Head, Customer Care And Experience

Summary:

Head of Customer Care & Experience (CCX) is responsible for leading the end-to-end customer experience strategy within the hospital, focusing on service excellence, patient satisfaction, and continuous improvement. This role drives cultural transformation, operational enhancements, and customer engagement initiatives to ensure a consistent, high-quality patient journey aligned with KPJ standards.

Job Description:

1. Strategic Leadership & Governance

• Develop, implement, and continuously refine the hospital’s Customer Care & Experience (CCX) strategy aligned with organizational goals
• Establish governance frameworks, SOPs, and service standards across all patient touchpoints
• Act as the subject matter expert in customer experience and service quality within the hospital
• Drive a culture of service excellence and patient-centric mindset across all departments
• Ensure alignment with KPJ Way / Standard People Practices (SPP)

2. Service Quality Management & Training

• Design and implement comprehensive service quality programs across all departments
• Develop structured training modules focusing on communication, empathy, and service behavior
• Conduct regular service audits and training needs analysis (TNA)
• Lead behavioral transformation initiatives to improve patient interaction standards
• Coach and mentor department heads and frontliners on service excellence

3. Customer Journey & Experience Enhancement

• Map and analyze the end-to-end patient journey to identify pain points and improvement opportunities
• Drive initiatives to enhance patient experience at all touchpoints (registration, consultation, discharge, etc.)
• Oversee environment and ambiance improvements to enhance patient perception
• Ensure consistency of service delivery across all departments

4. Process Improvement & Operational Excellence

• Lead cross-functional process improvement initiatives to optimize service delivery efficiency
• Apply continuous improvement methodologies (e.g., Lean, Kaizen where applicable)
• Identify bottlenecks and implement corrective actions to improve turnaround time and service flow
• Collaborate with clinical and non-clinical teams to enhance operational workflows

5. Patient Feedback & Complaint Resolution (PCMS)

• Oversee the management of all patient feedback channels including complaints, compliments, and suggestions
• Ensure timely investigation, resolution, and closure of complaints
• Perform root cause analysis (RCA) and implement preventive measures
• Monitor trends and escalate critical issues to management when necessary

6. Customer Satisfaction & Data Analytics

• Lead monitoring and analysis of Customer Satisfaction Index (CSI) and Net Promoter Score (NPS)
• Develop dashboards and reporting mechanisms for performance tracking
• Translate data insights into actionable improvement plans
• Benchmark performance against industry standards and internal KPIs

7. Customer Engagement & Loyalty Programs

• Design and implement customer engagement and loyalty initiatives
• Develop strategies to enhance patient retention and repeat visits
• Monitor effectiveness of loyalty programs and recommend enhancements
• Collaborate with relevant stakeholders to strengthen patient relationships

8. Reporting & Performance Management

• Prepare and present monthly, quarterly, and ad-hoc reports to senior management and KPJ HQ
• Track departmental KPIs and ensure accountability for performance outcomes
• Provide insights and recommendations for continuous improvement

9. Leadership & Team Management

• Lead, manage, and develop the Customer Care & Experience team
• Set clear performance goals and conduct regular performance evaluations
• Build a high-performing, customer-centric team culture
• Provide coaching, mentoring, and succession planning

10. Compliance, Risk & Governance

• Ensure compliance with hospital policies, KPJ standards, and regulatory requirements
• Participate in risk management and quality improvement initiatives
• Ensure adherence to Occupational Safety & Health Act 1994
• Support accreditation requirements related to customer experience

11. Stakeholder Management

• Collaborate with internal stakeholders including hospital leadership, clinical teams, and support services
• Engage with external stakeholders such as patients, visitors, and vendors
• Influence stakeholders to drive customer experience improvements across the organization

Requirements:

• Degree in Business Administration / PR or Mass Communication or related field.
• Min 5 years’ experience gained in an operational healthcare setting.