HEAD, CUSTOMER CARE AND EXPERIENCE

Summary

Head of Customer Care & Experience (CCX) is responsible for leading the end‑to‑end customer experience strategy within the hospital, focusing on service excellence, patient satisfaction, and continuous improvement. This role drives cultural transformation, operational enhancements, and customer engagement initiatives to ensure a consistent, high‑quality patient journey aligned with KPJ standards.

Job Description

1. Strategic Leadership & Governance

   Develop, implement, and continuously refine the hospital’s Customer Care & Experience (CCX) strategy aligned with organizational goals. Establish governance frameworks, SOPs, and service standards across all patient touchpoints. Act as the subject matter expert in customer experience and service quality within the hospital.

2. Service Quality Management & Training

   Design and implement comprehensive service quality programs across all departments. Develop structured train...