Job Purpose

• The Customer Experience Lead is responsible for defining and leading the organization’scustomer and patient experience strategy to ensure seamless, high-quality, and patientcentred service delivery across all touchpoints.
• The role champions a customer-first culture, leveraging insights, data, and innovation to enhance satisfaction, loyalty, and trust, while contributing to improved health outcomes and organizational performance.

Key Responsibilities

CX Leadership & Enterprise Transformation:

• Formulate, champion, and execute a comprehensive enterprise-wide customer experience (CX) strategy aligned with corporate growth targets.
• Establish service excellence frameworks and operational standards across all physical, digital, and contact centre channels.
• Drive change management initiatives that embed a customer-first mindset into the organizational culture and operational DNA.
• Align customer experience strategies with digital transformation, automation, and innovation roadmaps.

Customer Journey Engineering & Process Optimization:

• Lead end-to-end patient journey mapping to identify friction points, elevate service delivery, and enhance operational efficiency.
• Establish quality governance through branch CX audits, mystery-shopping programs, and process benchmarks across all nationwide outpatient centres.
• Drive personalization across healthcare touchpoints using customer segmentation and operational insights.

Customer Intelligence, Analytics & Data Governance:

• Build and oversee robust feedback architecture
• Synthesize complex voice-of-customer analytics into strategic insights for executive decision-making.
• Monitor performance metrics and track the strategic ROI of CX interventions.

Service Excellence Governance & Recovery Architecture:

• Own the enterprise service recovery strategy, ensuring swift, high-impact resolution of complex patient escalations.
• Enforce compliance with health quality standards and patient privacy guidelines.
• Mitigate brand risk by monitoring frontline compliance with service standards.

Digital Innovation & Channel Integration:

• Lead the strategic adoption and operational integration of modern CX technologies.
• Leverage digital channels to improve turnaround times and customer engagement.

People Leadership & Capability Building

• Supervise and mentor CX personnel, building team capacity and performance standards.
• Architect training and capability-building programs across clinical and non-clinical staff.
• Embed CX KPIs into organizational performance evaluation frameworks.

Qualifications, Experience & Core competensis

• Education: Bachelor’s degree in Business, Healthcare Management, Marketing, or a related field.
• Professional Experience: 6 to 10 years of experience leading customer experience, service delivery, or operational transformation.
• Leadership Experience: At least 3 to 5 years in a strategic leadership or supervisory CX management role.
• Industry Focus: Background in healthcare, service-oriented multi-site industries, or digital service ecosystems is desirable.
• Key Skills: Customer journey design, digital channel deployment (CRM/AI), crossfunctional stakeholder management, and change leadership.
• Mobility: Willingness to undertake regular travel across the nationwide branch network.