Head of Clinical Customer Experience
With a growing international customer base and an expanding portfolio of advanced diagnostic technologies, the organisation is entering an important phase of development. The business is looking to establish a scalable, structured approach to customer onboarding, clinical training, customer engagement and long-term product adoption.

This is a newly created leadership position offering the opportunity to shape the entire post-sales customer journey, build a high-performing team and establish the processes, capabilities and infrastructure required to support continued international growth.

1. Develop and Lead Clinical Customer EducationBuild a structured and scalable customer education and onboarding strategy to accelerate adoption and ensure customers realise the full clinical value of the company's technology.
Design and implement comprehensive customer onboarding and ongoing education programmes, tailored to different customer profiles and levels of clinical expertise.
Develop and continuously improve blended learning programmes, combining on-site training, e-learning, workshops, masterclasses and practical clinical sessions.
Introduce innovative educational formats and partnerships with academic institutions and clinical centres.
Develop training materials and educational resources to support the effective adoption of AI-enabled clinical decision-support solutions.
Optimise the use of digital learning platforms, improving engagement, learning completion and measurable training outcomes.
2. Drive Customer Success and Clinical Adoption
Own the strategy for customer engagement, adoption and long-term success across the installed customer base.
Define customer success frameworks, adoption criteria and KPIs across different customer segments.
Monitor customer engagement, usage patterns and clinical adoption to identify opportunities, challenges and areas requiring intervention.
Develop targeted customer success plans to improve utilisation, satisfaction and long-term value.
Establish structured mechanisms for gathering, analysing and communicating customer feedback to internal stakeholders.
Work closely with product and R&D teams to translate clinical user feedback into product improvements, with particular focus on AI-enabled solutions.
Support customers in demonstrating the real-world clinical value of the technology through clinical evidence generation, publications, scientific presentations and professional events.
3. Build and Scale the Customer Experience OrganisationEstablish the organisational structure, processes and capabilities required to deliver an exceptional and consistent customer experience at scale.
Build, lead and develop a high-performing international Customer Experience team with strong clinical expertise and a customer-centric mindset.
Define the overall Customer Experience strategy, operating model and organisational structure.
Establish standardised processes across onboarding, training, customer engagement, adoption monitoring and ongoing support.
Implement appropriate tools, systems and dashboards to monitor customer experience, training performance and adoption metrics.
Develop reporting frameworks to provide visibility into customer health, engagement and the overall performance of the installed base.
Strengthen collaboration and information flows between Clinical, Sales, Service, Marketing and Product Development teams.
Drive continuous improvement and organisational scalability as the business expands into new international markets.
Candidate Profile
You will bring approximately 7–10 years of experience in Customer Success, Customer Experience, Clinical Education, Customer Enablement or a comparable leadership function.Experience within medical technology, healthcare technology, capital equipment or the pharmaceutical industry would be highly advantageous.
Proven experience building and scaling customer-facing functions in a growing organisation.
Experience working with clinical professionals, physicians, hospitals or healthcare institutions.
Strong background in designing and implementing customer training and education programmes.
Experience defining and monitoring customer success, engagement and adoption KPIs.
Strong analytical capabilities, including performance reporting and data-driven decision-making.
Experience developing structured customer feedback processes and translating insights into product improvements.
Demonstrated people management experience, ideally within international or multidisciplinary teams.
An understanding of clinical workflows and healthcare environments.