Patient Experience Director

Job description / Role

The Patient Experience Director will lead the development and execution of the patient experience strategy across the entire hospital network, ensuring consistency, excellence, and continuous improvement in every step of the patient journey. The role requires a visionary leader who can leverage data, drive cultural change, and collaborate across departments to elevate service quality and patient satisfaction.

Client Details

Our client is a major healthcare group in Saudi Arabia, recognized for its commitment to clinical excellence, continuous expansion, and service innovation. With a large multi-hospital network, the organization is investing heavily in elevating patient-centered care and implementing world-class experience standards. This role sits at the corporate level and works directly with senior leadership to influence strategy across all facilities.

Description

* Develop the patient experience strategic roadmap and ensure alignment with the group's corporate vision.
* Define departmental objectives, KPIs, and performance indicators, monitoring progress and reporting to senior leadership.
* Produce regular departmental performance reports and support the achievement of organizational goals.
* Lead annual budget planning for the department, ensuring alignment with strategic priorities.
* Monitor budget utilization, report progress, and identify initiatives that support financial performance or reduce operational risks.
* Stay updated on global patient experience trends and integrate best practices across the network.
* Ensure compliance with accreditation standards and relevant regulations.
* Build strong relationships with internal functions, promoting awareness of the patient experience mandate.
* Collaborate with cross-functional teams (Digital, Technology, Marketing, etc.) to implement systems supporting the PX strategy.
* Drive the development and alignment of standardized patient journeys across all facilities.
* Represent the department in committees and meetings related to patient-centered care.
* Oversee patient survey programs and manage participation in accreditation activities.
* Ensure consistent implementation of patient-focused programs across the network.
* Analyze survey data, dashboards, and performance indicators to identify strengths, gaps, and improvement opportunities.
* Develop corrective action plans for underperforming areas and lead continuous improvement initiatives
* Lead, mentor, and develop the patient experience team, ensuring alignment with departmental goals.
* Set performance objectives, conduct evaluations, and provide regular developmental feedback.
* Ensure team operations adhere to organizational policies and standards.

Job Offer

* Monthly salary of SAR 55,000 - 65,000 per month
* A high-impact leadership position overseeing patient experience for a large multi-site healthcare network.
* Strong executive visibility and the ability to lead major improvement initiatives.
* Long-term career progression opportunities.

A successful Patient Experience Director should have:

* 15+ years of relevant experience, with 10+ years in leadership roles within patient experience, service excellence, quality, or related healthcare functions.
* A Master's degree in Business, Marketing, Healthcare Management, or a related field (MBA preferred).
* Deep knowledge of patient experience methodologies, accreditation standards, and performance measurement tools.
* Strong analytical skills with a data-driven approach to decision making.
* Proven experience driving cultural transformation and large-scale patient-centered initiatives.
* Exceptional leadership, communication, and stakeholder management skills, with the ability to influence across complex healthcare environments.
* A passion for elevating service quality and delivering world-class patient experiences.

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.