Experience Transformation Specialist
6 days ago
We are seeking an Experience Transformation Specialist to join our team at Omanyp, a leading health care group in Saudi Arabia. The successful candidate will lead the customer experience transformation program in Riyadh, driving the patient journey across all touchpoints.
The role involves developing and implementing strategies to enhance patient satisfaction and loyalty, as well as promoting a strong brand image. Key responsibilities include:
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.
- Customer Service and Hospitality Enhancement:
- Lead initiatives to enhance customer hospitality and experience, focusing on optimizing waiting area experiences and improving patient communication and interactions.
- 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, and review platforms.
- Address systemic issues by tracking complaint trends and root causes.
- 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.
- 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.
- Team Management and Development:
- Lead the customer experience team, fostering a culture of excellence and accountability.
- Develop training programs to enhance team capabilities.
The ideal candidate will have expertise in journey mapping, feedback management, and service quality improvement. Additionally, proficiency in CRM systems and data analysis tools, strong communication and presentation skills, and fluency in Arabic and English are required.
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