Avalerehealth3mo ago

Senior Consultant, Customer Experience (CX)

London,LondonPermanent/full-timesenior

Customer SuccessCustomer Experience

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Quick Summary

Overview

About Avalere Health United by one profound purpose: to reach EVERY PATIENT POSSIBLE. At Avalere Health, we ensure every patient is identified, treated, supported, and cared for. Equally.

Key Responsibilities

1. Lead Patient Journey & Experience Workstreams Develop end-to-end patient journeys (current and future state), including Moments that Matter, unmet needs, and opportunity areas.

Technical Tools

Customer SuccessCustomer Experience

About Avalere Health

United by one profound purpose: to reach EVERY PATIENT POSSIBLE. At Avalere Health, we ensure every patient is identified, treated, supported, and cared for. Equally. Our Advisory, Medical, and Marketing teams come together – powerfully and intentionally – to forge unconventional connections, building a future where healthcare is not a barrier and no patient is left behind.

Achieving our mission starts with providing enriching, purpose-driven careers for our team that empower them to make a tangible impact on patient lives. We are committed to creating a culture where our employees are empowered to bring their whole selves to work and tap into the power of diverse backgrounds and skillsets to play a part in making a difference for every patient, everywhere.

Our flexible approach to working allows our global teams to decide where they want to work, whether in-office or at home based on team and client need. Major city hubs in London, Manchester, Washington, D.C., and New York, and smaller offices globally, serve as collaboration hubs allowing our teams to come together when it matters. Homeworkers are equally supported, with dedicated social opportunities and resources.

Our inclusive culture is at the heart of everything we do. We proudly support our employees in bringing their whole selves to work with our six Employee Network Groups – Diverse Ability, Family, Gender, LGBTQ+, Mental Health, and Race/Ethnicity. These groups provide opportunities to promote diversity, equity, and inclusion and to connect, learn, and socialise through regular meetings and programs of activity. We are an accredited Fertility Friendly employer with our Fertility Policy, enhanced parental leave, and culture of flexibility ensuring every employee feels supported across their family planning journey and can work in a way that suits their family’s needs.

We are deeply invested in supporting professional growth for our employees through day-to-day career experiences, access to thousands of on-demand training sessions, regular career conversations, and the opportunity for global, cross-capability career moves.

We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse. If you'd like to apply and need adjustments made, you can let us know in your application.

Location: UK, hybrid (London) or remote

About SenseLab

SenseLab is Avalere Health’s integrated experience and insights capability, focused on understanding and improving the real-world experiences of patients, caregivers, healthcare professionals, and healthcare systems.

We combine primary market research, patient journey development, UX and CX mapping, service design, and behavioral insights to move clients from fragmented data to clear, actionable direction, identifying the moments that matter, the behaviors driving outcomes, and the system-level levers for change.

SenseLab works across Advisory, Medical, and Marketing to deliver human-centered, scalable experience frameworks that inform strategy, decision-making, and execution across the product lifecycle.

About The Role

The Senior Consultant, CX plays a critical role in SenseLab’s mission to embed human-centered experience thinking into healthcare strategy and decision-making.

This role exists to lead the development of patient journeys and experience frameworks that move beyond documentation toward action: helping clients understand patients, caregivers, and systems in ways that directly inform strategy, design, and activation.

You will operate at the intersection of patient insight, CX/UX thinking, and service design, owning defined workstreams while contributing to larger, multi-disciplinary engagements.

What You'll Do

Develop end-to-end patient journeys (current and future state), including Moments that Matter, unmet needs, and opportunity areas.
Apply service design principles to connect patient experience with stakeholders, systems, and enablers.
Translate complex insight into clear, decision-ready experience models.

Produce high-quality CX artefacts, including:

Patient and caregiver personas / behavioral profiles
Journey maps and experience principles
Service blueprints and ecosystem maps

Ensure outputs are strategic, modular, and reusable, aligned to SenseLab standards.

Partner with research and insight colleagues to synthesize findings into journeys, experience priorities, and implications.
Support experience-led workshops, journey co-creation sessions, and prioritization exercises.

Own defined CX workstreams or smaller engagements, delivering to scope, timing, and quality expectations.
Present and facilitate with client teams and senior stakeholders.
Mentor Consultants and Associate Consultants on journey thinking and experience synthesis.
Support proposals and scoping from a CX / experience-design perspective.

In this role, success means:

Patient journeys are clear, actionable, and strategically relevant

Experience outputs help clients make better decisions, not just understand problems

CX workstreams run smoothly and independently within larger programs

Junior team members grow through your guidance

SenseLab’s experience standards are consistently upheld

Strong experience in CX, UX, or service design in healthcare, life sciences, or similarly complex environments

Demonstrated expertise in patient journey development and experience mapping

Comfort working in consulting, agency, or advisory settings

Strong synthesis, storytelling, and facilitation skills

A collaborative mindset and high bar for quality

This is not a traditional UX production role. In SenseLab, CX Consultants: