Director of Customer Excellence (Clinical) - UK

Role Type and Location

• Remote role - based full time in the UK

Eligibility to work 

• Applicants must be UK based
• They also must be eligible or already hold a relevant work permit / sponsorship or work permissions to work in the UK.  
• Some travel to UK sites will be required in the role

About the Company

Diagnexia, a subsidiary of Deciphex: Accelerating Certainty and Pioneering Pathology Services. 

Diagnexia, https://www.diagnexia.com/  a leading provider of pathology services, operates as a subsidiary of the parent company, Deciphex. Established in Dublin in 2017, Deciphex has rapidly expanded to become a global team of over 150 professionals, offering innovative software solutions to address the pathology gap in both research and clinical areas. 

With a mission to accelerate the drug development process and provide timely, accurate diagnoses for cancer patients, Deciphex has established a strong presence through its offices in Dublin, Exeter, Oxford and Chicago.

As part of the Deciphex family, Diagnexia leverages its expertise to provide cutting-edge diagnostic solutions to healthcare organizations worldwide. Our cloud-based platform enables hospitals to easily and rapidly send cases for a consultation to our team of expert subspecialists. We are dedicated to improving patient outcomes and helping healthcare organisations stay at the forefront of the industry.

Want to make a difference in the emerging Digital Pathology field?

• We are looking for a highly driven, resilient leader to take on the role of Director of Service Excellence for the UK market. 
• This is a role for someone who thrives in a fast-paced, high-stakes environment—someone with the determination to tackle challenges head-on, the strategic mindset to drive operational excellence, and the customer-first approach to keep patient outcomes at the core.

Why Join Us?

• This is a role for someone who wants to make a real impact. 
• You’ll be leading a high-performing, multidisciplinary team in a critical area of healthcare, ensuring that patients and clinicians receive uncompromising service excellence. 
• This role is pivotal in ensuring exceptional service delivery, operational efficiency, and continuous improvement across our multidisciplinary teams, including customer service, case control, and logistics management.
• If you’re up for the challenge and have the resilience, industry expertise, and leadership skills to thrive, we want to hear from you.

Key Responsibilities - what you’ll help us achieve 

Leadership and team management

• Lead and manage multidisciplinary teams, including customer service, case control, and logistics management, ensuring a cohesive, high-performing operation.
• Act as the key escalation point for service-related issues, ensuring challenges are swiftly addressed with solutions that prioritise both customer and patient needs.
• Develop and maintain strong relationships with key client stakeholders, internal teams, and external partners.
• Ensure the smooth operation of all service functions, driving efficiencies while maintaining the highest standards.

Service excellence and operational performance

• Oversee end-to-end service operations, ensuring seamless execution and high-quality service delivery.
• Implement and continuously optimise key operational processes to enhance efficiency and service quality.
• Establish and monitor key performance indicators (KPIs), using data-driven insights to drive continuous improvement.
• Analyse service performance trends, identify risks and opportunities, and implement proactive solutions.
• Lead the internal and external onboarding process, ensuring new client sites integrate effectively with minimal disruption.
• Oversee the execution of site onboarding, ensuring a structured and standardised approach that sets up each site for long-term success.

Collaboration and communication

• Ensure seamless communication across teams, particularly between service operations, logistics, and customer service, to maintain alignment and efficiency.
• Act as the bridge between external client discussions and internal execution, ensuring customer expectations are clearly translated into operational actions.
• Work closely with business development managers and account managers, supporting them with service insights and performance updates.
• Prepare and present regular reports on service performance, challenges, and improvements to senior leadership.

Compliance and industry standards

• Ensure the company meets UKAS accreditation requirements and other industry regulations.
• Stay up to date with industry trends, best practices, and regulatory changes, ensuring our services remain compliant and innovative.
• Drive a culture of service excellence, accountability, and continuous improvement across all teams.

About You – Essential Skills and Experience

• Proven experience in either pharma, pathology, or healthcare services
• Experience managing multidisciplinary teams, including logistics, customer service, and case control, ensuring cross-functional collaboration
• A deep understanding of operational and regulatory requirements.
• Experience managing complex service delivery operations, ensuring efficiency and effectiveness.
• Strong leadership and team management experience, with the ability to motivate and drive high performance in demanding environments.
• Exceptional grit, determination, and resilience—you don’t just manage problems; you own them until they’re solved.
• Customer and patient focus at the core—you instinctively put their needs first in every decision.
• Excellent problem-solving and analytical skills, taking a structured approach to tackling challenges and optimising performance.
• Data-driven mindset, using insights to inform decisions and drive performance improvements.
• Outstanding communication skills, able to influence and collaborate across all levels, from frontline teams to executive leadership.
• Ability to travel to UK sites when required 

What are the benefits of working with Diagnexia? 

• Competitive salary with performance based annual increments.
• Healthcare benefits
• Competitive annual leave 
• A true sense of meaning in your work by contributing to better patient outcomes. 
• The opportunity to work alongside a world-class high performing team in a hyper-growth startup environment. 
• A chance to work on exciting,challenging and  unique projects. 
• Regular performance feedback and significant career growth opportunities.
• A highly collaborative and supportive multi cultural team. 

Deciphex is an equal opportunities employer and we are committed to the principle of equality. All qualified applicants will be considered for employment without regard to age, race,  religious beliefs, political views, gender identity, affectional or sexual orientation, national origin, family or marital status (including pregnancy), disability, membership of the travelling community or any other classification protected by applicable law.

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