Head of Customer Experience

Company description:

B. Braun Melsungen AG

Job description:

At B. Braun UK, we are committed to advancing healthcare and improving patient lives. As a leader in healthcare solutions, we are seeking a passionate customer experience professional to join our dynamic Operations Leadership team. If you are ready to make a significant impact and drive excellence, we want to hear from you!

Location: Sheffield (Hybrid: Office and home working, with a minimum of 3 days a week in our Head Office, Sheffield, S35 2PW for full-time employees)

Reports to: Operations Director

Your Role:
In this newly created position, you will drive the strategic direction and performance of our Customer Experience structure, ensuring agility and a customer-centric culture in a constantly evolving landscape.

Key Responsibilities:

• Leadership: Inspire, motivate and drive the teams, leveraging their skills, strengths and diversity to forge and embed a high performance culture whilst utilising peer leadership skills to ensure strong connections with wider business strategies.
• Direction and Collaboration: Develop strategies to enhance customer satisfaction and support business growth. Collaborate with senior leaders within our Sales, Marketing, and Supply Chain teams.
• Stakeholders: Build and leverage strong relationships with clients, government agencies, healthcare providers, and national patient bodies.
• Continuous Improvement: Develop and embed KPIs, and the use of data to establish a culture of continuous improvement, embracing progressive technologies to ensure maximum agility, efficiency, and customer satisfaction.

What You Need to Succeed:

• Extensive experience in a senior customer excellence/ experience/ service role, preferably in healthcare.
• Ability to identify inefficiencies and formulate solutions, managing change programmes and projects.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in customer service software and customer relationship management systems.
• Highly motivated, capable of driving change and achieving high performance within an inclusive environment.

What you get in return:

• An electric or hybrid company car
• 27 days annual leave plus bank holidays
• Discretionary annual bonus scheme
• 7% employer pension contribution
• 3x Salary life assurance
• Group income protection scheme
• Enhanced sick pay and family friendly payments
• Private medical insurance
• Health an wellbeing programme
• Employee assistance programme
• And much more…

At B. Braun, we believe that diversity drives innovation and excellence. We are committed to fostering an inclusive environment where everyone - regardless of background, identity, or ability - feels valued, respected and empowered.

Our recruitment practices reflect this commitment, ensuring equal opportunities for all. Our Recruitment Advisors are happy to support you with any questions or specific needs, you can find their contact details below. You can also request reasonable adjustments through our online form.