Our Future Health UK Benefits Overview

Own the end-to-end complaints management process, investigating concerns, coordinating resolutions, maintaining accurate records, and ensuring regulatory and governance compliance. Analyze complaints data and root causes, report trends and risks to senior stakeholders, improve policies and systems, and support training and best practices. Collaborate with internal teams, research partners, suppliers, and other stakeholders to improve participant experience.

Leads participant operations for a large-scale health research programme, overseeing recruitment, engagement, partnerships, participant support, experience strategy, service quality, budgets, suppliers, governance, and multidisciplinary teams. The role champions participant insight, diversity, inclusion, and representation while translating organisational strategy into measurable operational delivery and improving participant retention.

Develop and manage partnerships with universities, academic researchers, and research organisations. Shape partnership models, coordinate cross-functional delivery, support researcher engagement, track programme impact, and improve platform offerings through partner feedback. Build relationships with senior academic stakeholders, represent the organisation externally, and collaborate with Marketing, Legal, Product, and other teams to launch and enhance partnership programmes.