Job Opportunity: Senior Director of Digital Success
About Us
At HCI, we are transforming healthcare quality, safety, and compliance through pioneering digital solutions and best in class professional services. Our mission is to empower and support healthcare providers to deliver safer, more effective care globally, by leveraging cutting-edge technologies including AI and advanced compliance platforms.
About the Role
As Senior Director of Digital Success, you will be the strategic leader driving the adoption, scale, and delivery success of HCI’s digital platforms across complex healthcare environments. You will oversee the entire customer lifecycle from implementation to long-term value realisation—ensuring rapid deployments, consistent delivery excellence, and deep client partnerships.
You’ll operate at the intersection of digital transformation, client engagement, and organisational leadership, delivering outcomes that directly improve patient care.
Why This Role Is Unique
- Lead Enterprise-Level Rollouts: Orchestrate fast, scalable implementations of digital compliance and safety solutions across major healthcare systems.
- Shape Global Digital Strategy: Define and execute our vision for digital success on a global scale, influencing both internal operations and client transformation.
- Partner with the C-Suite: Act as a trusted advisor to executives across client organisations and within HCI—guiding strategic direction, growth, and innovation.
- Drive Rapid Impact: You won’t just plan strategy—you’ll deliver it, at pace, with measurable client outcomes and lasting transformation.
Reporting to: Chief Operating Officer
Team: BA/Project Manager Specialists, Support Manager, Support Team, and collaboration with Product Development and Business Development
Key Responsibilities
1.0 Strategic Leadership & Digital Vision
- Define and own the enterprise-wide strategy for digital customer success, scaling innovation and impact across healthcare organisations.
- Translate company goals into operational excellence in onboarding, adoption, expansion, and retention.
- Develop global best practices and playbooks for rapid, effective SAAS deployment.
2.0 Large-Scale Implementation Management
- Lead full-scale implementations across multi-site, high-stakes healthcare settings.
- Apply agile, phased deployment models to maximise speed-to-value while maintaining regulatory and clinical integrity.
- Partner cross-functionally to ensure every implementation exceeds client expectations.
3.0 Organisational & Team Development
- Lead and mentor a high-performing, cross-functional digital success team.
- Build the structure, tools, and capabilities needed to support enterprise clients at scale.
- Drive team engagement, retention, and alignment with HCI’s values and strategic priorities.
4.0 Executive Client Engagement
- Serve as senior liaison to C-suite stakeholders within healthcare organisations.
- Build and sustain long-term relationships that drive client expansion, advocacy, and strategic alignment.
- Intervene and lead high-priority accounts where executive oversight is needed.
5.0 Data-Driven Innovation & Continuous Improvement
- Establish and report on key performance indicators (KPIs) related to customer success, adoption, and satisfaction.
- Continuously gather customer insights and use them to influence product evolution and service enhancements.
- Implement systems to predict risk, flag issues early, and deliver proactive solutions.
6.0 HCI’s Quality Management System (QMS)
- Adhere to and support the ongoing development of HCI’s Quality Management System to ensure alignment with ISO 9001 (Quality Management) and ISO 27001 (Information Security Management) standards.
- Collaborate with the all to ensure processes within the Digital Success function are documented, consistent, and contribute to external audit readiness.
- Promote awareness of QMS requirements across the team and support training initiatives to embed a culture of continuous improvement, quality, and information security.
- Ensure implementation and customer success activities align with internal policies, external standards, and are delivered with a focus on risk reduction, quality, and compliance.
Ideal Experience
- Senior experience in digital transformation, implementation leadership, or customer success—preferably within healthcare, healthtech, or SaaS.
- Proven ability to lead complex software deployments across enterprise or multi-site clients.
- Deep understanding of compliance, safety, and regulatory requirements in healthcare environments.
- A confident executive communicator with experience managing C-level client relationships.
Expertise in agile project delivery, change management, and digital adoption frameworks.
Benefits & Perks
- Competitive Executive Compensation
- Remote-First Flexibility: Work from anywhere, with optional office use
- Comprehensive Health Insurance
- Professional Development Budget for executive education, conferences, and certifications
- Generous Holiday Policy
- Pension Contributions
- Mission-Driven Work: Help shape the future of patient safety, globally
Apply now to lead the future of healthcare digital success.
At HCI, your leadership will scale globally and your impact will be felt by the professionals delivering care and the patients who rely on it.
Email CV to info@hci.care.