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Healthcare Service Design Director

1 week ago

Riyadh, Ar Riyāḑ, Saudi Arabia Omanyp Full time

Omanyp, a leading healthcare group in Saudi Arabia, is seeking an experienced Customer Experience Leader to join our team. In this role, you will lead the Customer Experience transformation program and drive transformative change.

You will analyze patient feedback, surveys, and complaints to identify areas for improvement and work closely with the Marketing team to promote enhancements. Additionally, you will collaborate with operational teams for corrective measures and continuous improvement.

Key Responsibilities
  1. 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.
Customer Service and Hospitality Enhancement:
  • 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.
Feedback and Complaint Management:
  • 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.
Standardization and Quality Control:
  • 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.
Performance Measurement and Reporting:
  • Track key satisfaction metrics like NPS and CSAT.
  • Analyze trends and provide strategic recommendations.
  • Deliver regular reports to stakeholders, highlighting progress and challenges.
Cross-Functional Collaboration:
  • 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.
Team Management and Development:
  • 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 expertise in journey mapping, feedback management, and service quality improvement, as well as proficiency in CRM systems and data analysis tools.