Customer Experience Leader

Job description / Role

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.

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.

- 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.

About the Company

Michael Page is one of the world's leading professional recruitment consultancies, specializing in the placement of candidates in permanent, contract, temporary and interim positions with clients around the world.

The Group has operations in the UK, Continental Europe, Asia-Pacific and the Americas. In the Middle East we focus on the areas of:

Finance & Accounting Banking & Financial Services Procurement Property & Construction Engineering & Supply Chain Oil & Gas Technical and Engineering Human Resources Sales Marketing Technology Secretarial Executive Search Legal

The Group operates through 161 offices in 33 countries and employs over 5,000 employees worldwide.