Customer Experience Strategist

4 days ago

Riyadh, Ar Riyāḑ, Saudi Arabia Qataryello Full time

Transform the patient experience at Qataryello, a leading health care group in Saudi Arabia. We're seeking an experienced Customer Experience Leader to drive our transformation program and ensure seamless service delivery across all touchpoints.

About the Role

This is a pivotal opportunity for a customer-centric professional to join our team and make a lasting impact on patient satisfaction, loyalty, and brand image. As a key member of our organization, you will lead initiatives to enhance patient communication, interactions, and overall experience.

Main Responsibilities
  1. Patient Journey Mapping and Analysis:
    • Develop thorough patient journey maps to identify key touchpoints and areas for improvement.
    • Analyze patient feedback, surveys, and complaints to pinpoint opportunities for growth.
    • Use data-driven insights to prioritize initiatives and measure their effectiveness.
  2. Customer Service and Hospitality Enhancement:
    • Lead the development of customer-friendly hospital environments, focusing on:
    • Optimizing waiting area experiences.
    • Enhancing patient communication and interactions.
    • Providing training on customer service best practices.
    • Introducing spa-like comfort features.
  3. Collaborate with the Marketing team to promote these enhancements.
Feedback and Complaint Management:
  • Establish robust systems for capturing and resolving patient feedback through:
  • Online surveys, comment cards, and 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.
  • Develop 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.

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