Cx Lead - Medtech

A MedTech business is seeking a CX Lead to assess their current customer journey.
You will be responsible for ensuring that customers receive clear communication and aftercare after engaging with the business.
Responsibilities: Analyse key customer experience metrics, such as cancellation rates, contact rate, NPS, Trustpilot and provide analysis of trends and route cause.
Work with Data & Analytics team to lead on customer feedback collection across different customer touch points.
Provide a prioritised roadmap of initiatives to prioritise that will positively impact our key customer metrics.
Design proactive outreach programs to drive retention and customer outcomes, whether automated via CRM or through personalised support.
Requirements: Proven experience in customer experience (CX) or customer journey optimization roles, ideally within a health or pharma retailer.
Strong ability to map and analyze customer journeys, identifying key touchpoints and areas for improvement.
Knowledge of CRM systems and experience in multi-channel communication strategies (email, SMS, chat, etc.).
Ability to conduct competitor analysis and benchmark customer service standards.
Track record of improving customer retention, NPS (Net Promoter Score), and overall customer satisfaction.
Strong analytical skills with experience in using data to inform decision-making and strategy.
Proactive mindset with a passion for creating personalized, high-quality customer experiences.
Details: Start date: ASAP Duration: 3 months with potential to extend Location: Hybrid, 2 days a week in London office Day rate: £500 - £800 dependent on experience.