Senior Consultant, Customer Experience (CX)

AnaVation LLC; Greater London; Hybrid; GBP 50,000 - GBP 70,000; Full time

Job summary

A healthcare consultancy is seeking a Senior Consultant to lead patient journey development and contribute to experience strategy. The role requires strong expertise in CX, UX, and service design within healthcare settings. Candidates should possess excellent storytelling and synthesis ability. The position offers flexible hybrid working, competitive benefits, and opportunities for professional development, aiming to embed human-centered design into healthcare strategy.

Benefits

Flexible hybrid working

25 days annual leave plus personal days

Enhanced parental leave policies

Pension contribution

Qualifications

• Strong experience in CX, UX, or service design in healthcare or similar environments.
• Demonstrated expertise in patient journey development and experience mapping.
• Comfort working in consulting, agency, or advisory settings.

Responsibilities

• Lead the development of patient journeys and experience frameworks.
• Produce high-quality CX artefacts.
• Partner with research colleagues to translate insight into strategies.
• Mentor junior team members in journey thinking.

Skills

CX experience

UX design

Service design

Patient journey development

Storytelling skills

Job description

About Avalere Health

United by one profound purpose: to reachEVERY 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 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.

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.

What You’ll Do

Lead Patient Journey & Experience Workstreams

• 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.

Create Core SenseLab Experience Outputs

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.

Translate Insight into Experience Strategy

• 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.

Contribute to Client Delivery & Team Development

• 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.

What Success Looks Like

• 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

About You

• 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

What we can offer

You’ll receive up to a 7% pension contribution, life insurance, income protection, and private medical insurance for peace of mind. Enjoy flexible working arrangements, including flexible hybrid working, along with the option to work from anywhere across the globe two weeks each year. We provide 25 days of annual leave plus two personal well-being days, along with gifted end-of-year holidays and an early Summer Friday finish in June, July, and August.

Access free counselling through our employee assistance program, as well as personalized health support. Enhanced maternity, paternity, family leave, and fertility policies provide support across every stage of your family-planning journey, as well as on-demand support from our partner Peppy. You can also benefit from continuous opportunities to professionally develop with on-demand training, support, and global mobility opportunities across the business.

Candidate privacy notice

We encourage all applicants to read our candidate privacy notice before applying to Avalere Health.