Customer Experience Innovation Manager
5 days ago
We are looking for an experienced Customer Experience Leader to join our team at Omanyp, a leading healthcare group in Saudi Arabia. As a key member of our team, you will be responsible for leading the Customer Experience transformation program and driving transformative change.
In this role, you will analyze patient feedback, surveys, and complaints to identify areas for improvement and work closely with the Marketing team to promote enhancements. You will also collaborate with operational teams for corrective measures and continuous improvement.
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.
- 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, and introducing spa-like comfort features.
- Collaborate with the Marketing team to promote these enhancements.
- Develop and implement robust systems for capturing and resolving patient feedback through online surveys, comment cards, 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.
- 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.
- Track key satisfaction metrics like NPS and CSAT.
- Analyze trends and provide strategic recommendations.
- Deliver regular reports to stakeholders, highlighting progress and challenges.
- 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.
- 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.
The ideal candidate will have strong communication and presentation skills, fluency in Arabic and English, and proficiency in CRM systems and data analysis tools.
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