

Shortlist Report | Prepared for Executive Review
Five senior people leaders have been identified for the Director of People & Service Excellence role. Each brings a distinctive leadership philosophy and a track record of cultural transformation across hospitality, healthcare, and service-led environments. Practicus have assesed each candidate against Signature's core priorities: cultural stewardship, colleague and resident experience, and the ability to operate credibly at executive level.
Cultural HR Leader | Healthcare Specialist
Antoinette characterises herself as a "cultural HR leader" who is deeply passionate about the healthcare sector. She operates with a philosophy of high transparency — believing that explaining the reasoning behind decisions, even when delivering a firm "no," is essential to building trust. Categorically not a "yes person," she is vocal, truthful, and willing to challenge the status quo when strategies are going off track. Her leadership effectively bridges the gap between executive vision and operational realities on the ground, and she is perceived by colleagues as genuinely caring — a reputation built through visible presence, direct involvement, and a commitment to closing feedback loops.
Rolled out Vision, Mission, Values at Healthcare Management Trust and Dental Beauty, embedding values into performance evaluations. Implemented a comprehensive EVP focused on total reward at HMT.
Significantly reduced employee turnover and sickness rates through targeted engagement and recognition programmes.
Turned around a failing HR function at Dental Beauty and led smooth onboarding and change management across multiple M&A transitions.
Implemented HRIS, electronic medication and care charts, motion and fall sensors, and AI tools for administrative HR data analysis.
Motivation: Deeply personal connection to healthcare; views Signature as an elite, aspirational benchmark. Attracted by the unique blend of traditional HR with luxury hospitality. Seeks a long-term role as her next step.
Salary: Seeking a base salary of £120,000
Notice Period: Highly flexible — current contract has concluded. Can be available immediately or with two weeks' minimum notice.
Location: Lives in Newhall, Essex. Comforatble commuting to all sites and offices.
EVP Architect & Employee Experience Champion
Emma is widely described as an energetic, inspiring, and authentic "cheerleader" for her teams. With a natural "energiser bunny" persona, she is highly positive, solution-focused, and builds trust quickly through genuine authenticity. She possesses high emotional intelligence and is acutely self-aware — consciously adapting her communication style to suit different stakeholders, including adopting a direct "be bold, be brief, be gone" approach with senior executives. Fiercely loyal, she fights for her team's wellbeing and fosters open, honest relationships. She is also admirably candid about her own development areas, acknowledging she can be self-critical and is actively working on maintaining boundaries during periods of organisational stress.
Built and launched the employer brand and EVP for Merlin Entertainments (30,000 global staff) and Moto — stressing the importance of avoiding an "authenticity gap" between aspirational values and employee realities.
Pioneered a cross-correlation matrix at Moto and Merlin that mathematically linked employee happiness to direct uplifts in customer satisfaction. Advocated redirecting 5% of CX investment into upgrading staff areas.
Completed a sensitive consulting project for Costa to address a "toxic culture" following poorly managed change, using focus groups to coach frontline staff and implementing mandatory "back to the floor" days for senior executives.
Led the award-winning rollout of an internal communications employee app at Moto, achieving a 96% sign-up rate, and implemented technology platforms supporting formal innovation programmes.
Motivation: Purpose-driven and eager to make a tangible difference for residents and staff. Deeply misses being in-house, where she can witness the long-term impact of cultural transformation on frontline people. Attracted by Signature's empowering and authentic culture.
Salary: Seeking a base salary of £100,000 to £120,000.
Notice Period: Currently operating as a consultant; 2-week notice.
Location: Colehill, Dorset. Comfortable commuting on a regular basis to all sites.
Business-First People Operator | Healthcare & High-Growth Specialist
Ellie is a high-energy, emotionally intelligent leader who views herself as a "business-first" operator rather than a traditional HR administrator. Her CEO observes that she is "not a very HR person" — meaning she prioritises overarching organisational needs over individual wants and is not afraid to have "pretty robust conversations" to hold executives, including the CEO, accountable. Despite this firm approach to standards, she builds a highly collaborative, high-trust environment within her team by sharing confidential context to enable better decision-making. She empowers her staff as subject matter experts while maintaining a personal reputation as the highly organised "person that gets the stuff done."
Initiated values-creation projects at SatApps Catapult and designed competency and values frameworks for GenesisCare, embedding behaviours that defined their premium customer experience.
Grew the UK workforce at GenesisCare by 87% whilst maintaining luxury-standard patient experiences. Led a cultural redesign at SatApps that improved leadership confidence by 19%.
Led portfolios of "people-heavy" transformation programmes, multiple hospital turnarounds at Spire Healthcare, and managed complex TUPE and restructuring processes.
Implemented HRIS (Cezanne) and CultureAmp from scratch at SatApps to provide data-driven insights into retention risks. Temporarily managed the IT team, gaining deep understanding of how systems enable or hinder employee experience.
Motivation: Misses deep connection to an organisation's mission — something she had in healthcare but lacks in her current B2B tech role. Thrives on change and large, high-growth environments.
Salary: Seeking a base salary of £100k–£120k
Notice Period: 3-months, with potential flexibility as a new hire is joining who could act as successor.
Location: Wokingham, Berkshire. Comfortable commuting on a regular basis to all sites.
Luxury CX & Service Excellence Strategist
Nick views himself as a "chameleon" who seamlessly adapts to diverse environments, challenges, and sectors. He is a highly visible and accountable leader who builds credibility by actively engaging with teams in person across all operational sites before presenting new strategies. He leads from the front whilst sitting within his team, operating with the humble mindset that "they're the experts — they need to teach me." Highly collaborative, he is equally comfortable pushing back on executives with data-driven evidence when a strategy will not deliver the desired outcome. When building teams, he champions a "hire the smile, train the skill" philosophy, placing enormous value on resilience, persistence, and a bubbly, positive personality.
Co-creates an organisation's "North Star" by aligning external customer expectations with the CEO's vision, conducting gap analyses on the employee journey to ensure staff are fully enabled to deliver core values.
Integrates five distinct data sources — Voice of Customer, Voice of Employee, mystery shopping, operational data, and market analysis — to comprehensively map experience. Luxury service mindset developed at Harrods and Ritz-Carlton, focused on predicting and preventing issues before they arise.
Founded his own consultancy and has driven enterprise transformation across Pizza Hut, Asda, and Orbit Housing Group — initiating a £50M transformation programme at the latter.
Implemented AI-enabled self-service platforms at Merck, reducing contact centre demand by 40% and consolidating 101 websites globally. Built AI-enabled insight capabilities for Asda.
Motivation: Frustrated by interim roles where CX is treated as a temporary project. Seeks a permanent role to build long-term assets and see strategies through to fruition. Attracted to Signature's ambition, authenticity, and willingness to look beyond traditional care sector norms to hospitality and technology.
Salary: Seeking a base salary of £120,000.
Notice Period: Immediately available.
Location: Milton Keynes. Happy commuting to all sites.
People-First Cultural Turnaround Leader
Steve is a calm, unflappable, and deeply empathetic "people-first" leader. He describes his learning style as being like "a sponge" — preferring to quietly absorb information and context before taking action. Possessing high emotional intelligence, he resolves conflicts purely through conversation rather than confrontation, noting he has "never had to shout at anybody in my life." Fiercely loyal and protective of his teams, he focuses heavily on ensuring colleagues know their value. He builds absolute trust by embedding himself on the floor, listening in open forums, and demonstrating complete transparency — including openly admitting to and rectifying past leadership mistakes. Ultimately, he is motivated by leaving a positive legacy, building genuine connections, and being remembered as a "nice person."
At Premier Inn and Booking.com, redefined organisational values in collaboration with leadership — ensuring that stated values actually matched the behaviours displayed on the floor.
Executed a complete cultural turnaround at Booking.com in Lille, reducing voluntary turnover by 20% and lifting engagement from 68% to 86%. At Hilton EMEA, elevated service to a Forbes Five-Star benchmark and implemented culturally specific service enhancements including Arabic IVR and WhatsApp for UAE guests.
Consolidated six US regions into a single Orlando site, reducing attrition and sickness. Guided 200 staff through a major restructuring at Premier Inn, retaining 99.5% of the team through personalised, empathetic consultation.
Led the rollout of digital tools and AI-triage from scratch for 1,000 field agents at Keyholding Company. Remediated poorly implemented Salesforce CRM systems and views AI as a critical tool to automate processes so frontline teams can focus on quality human interactions.
Motivation: Strongly drawn to Signature's transparency regarding its past culture and turnover challenges — viewing this as an exciting opportunity to "flesh out" an organisation with real potential and enact tangible, positive change from the ground up.
Salary: Seeking a base salary of £110,000 to £120,000
Notice Period: Immediately available.
Location: South West London. Comfortable commuting to all locations.
Internal Candidate - Head of Projects
Melanie is an authentic, empowering, and collaborative leader with a "never any hierarchy" mindset, always emphasizing a "we" and "us" approach. She sees her success as reliant on her team's, coaching them to unlock potential and remove blockers. Transparent, energetic, and caring, she possesses a "huge heart" from her care sector experience. Decisive and brave, she is known for "getting stuff done," critically evaluating new technology with a "problem-first" approach to ensure measurable benefits.
During the COVID-19 pandemic, she lived in a care home for six weeks to support residents. As Regional Sales Manager for Sunrise, she increased occupancy by 20% and improved customer retention by 25% through structured feedback.
Extensive track record within Signature and Sunrise, leading the £700k transition and brand merger. Spearheaded a critical FNC revenue project that generated approximately £3M for the business.
Strong at bridging IT and operations, translating technical concepts. Led transition to a new ERP system, delivered a new sales CRM (D365), and rolled out a new resident care platform at Signature, also leading digital care adoption at HC-One.
Motivation: As an internal candidate with deep institutional knowledge, Melanie presents a low-risk cultural fit. Profoundly committed to the care sector, she's driven to establish a unified technology strategy and target operating model, aiming to have resident needs directly drive labour management.
Salary: Not explicitly stated.
Notice Period: As an internal candidate, she would not be subject to a standard external notice period.
The following matrix provides a comparative overview of each shortlisted candidate across key practical and strategic dimensions to support panel discussion and decision-making.
This appointment is being managed exclusively by Practicus, one of the UK's leading management consulting and executive recruitment firms specialising in the Health & Social Care Sector. Practicus is committed to inclusive, accessible, and equitable recruitment, and we take that commitment seriously at every stage of this process.
Practicus is proud to be an inclusive employer and recruitment partner. We actively work to remove barriers that prevent talented people from applying for senior roles, and we welcome candidates from all backgrounds, identities, and lived experiences. We believe that diverse leadership teams build stronger, more resilient, and more impactful organisations.
We will make reasonable adjustments at every stage of the recruitment process for candidates who require them. If you have accessibility needs — whether for interviews, written assessments, or any other part of the process — please let us know at the earliest opportunity and we will accommodate them without question.
The client, Signature, is committed to building a workforce that reflects the communities it serves. This appointment will be conducted in full accordance with their EDI commitments.
Your dedicated contacts at Practicus are here to guide you through every step of this executive search process. They are committed to ensuring a fair, transparent, and supportive experience for all candidates.
Tel: +44 (0) 1491 637066
Email: natalie.allen@practicus.com
Tel: +44 (0) 1491 637090
Email: michael.gater@practicus.com
Director of People & Service Excellence