Operations Experience- Senior Associate

  • Babylon Health
  • First Floor, 60 Sloane Ave, Chelsea, London SW3 3DD, UK
  • Sep 17, 2019
Global Operations

Job Description

We are a team on a mission, to put accessible and affordable healthcare in the hands of every person on earth. Our mission is bold and ambitious, and it’s one that’s shared by our team who shares our values, to dream big, build fast and be brilliant.
To achieve this, we’ve brought together one of the largest teams of scientists, clinicians, mathematicians and engineers to focus on combining the ever-growing computing power of machines, with the best medical expertise of humans, to create a comprehensive, immediate and personalized health service and make it universally available.
At Babylon our people aren’t just part of a team, they’re part of something bigger. We’re a vibrant community of creative thinkers and doers, forging the way for a new generation of healthcare. We’re only as good as our people. So, finding the best people is everything to us.
We serve millions, but we choose our people one at a time…
A Operations Experience Senior Associate to work as part of the Global Operations team and partner with various stakeholders across the business, including Clinical Operations, Marketing and Product to drive processes and solutions that will enable us to become the most members centric company in the world.
The role will look at our patient facing interactions and will be responsible for developing our holistic, multi-channel member experience (and the tools and systems necessary to support them). You will manage a diverse range of projects and responsibilities from identification to implementation that are focused on continually improving our core operational processes to deliver an excellent member experience for patients and clinical professionals. Your core region would be the UK, yet a lot of work will involve collaboration with colleagues from other markets to make sure that the Babylon experience is consistent across the globe.
You'll be an integral member of the Global Operations team tasked with scaling our operations through our rapid expansion and our overall patient experience in an innovative way.

Key Responsibilities:

Build the holistic Babylonian members experience for your region:Deep dive into the performance numbers, perform gap analysis and take data­-driven actions to increase the quality of our members experience and overall engagement with our end users.Develop new metrics to better measure the experience that we provide to our members and implement internal processes based on quantifiable results. Build action plans to address top member issues, pain points and feedback/feature requests.Constantly rethink our approach to engagement via new products, support solutions and servicing channels. Be the voice of users to product teams and internal stakeholders:Act as an interface with our engineering/ product  teams and various internal colleagues to improve user experience, highlighting issues and opportunities in a collaborative, results oriented way.Be the point of contact for the cross-functional stakeholders and teams  in the region to test and scale operational initiatives (new locations, expanded servicing options, extended hours).The point of contact of member operations in Babylon’s daily activities:Manage the function between the regional operation and the different teams that are involved in day to day implementation, mainly Marketing and Product

Who fits the role?

High performing work experience in startups, transformational business environments with rapid speed growth, strategy, operations, analytics, or a variety of other specialty roles with demonstrated ability in quantitative fields.Extremely data driven - you feel comfortable around numbers and enjoy turning figures to insights to decisions. Exceptional interpersonal and communication skills, experience leading by example and collaborating with various stakeholders, from marketeers to engineers. Foremost, you’re a people person.Track record of exceptional delivering - you are the type of person who gets things done effectively and efficiently. High Emotional IQ with an ability to expertly manage relationships with internal and external stakeholders.Incredibly empathetic and understanding of patients and the healthcare space. You will be a powerful advocate for our members and are obsessed with the community experience.Naturally curious. You love learning how things work and you're always looking for ways to innovate. You enjoy testing different operational strategies and tracking the results.


Free babylon for you and your familyOne of the nicest offices you’ll ever see, located in the heart of ChelseaFree healthy breakfast, and snacksOn-site table tennis and video game competitionsRegular social gatherings and an intimate, collaborative environmentA real entrepreneurial spirit and drive to make a tangible difference in the worldFree weekly yoga or football sessionsPension schemeChildcare vouchersBUPA health and life insurance