable Skills and Experience
· Experience managing international teams in APAC locations
· Experience working as part of a senior leadership team (Director level or above)
What We Offer:
- 32 days Annual leave (including 10 days bank holidays)
- Length of service increase (3, 5, 7 years resulting in an additional 6 days Annual Leave)
- Company Sick Pay
- Generous Maternity Pay
- Death in Service Benefit
- Nest Pension
- On-site parking
- Training and development programs
- Reduced corporate rate gym membership
- Employee Assistance Programs
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Register now on Connect!
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