Head of Patient Experience & Service Excellence

Monroe Consulting Group; Jakarta Pusat; On-site; IDR 900,000,000 - 1,300,000,000; Full time

Job summary

Monroe Consulting Group, an executive recruitment firm, partners with a leading healthcare organisation in Jakarta, Indonesia to hire a Patient Experience Director. You will shape the patient experience strategy across the organisation, building a best-in-class function and leading service excellence.

You will design end-to-end patient journeys, establish standards, monitor feedback, and collaborate with clinical, operational and support teams to elevate satisfaction, loyalty, and overall

Qualifications

• Senior leadership experience in Patient Experience or related fields.
• Experience in premium private hospitals or healthcare is preferred.
• Proven ability to build or transform service excellence functions.
• Ability to lead cross-functional teams and set standards.

Responsibilities

• Develop and lead the overall Patient Experience strategy aligned to vision and premium service positioning.
• Build the Patient Experience function and team from the ground up with standards and KPIs.
• Design end-to-end patient journeys across all touchpoints for high-quality experiences.
• Establish service excellence frameworks, SOPs, and measurement processes.
• Monitor feedback and metrics, driving improvement actions.
• Collaborate with clinical, operational, commercial and support functions to embed patient-centric culture.
• Lead service transformation initiatives to strengthen engagement and loyalty.
• Provide strategic recommendations to the CEO on trends and priorities.

Skills

Leadership

Communication

Stakeholder management

Strategic thinking

Execution

Relationship building

Customer-centric mindset

Education

Bachelor's degree in Healthcare Management

Job description

Monroe Consulting Group, an executive recruitment firm, partners with a leading healthcare organisation in Jakarta, Indonesia to hire a Patient Experience Director. You will shape the patient experience strategy across the organisation, building a best-in-class function and leading service excellence.

You will design end-to-end patient journeys, establish standards, monitor feedback, and collaborate with clinical, operational and support teams to elevate satisfaction, loyalty, and overall