Customer Experience Manager

About the role

The Customer Experience Manager will lead the hospital’s patient‑centred service strategy, ensuring high‑quality interactions across all touch points and driving continuous improvement in patient satisfaction.

Key responsibilities

• Provide excellent verbal and written communication with patients and staff.
• Lead, coach, and manage a multidisciplinary team to deliver superior customer service.
• Apply high emotional intelligence, empathy, and professionalism in all patient interactions.
• Resolve conflicts and solve problems swiftly to maintain a positive experience.
• Analyze patient feedback and implement service‑improvement initiatives.
• Make organized, decisive decisions and collaborate with internal and external stakeholders.

Required profile

• Bachelor's degree in Healthcare Management, Business Administration, Communications, or a related field.
• Minimum five years of relevant experience, including at least two years in a leadership role within a comparable organization.
• Strong understanding of customer service principles, patient engagement, and service recovery processes.
• Knowledge of hospital operations, patient care workflows, and healthcare compliance standards.

Required skills