HEAD, CUSTOMER CARE & EXPERIENCE

Summary of Duties

• Lead customer experience strategy, process transformation, performance improvement management, talent development and mind‑set & culture.
• To initiate process enhancement in all service areas for the purpose of optimizing efficiency of service delivery systems.
• To manage and attend to qualitative patient feedback and facilitate corrective actions, resolutions and suggestions for continuous improvement.
• To monitor Customer Satisfaction Index (CSI) & Net Promoter Score (NPS) for the purpose of identifying and recommending opportunities for process improvement and behavioural enhancement.
• To deliver the service quality training in all service areas for the purpose of continuous improvement in communication and behavior interactions. Drive process improvements within/across departments and influence improvement external to the department.
• To manage customer engagement through loyalty programs for the purpose ...