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.