Patient Experience Lead

Job overview

This is a high-impact leadership role at the heart of women’s health, shaping how care is experienced by women, families and staff. As Patient Experience Lead, you will influence culture, drive meaningful improvement, and ensure that every voice -especially those less often heard -translates into safer, more responsive care. You’ll need credibility, emotional intelligence and the confidence to navigate complex, sometimes challenging situations, bringing together clinical teams, senior leaders and service users to deliver real change. This is not a passive role, it requires someone who can think critically, act decisively and lead with both compassion and accountability. In return, you’ll join a forward-thinking, values-driven organisation where your work directly impacts quality, safety and equity at scale. If you’re motivated by making systems better, not just managing them, and want to lead work that genuinely improves outcomes and experiences, this is a role where you can make your mark.

Main duties of the job

You will lead and coordinate patient experience, complaints and governance activity across women’s health and the perinatal service, translating feedback, incidents and data into clear, actionable improvements. Working at pace across multiple services, you will manage complex concerns, oversee investigations and produce high-quality reports for senior forums, including Board-level meetings. The role requires a clinical with strong analytical skills, sound clinical judgement and the ability to influence across multidisciplinary teams. You will work closely with clinical and corporate colleagues to identify themes, track performance and ensure learning is embedded into practice. You will also support quality improvement, contribute to audit and guideline development, and help maintain a culture of openness, accountability and continuous learning. This role suits someone organised, resilient and confident in handling sensitive situations, who can balance competing priorities while maintaining a clear focus on improving care and experience.

Detailed job description and main responsibilities

For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.

Come and be a part of the best NHS trust in England to work for, according to our staff*

* UCLH top trust to work at in England - In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England – for the third year in a row.

UCLH recognises the benefits of flexible working for staff – To find out more, visit: Flexible working.

To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?