Customer Experience Manager - Medical Device

Neupulse; Nottingham; On-site; GBP 50,000 - 70,000; Full time

Job summary

A pioneering healthcare tech firm in Nottingham seeks a Customer Experience Manager to establish their customer service function. The role involves hands-on support, recruitment, and strategic system development, aimed at significantly improving customer interactions with a groundbreaking medical device. Candidates should have over 7 years in customer service, preferably within healthcare or tech sectors.

Benefits

Competitive salary and benefits

Opportunities for career growth

Innovative and dynamic work environment

Qualifications

• 7+ years in customer service or experience roles.
• Proven track record in scaling customer service functions in healthcare or medtech.
• Strong communicator with excellent verbal and written skills.

Responsibilities

• Act as a trusted point of contact for customers.
• Set up customer service software and systems.
• Recruit, train, and manage the customer service team.
• Capture and analyze customer feedback.

Skills

Customer service experience

Empathy

Communication skills

Team management

Education

Degree-level qualification

Job description

This isn't just customer support. It's changing people's lives.

At Neupulse, we've developed a groundbreaking medical device that uses precisely controlled electrical pulses to help people with Tourette's regain control of their tics. Based on world-leading neuroscience, our technology is poised to make a real difference in the lives of people who desperately need new treatment options.

For our customers, this device isn't just another product—it's life-changing. And the experience they have with us matters just as much as the technology itself.

As we move into full product launch, we need a Customer Experience Manager to build our customer service function from the ground up. As our first hire in this area, you'll set up the systems, processes, and team that shape how customers experience our wearable medical device. You'll be hands‑on, supporting customers directly, while also driving strategy and growth.

This is a unique opportunity to design a customer experience function in a company committed to supporting people on every step of their journey.

What you'll do

Be the voice of support

• Act as a trusted point of contact, delivering empathetic and practical guidance via video calls, phone, email, and chat.
• Build relationships with customers who rely on our device for their wellbeing.

Build the foundation

• Set up customer service software and systems.
• Create workflows, knowledge bases, and escalation paths from scratch.
• Design processes that balance efficiency with the empathy our customers deserve.

Grow the team

• Recruit, train, and manage the customer service team as the business scales.
• Champion a "customer first" mindset across the entire organisation.

Drive insights and improvement

• Capture and analyse customer feedback to support product development and marketing strategy.
• Identify and implement best practices, technologies, and training to continuously enhance the customer experience.

Ensure compliance

• Maintain alignment with medical device regulatory requirements, GDPR, and company policies in all customer interactions.

What you'll bring

The essentials

• 7+ years in customer service, success, or experience roles.
• Proven track record of setting up or scaling customer service functions—ideally in healthcare, medtech, or subscription-based businesses.
• Comfortable being both hands‑on with customers and strategic in building processes and teams.
• Strong communicator with excellent verbal and written skills, able to build trust and empathy.
• Experience managing video/phone support and using customer service platforms.
• Degree-level qualification.

Bonus points for

• Healthcare or medical device sector experience.
• Understanding of GDPR and regulated environments.
• Experience in early-stage or high-growth companies.

Why Neupulse

Make a tangible difference

Every customer interaction matters. You'll be supporting people whose lives have been transformed by our technology, and you'll build the team that becomes their trusted partner.

Build something from scratch

This isn't joining an established team—this is creating the blueprint. You'll have complete ownership to design systems and processes that reflect your vision for world‑class customer experience.

Work with purpose and autonomy

We trust you to build this function the right way. You'll have the responsibility, resources, and freedom to make it exceptional.

Be part of something innovative

We're not following the market—we're creating it. Our technology represents a paradigm shift in how Tourette's syndrome is managed.

Grow your expertise

Opportunities for career growth and professional development in a dynamic, innovative environment.

Competitive package

Salary and benefits that reflect the foundational nature of this role.

Ready to build something truly meaningful

If you're a customer experience leader who wants to create a world‑class support function, and who wants to be part of a team that's genuinely changing lives, we would love to hear from you.

Email the careers team on [e-mail] to arrange a chat.

Neupulse is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

#Hiring #CustomerExperience #HealthTech #MedicalDevice