MANAGER, GROUP CUSTOMER EXPERIENCE & ANALYTICS - Fast Hire

Position Summary 

The Manager is responsible support the Head of Customer Experience to build a customer-centric organisation together with different stakeholders, optimising strategies on improving all patient touchpoints online and offline. This role must have genuine passion to ensure positive patient experience and services to deepen relationships to achieve our ambitious patient goals. This role requires a blend of analytical skills, strong project management skills, interpersonal abilities, and a deep understanding of customer behaviour and expectations. 

What You'll Do

• To devise and implement a plan to improve patient different touchpoints and pain points, including online and physically in the hospital.
• To consistently and proactively analyse CX performance ie Net Promoter Score, customer satisfaction scores, sentiment analysis etc. 
• Actively monitor and benchmark customer experience market practices across healthcare industry to implement customer experience standards reflecting customer needs, market needs, and internal priorities.
• To establish and manage patient advocacy programmes to harness the power of satisfied customers in promoting the brand.
• To work closely with various departments, including marketing, Hospitality, HR, IT and other medical practitioners to ensure seamless and exceptional patient fronting experiences.
• To manage the customer relationship management (CRM) software and other customer experience technologies and / or Martech.
• To identify and implement innovative technologies or processes that can improve customer interactions and satisfaction.
• Support the coordination across various departments to ensure seamless launch and execution of assigned projects/ programs in each channel.
• Manage third party vendors as necessary to support successful execution.

Who You Are

Here are what it takes to excel in this role - a combination of skills, qualities, and experiences. 

• Bachelor's Degree, Post Graduate or Diploma in Healthcare Management, Business Management, Marketing, Hospitality or equivalent.
• Min 3 year(s) of operational working experience in Customer Experience or related fields such as customer service, marketing, or operation roles. 
• Excellent communication (both written and verbal), influencing and negotiation skills, required to cooperate with a wide range of internal and external stakeholders combined with driven and assertive personality. High energy and a positive outlook with the passion to make things better at every opportunity.
• Possess relevant certifications or advanced education in areas like customer experience management, Lean, Kaizen, Six Sigma, and Design Thinking will be an advantage.
• Proficient in English, Bahasa Melayu and Microsoft Office (Excel, Powerpoint).
• Track record in delivering multiple cross functional customer experience initiatives simultaneously and meet deadlines. 
• Self-starter who possesses exceptional time management skills, has strong attention to detail and financial acumen.
• Strong analytical skills and an ability to work with and make sense of numbers and customer data / feedback to derive meaningful insights, identify trends, patterns, and areas for improvement leveraging on data analytics platforms.
• Familiar with customer experience management tools such as customer relationship management (CRM) systems to do customer segmentation and roll out successful communication campaigns.
• Able to effectively manage, motivate and influence teams individually and through others.
• Assume other activities and responsibilities from time to time as directed/assigned.