Head of Customer Experience (CX)

**Key Responsibilities**

**CX Strategy & Leadership**

+ Define and own the **end‑to‑end CX vision, roadmap, and operating model**
+ Act as the executive owner of customer outcomes across all functions
+ Embed customer centricity into strategic planning, governance, and KPIs

**Performance & Outcomes**

+ Own CX performance metrics (NPS, CSAT, CES, complaints, retention)
+ Translate customer insights into enterprise‑wide improvement priorities
+ Report CX performance and risks to executive leadership

**Cross‑Functional Enablement**

+ Partner with Operations, Medical, IT, Digital, Compliance, and Sales
+ Champion CX investment cases and prioritize improvement initiatives
+ Lead CX culture, capability building, and leadership engagement

**Governance & Compliance Oversight**

+ Ensure CX practices comply with healthcare, privacy, and regulatory requirements
+ Sponsor CX governance forums and decision...