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Location: London/Flexible – Start date: Immediate

Engage to improve.

ImproveWell is the leading digital engagement solution for improvement in healthcare. Shaped by 40+ NHS organisations, the tool is being used across the NHS and in hospitals in the US, Canada and New Zealand. Over the past two years, the ImproveWell solution has supported the national response to the COVID-19 pandemic and is also being used in the emergency services and animal health sectors. As a fast-growing HealthTech company, ImproveWell is looking for a Customer Success Analyst to maximise the impact of the ImproveWell solution across its global customer base. Working with the Head of Customer Success, Sales & Marketing team and Product team, your goal is to support the successful implementation, expansion and retention of programmes through effective engagement strategies.

Life at ImproveWell

We are an ambitious, hard-working team but believe that balance and flexibility are essential for high quality performance. Our credibility with our partners, our customers and each other cannot be undervalued – we aim for excellence in everything we do. Above all, we are enthusiastic and optimistic with the fortitude to keep going, and we do not let unexpected challenges stand in our way. We love what we do.

Our values

  • We believe in working together to achieve excellence
  • We strive to deliver value, putting our customers first
  • We are data driven, building evidence-based solutions
  • We encourage open and honest feedback
  • We act with integrity and respect
  • We are resolutely focused on our goals

What YOU have to offer:

As ImproveWell’s Customer Success Analyst, you:

  • Are someone who builds rapport, taking an active role in meetings, workshops and training sessions
  • Have a considered and credible approach when working with colleagues across health and care
  • Enjoy implementing established processes, as well as identifying, testing and evaluating new methods
  • Are confident in analysing quantitative and qualitative data to develop reports and recommendations
  • Are observant, always listening to understand customer needs and integrate insights into our business
  • Don’t mind rolling up your sleeves and taking the initiative as a core member of a small team
  • Are flexible and can manage an appropriate balance of office-based vs. field-based activities

What WE have to offer:

As part of the team, you will get:

  • Base salary of £25k
  • Participation in the Company’s EMI share option scheme
  • Competitive holidays & pension scheme
  • Flexible working
  • Company laptop
  • Strong progression opportunities
  • Annual budget for your own professional development
  • Gym membership

Core competencies

Experience and knowledge:

  • Bachelor’s degree (or equivalent education and experience) in a relevant field
  • A good understanding of health and care and/or public sector operations, processes and systems
  • Experience of working in a start-up environment is desirable

Skills, abilities and attributes:

  • Proven organisational and process management skills
  • Exceptional verbal and written communication skills, a keen eye for detail and high standard of output
  • Ability to evaluate data, produce concise reports and make pertinent recommendations
  • Strong interpersonal skills, given access to senior figures in partner organisations
  • Confident communicator and presenter, able to speak at different levels of ‘technical’ understanding
  • Inquisitive by nature with ability to problem solve and think quickly on your feet
  • Experienced user of Microsoft Office Suite, Zoom, Teams, Google Suite


  • Proactive self-starter with ability to hit the ground running and get things done
  • Passionate about healthcare and making a social impact
  • Entrepreneurial spirit
  • Willingness to be flexible within a small team
  • Take pride and ownership of key workstreams
  • Values-driven

Sounds like a fit for you?

To apply, please email your CV and a cover letter to and we will get in touch on next steps.

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