الوصف الوظيفي
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.
Client Details
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.
Description
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.
Profile
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.
Job Offer
The candidate will get a competitive salary and benefits in line with the Saudi Law. The role is ideal for a self starter who is looking to work with a huge health care group.
