Senior/ Executive, Customer Experience Management

In this role, the incumbent works closely with internal and external stakeholders to drive service improvement initiatives across all business units.

Responsibilities:

• Lead the end-to-end process of customer feedback management.

• Systematically tabulate and analyse the feedback data to identify trends, root causes of dissatisfaction, and opportunities for service enhancement.

• Develop and present actionable insights and strategies that are aligned with customer expectations.

• Responsible for compiling and presenting a monthly customer feedback report, consolidating key findings, recommendations, and follow-up actions to management and relevant stakeholders.

• Conduct regular service observation rounds at clinics to assess adherence to the organisation’s service standards and protocols.

• Conduct service engagement rounds with clinic supervisors to provide on-the-ground feedback, support capability building, and co-develop solutions that uplift service delivery.

• Collaborate with cross-functional teams to initiate and implement customer service improvement initiatives based on data-driven insights.

• Track the progress and outcomes of these initiatives to ensure sustained improvements in customer experience.

• Oversee and manage the organisation’s service recognition programme to ensure that instances of outstanding service are acknowledged and celebrated.

• Stay abreast of industry trends and emerging best practices to continuously enhance the customer experience and drive improvements in work processes and service delivery.

• Provide administrative and operational support to the department in areas such as project coordination, event planning, and logistical arrangements.

• Undertake additional responsibilities and ad-hoc tasks as assigned by the Supervisor, demonstrating flexibility and a positive, can-do attitude.

Requirements:

• Possess a recognized university degree in a relevant field of study (e.g. Business, Communications, Healthcare Management, or related disciplines).

• At least 3 years of relevant experience in customer experience, service quality, or similar roles is preferred and will be considered an advantage.

• Strong interpersonal and communication skills, with confidence in engaging stakeholders at all levels.

• Customer-focused mindset with the ability to empathize, problem-solve, and act with discretion and professionalism.

• Analytical and detail-oriented, with experience in feedback analysis, reporting, and presentation.

• Proficient in using digital tools for surveys, data management, and reporting.

• Demonstrated ability to work independently and exercise sound judgment with minimal supervision, while remaining a proactive and collaborative team player, even in fast-paced or challenging environments

Kindly note that only shortlisted candidates will be contacted.