Head of Customer Experience

Role Summary

The Head of Customer Experience will lead the design and delivery of outstanding, consistent customer journeys across our clinics and digital channels. This role is accountable for setting the customer experience strategy, defining service standards and processes, and partnering with Clinic Operations, Marketing to drive improvements in patient satisfaction, retention, and lifetime value. The role requires a strategic leader who is hands-on in implementing CX programs, coaching frontline teams, and using data and feedback to continuously enhance the patient experience.

Key Responsibilities

• Create and execute a patient-focused customer service strategy that fosters loyalty, trust and high patient satisfaction.

• Analyse the entire patient journey, from scheduling appointments to post treatment follow-up, identifying pain points and areas for improvement.

• Recruite, hire, train and manage a deducated customer service team, including front-desk and patient support staff, ensuring they embody empathy and professionalism in patient interactions.

• Design and conduct training programs specific to dental care, emphasizing patient communication, understanding of dental procedures, and use of dental terminology.

• Set and monitor quality sandards ensuring consistent patient-centered service, timely communication, and a positive environment in all patient interactions.

• Track and evaluate team performance, providing feedback and coaching to continually improve service levels and patient satisfaction.

• Implement and manage a Patient Relationship Management (PRM) system to document patient interactions, treatment journey and preferences, supporting personalized care.

• Regularly measure patient satisfaction through feedback, surveys and other metrics, using insights to drive service enhancements.

• Supervise the handling of patient complaints, appointment requests, and inquries, ensuring swift and compassionate resolution.

• Collaborate with clinical, marketing, and operations teams to streamline patient experiences, coordinate care, and improve communication at every step.

Requirements

• Bachelor’s degree in Business, Marketing, Healthcare Management, or related field; advanced degree is an advantage.

• 8+ years of progressive experience in customer experience, customer service operations, or patient experience roles, with at least 3 years in a leadership capacity.

• Experience in healthcare, clinic, or service-oriented environments is highly desired.

• Proven track record of designing and executing CX strategies, driving measurable improvements in satisfaction and retention.

• Strong analytical skills and experience using CX metrics, CRM, and clinic management systems to inform decisions.

• Excellent interpersonal, coaching, and stakeholder management skills; able to influence cross-functional partners.

• Customer-focused mindset, empathetic communicator, and calm under pressure.

• Proficient with Microsoft Office; familiarity with CX platforms, survey tools, and analytics dashboards is preferred.

• Knowledge of data privacy and PDPA considerations in patient communications.

Staff Benefits

• Annual Leave, Birthday Leave, and Family Care Leave

• AWS and Performance Bonus

• Medical and Dental Benefits