Patient Experience Director (Healthcare)

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, is partnering with a leading organisation in the Healthcare sector to hire a Patient Experience Director. This opportunity is based in Jakarta, Indonesia. The role offers the opportunity to shape and lead a world-class patient experience function, driving service excellence, patient satisfaction, and organisational performance across a leading healthcare institution.

Position Overview

Lead the development and execution of the organisation's patient experience strategy, ensuring exceptional service delivery across every stage of the patient journey. Drive a patient-centric culture and build a best-in-class Patient Experience function that enhances satisfaction, loyalty, and service excellence.

Key Responsibilities

• Develop and lead the overall Patient Experience and Service Excellence strategy, aligned with the organization's vision and premium service positioning.
• Build the Patient Experience function and team from the ground up, including structure, capabilities, service standards, and performance indicators.
• Design and continuously improve the end-to-end patient journey, ensuring a seamless and high-quality experience across all patient touchpoints.
• Establish and implement service excellence standards, SOPs, and patient experience frameworks across the organization.
• Monitor patient feedback, satisfaction, complaints, and experience metrics to identify improvement opportunities and drive measurable actions.
• Work closely with clinical, operational, commercial, and support functions to embed a strong patient-centric and service-oriented culture throughout the organization.
• Lead service improvement and transformation initiatives to strengthen patient engagement, loyalty, and overall experience.
• Provide strategic recommendations to the President Director/CEO on patient experience trends, performance, and improvement priorities.

Key Requirements

Qualifications & Experience

• Bachelor's degree in Healthcare Management, Hospitality, Business, Communications, or a related field; postgraduate qualification is an advantage.
• Proven senior leadership experience in Patient Experience, Customer Experience, Service Excellence, Hospitality, or related functions.
• Experience within a premium private hospital or healthcare organization is strongly preferred; candidates from other premium service industries may also be considered.
• Demonstrated experience in building or transforming service excellence/customer experience functions, standards, and teams.

Technical / Functional Expertise

• Strong understanding of customer journey design, service standards, feedback management, and experience measurement.
• Experience developing and implementing patient experience strategies and service excellence frameworks.
• Ability to design, monitor, and improve end-to-end customer or patient journeys across multiple touchpoints.
• Experience establishing performance indicators and measuring service quality outcomes.
• Capability to lead service transformation initiatives and drive continuous improvement programmes.
• Experience analysing patient feedback, satisfaction metrics, complaints, and service performance data to identify improvement opportunities.

Soft Skills & Leadership Competencies

• Highly passionate about service excellence and creating exceptional customer/patient experiences.
• Strong leadership, communication, influencing, and cross-functional stakeholder management skills.
• Strategic mindset with the ability to translate concepts into practical, measurable service improvements.
• Hands-on approach with a strong focus on execution and results.
• Excellent relationship-building and collaboration skills across organisational levels.
• Strong customer-centric mindset and commitment to continuous improvement.