Customer Experience Manager

Role overview

The Customer Experience Manager is responsible for leading the end-to-end customer journey across Sales and Support functions, ensuring operational excellence, high-quality service delivery, and alignment between customer experience and business outcomes. This role drives performance through KPIs, SLAs, QA standards, and cross-functional coordination. The role operates within a regulated healthcare environment and is expected to uphold patient safety, data privacy, and clinical compliance standards at all times.

Key responsibilities

1. Customer journey ownership
Own end-to-end customer experience across Sales and Support
Ensure consistent service quality across all touchpoints
Identify and remove friction points in the customer journey
Ensure all customer interactions meet applicable healthcare regulations and patient safety requirements (e.g. HIPAA, local health authority guidelines)

2. Team leadership & performance management
Lead Sales and Support Team Leads to drive accountability
Monitor team performance against KPIs and SLAs
Conduct performance reviews and drive continuous improvement
Oversee onboarding, coaching, and ongoing training - including mandatory healthcare compliance and clinical sensitivity training

3. KPI, SLA & quality management
Define and track KPIs, SLAs, and QA standards
Ensure adherence to service quality benchmarks
Analyze performance data and drive corrective actions
Maintain QA frameworks that include clinical accuracy, safeguarding protocols, and appropriate triage/escalation to clinical staff where required

4. Escalation management
Manage high-priority customer escalations
Ensure timely resolution of critical cases
Coordinate with internal stakeholders for issue closure
Identify and escalate safeguarding concerns or patient safety incidents to the appropriate clinical or compliance teams without delay

5. Cross-functional coordination
Align with medical, product, and operations teams
Ensure updates in protocols are reflected in customer workflows
Facilitate smooth communication between departments
Work closely with clinical governance and compliance teams to ensure contact centre processes remain audit-ready and adhere to relevant regulatory standards

6. Workforce & capacity planning
Forecast contact volumes and manage staffing levels to maintain SLA targets
Oversee scheduling, shift planning, and real-time resource management
Partner with HR on hiring, attrition management, and headcount planning

Candidate requirements

Minimum 4+ years of experience in Customer Experience, Operations, or Contact Center leadership
Proven experience managing Sales and/or Customer Support teams
Strong understanding of KPIs, SLAs, QA frameworks, and CRM systems
Excellent stakeholder management and cross-functional coordination skills
Strong analytical and data-driven decision-making ability
Ability to manage escalations and high-pressure operational environments
Working knowledge of data privacy regulations relevant to healthcare (e.g. HIPAA, GDPR, or local equivalents)
Demonstrated ability to manage and develop large teams (10+ agents), including Team Lead layers

Preferred qualifications

Medical or healthcare background preferred (strong advantage)
Experience in healthcare, wellness, or clinical operations environments
Familiarity with patient journey management or clinical service workflows
Experience in building or scaling customer experience functions
Knowledge of workforce management tools (e.g. Verint, Genesys, NICE)
Experience working within accredited or regulated health services (e.g. CQC, JCI, or equivalent)

Key KPIs

• CSAT / NPS
• Customer wait time (response + queue time)
• Ticket resolution time (TAT)
• Complaint rate
• QA score (accuracy, compliance, SOP adherence)
• SLA adherence rate
• Conversion rate (Sales impact)
• Retention / repeat engagement rate
• Team performance metrics (Sales & Support)
• Safeguarding escalation response time
• Clinical accuracy rate (% of interactions correctly triaged or signposted)
• Abandoned call / contact rate
• Agent attrition rate
• Compliance audit pass rate