Head - Customer Experience - Healthcare

Scrabble has been mandated to hire a Head Customer Experience for a fast-growing healthcare service provider. The role will be based out of Hyderabad.

Job Responsibilities

- Serve as an influential expert on the client experience/engagement fundamentals

- Focus on communication aspect of the clients, review feedback and work out strategies/plan/create holistic solutions to improve the experience

- Client journey mapping

- Implement changes that addresses client queries/needs/complaints/concerns

- Segmentation of clients into meaningful groups

- Increase client satisfaction, loyalty and advocacy

- Increase Net Promoter Score (NPS), Client Satisfaction (CSAT), Client Engagement Score (CES)

- Track client experiences across online and offline channels and touch points.

- Align client experience strategies with the marketing initiatives

- Analyze patient satisfaction metrics to track and monitor satisfaction/engagement trends. Effectively interpret and explain patient experience data to internal stake holders.

- Identify gaps/opportunities for service & engagement improvement, and develop and implement recommended action to improve the patient experience.

- Work collaboratively with multidisciplinary teams to develop action plans and execute department and/or service line specific initiatives.

- Make visits to all the units of the organization to understand the service trends, patient experience, and leakages, formulate and implement strategies.

- Interaction with internal departments

- MIS & reports

Skills & Ability Required

- 10 to 15 years of experience in Customer/Client experience role from Hospitality, Healthcare, Airlines, Retail & Banking industry with an MBA degree.

- Excellent communication skills (spoken & written)

- Enthusiastic, proactive, flexible and constructive approach.

- Strong organization, project management skills

- Ability to work with and engage staff at all levels within the organization.

- Problem-solving, analytical skills and attention to detailing

- Ability to multitask and prioritize daily workload

- Ability to work independently in a collaborative environment