Job offer: Customer Experience Leader


Announced
30/11/202427 days ago
Job Status
Full Time
Job Type
Employee
Expiration Date
30/03/2025 93 days left
Reference Number
JN-112024-6601337
Job Title
Customer Experience Leader
Job Presentation

Our client is a leading health care group in Saudi Arabia. They are currently going though a transformation and recruiting an experienced Customer Experience Leader in Riyadh.


The role involves leading the Customer Experience transformation program, ensuring a seamless and outstanding patient journey across all touchpoints. The aim is to enhance patient satisfaction, foster loyalty, and promote a strong brand image.

Key Responsibilities



  • Patient Journey Mapping and Analysis:
    • Conduct thorough mapping of the patient journey to identify touchpoints and challenges.
    • Analyze patient feedback, surveys, and complaints to identify improvement areas.
    • Use data-driven insights to prioritize initiatives and measure their impact.


  • Customer Service and Hospitality Enhancement:
    • Lead initiatives to enhance customer hospitality and experience, focusing on:
      • Optimizing waiting area experiences.
      • Improving patient communication and interactions.
      • Training staff in customer service best practices.
      • Introducing spa-like comfort features.
    • Collaborate with the Marketing team to promote these enhancements.


  • Feedback and Complaint Management:
    • Develop and implement robust systems for capturing and resolving patient feedback through:
      • Online surveys, comment cards, and review platforms.
      • Dedicated feedback forms and channels.
    • Address systemic issues by tracking complaint trends and root causes.
    • Collaborate with operational teams for corrective measures and continuous improvement.


  • Standardization and Quality Control:
    • Work with quality teams to ensure service delivery aligns with treatment protocols and standards.
    • Establish customer service protocols, scripts, and communication guidelines.
    • Provide training and monitor adherence to these standards.


  • Performance Measurement and Reporting:
    • Track key satisfaction metrics like NPS and CSAT.
    • Analyze trends and provide strategic recommendations.
    • Deliver regular reports to stakeholders, highlighting progress and challenges.


  • Cross-Functional Collaboration:
    • Partner with operations, the Contact Centre, and other departments for seamless integration of customer experience initiatives.
    • Address patient concerns and enhance service delivery through collaborative efforts.


  • Team Management and Development:
    • Lead the customer experience team, fostering a culture of excellence and accountability.
    • Develop training programs to enhance team capabilities.
    • Identify and nurture talent within the team to ensure consistent service excellence.

    • The ideal candidate will have:

    • 5+ years of customer experience roles, preferably in health care.
    • Expertise in journey mapping, feedback management, and service quality improvement.
    • Proficiency in CRM systems and data analysis tools.
    • Strong communication and presentation skills.
    • Fluency in Arabic and English.




    How to Apply

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    JOB BY
    Michael Page
    Office No.202, Al Fattan Currency House Tower -1, Dubai International Financial Centre (DIFC), PO Box 506702
      +971 4 709 0300

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