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About the Role
Lead one of the UK's largest health research programmes, ensuring an outstanding participant experience and driving strategies for recruitment, engagement, and retention at scale. This pivotal role combines strategic leadership with operational excellence, focusing on participant needs and translating organizational priorities into measurable delivery.
Responsibilities
- Own the operational strategy and performance for participant recruitment, ensuring ambitious targets for recruitment, representation, and cost efficiency are met.
- Oversee forecasting, recruitment planning, supplier performance, and delivery pipelines, identifying opportunities to improve conversion, increase participation, and strengthen representation.
- Build trusted relationships with community organizations and strategic partners to ensure reach across diverse communities.
- Develop and lead the Participant Experience Strategy, ensuring all interactions are consistent, accessible, inclusive, and reflect organizational values.
- Oversee participant support services, complaints management, and service operations, ensuring high-quality customer service and continual improvement.
- Establish governance, escalation routes, and service frameworks for efficient issue resolution.
- Embed participant insight across product development, clinical delivery, and organizational planning to influence strategic and operational decisions.
- Use research, data, and participant feedback to shape future services, improve engagement, and support long-term retention.
- Lead multidisciplinary teams spanning participant recruitment, engagement, partnerships, and participant services, fostering a culture of collaboration and continuous improvement.
- Establish clear priorities, performance measures, and delivery plans, managing significant budgets and ensuring value for money.
- Contribute to organizational strategy, provide advice to the Chief Health Officer, and help shape the future direction of the organization.
Requirements
- Significant senior leadership experience within participant, patient, customer, public engagement, or service delivery environments.
- Proven track record of leading large operational teams, managing budgets, supplier relationships, and delivering measurable organizational outcomes.
- Experience leading large-scale recruitment, engagement, or customer experience programmes with responsibility for improving participation, retention, and service quality.
- Experience improving diversity, inclusion, and representation across large populations or public-facing programmes.
- Strong operational planning and performance management capability, with the ability to translate strategy into effective delivery.
- Outstanding stakeholder management and influencing skills, with experience working across multidisciplinary organizations.
- Confidence to lead through complexity, ambiguity, and organizational change while providing clear direction and calm leadership.
- A strong commitment to participant-centred design, equity, diversity, and inclusion.
- Experience within health research, healthcare, public health, life sciences, or other regulated environments is highly valued.
Skills
- Operational Strategy
- Performance Management
- Recruitment Planning
- Supplier Performance Management
- Community Engagement
- Strategic Partnerships
- Participant Experience Design
- Customer Service Operations
- Governance and Escalation
- Stakeholder Management
- Influencing
- Budget Management
- Team Leadership
- Diversity and Inclusion
- Participant-Centred Design
Location
- Central London office in Holborn
- Remote
- Flexible working arrangements
Work Type
- Flexible working
- Remote working
Experience Level
- Senior leadership experience
Salary/Compensations
- from £100,000
Benefits
- Generous Pension Scheme – employer contributions of up to 12%
- 30 Days Holiday + Bank Holidays
- Enhanced Parental Leave
- Cycle to Work Scheme
- Home & Tech Savings
- £1,000 Employee Referral Bonus
- Wellbeing Support – Access to Mental Health First Aiders, 24/7 online GP services, and Employee Assistance Programme
About the Company
- Building the UK's largest ever health research programme, bringing together up to five million volunteers to transform how we prevent, detect and treat disease.
Equal Opportunity
- Recognise the importance of having a diverse workforce and ensuring that all candidates, regardless of their background, have equitable access to our application process.
- Proactively encourage applicants who identify as having a disability, neurodiversity, or long-term health conditions to let us know if they require any reasonable adjustments as part of their application process.