Patient Experience Director
2 weeks ago
- Lead patient experience across a major healthcare network.
- Drive system-wide improvement and service excellence.
About Our Client
Our client is a major healthcare group in Saudi Arabia, recognized for its commitment to clinical excellence, continuous expansion, and service innovation. With a large multi-hospital network, the organization is investing heavily in elevating patient-centered care and implementing world-class experience standards. This role sits at the corporate level and works directly with senior leadership to influence strategy across all facilities.
Job Description
- Develop the patient experience strategic roadmap and ensure alignment with the group's corporate vision.
- Define departmental objectives, KPIs, and performance indicators, monitoring progress and reporting to senior leadership.
- Produce regular departmental performance reports and support the achievement of organizational goals.
- Lead annual budget planning for the department, ensuring alignment with strategic priorities.
- Monitor budget utilization, report progress, and identify initiatives that support financial performance or reduce operational risks.
- Stay updated on global patient experience trends and integrate best practices across the network.
- Ensure compliance with accreditation standards and relevant regulations.
- Build strong relationships with internal functions, promoting awareness of the patient experience mandate.
- Collaborate with cross-functional teams (Digital, Technology, Marketing, etc.) to implement systems supporting the PX strategy.
- Drive the development and alignment of standardized patient journeys across all facilities.
- Represent the department in committees and meetings related to patient-centered care.
- Oversee patient survey programs and manage participation in accreditation activities.
- Ensure consistent implementation of patient-focused programs across the network.
- Analyze survey data, dashboards, and performance indicators to identify strengths, gaps, and improvement opportunities.
- Develop corrective action plans for underperforming areas and lead continuous improvement initiatives
- Lead, mentor, and develop the patient experience team, ensuring alignment with departmental goals.
- Set performance objectives, conduct evaluations, and provide regular developmental feedback.
- Ensure team operations adhere to organizational policies and standards.
The Successful Applicant
A successful Patient Experience Director should have:
- 15+ years of relevant experience, with 10+ years in leadership roles within patient experience, service excellence, quality, or related healthcare functions.
- A Master's degree in Business, Marketing, Healthcare Management, or a related field (MBA preferred).
- Deep knowledge of patient experience methodologies, accreditation standards, and performance measurement tools.
- Strong analytical skills with a data-driven approach to decision making.
- Proven experience driving cultural transformation and large-scale patient-centered initiatives.
- Exceptional leadership, communication, and stakeholder management skills, with the ability to influence across complex healthcare environments.
- A passion for elevating service quality and delivering world-class patient experiences.
What's on Offer
- Monthly salary of SAR 55, ,000 per month
- A high-impact leadership position overseeing patient experience for a large multi-site healthcare network.
- Strong executive visibility and the ability to lead major improvement initiatives.
- Long-term career progression opportunities.
Contact: Lara Haidous
Quote job ref: JN
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