VP Customer Experience

AT Recruitment (ATR); Jawa Barat; On-site; IDR 2.504.173.000 - 3.338.899.000; Full time

Job summary

A leading healthcare recruitment firm is looking for a Vice President of Customer Experience in Indonesia, Jawa Barat. This executive role will lead the enterprise-wide customer experience strategy, enhance the patient journey, and foster a patient-centric culture. Ideal candidates will have over 10 years of leadership experience in customer/patient care, preferably within healthcare. This position offers a competitive salary of $150,000–$200,000 plus benefits and the option for a performance bonus of up to 30%.

Benefits

401(k) with 4% company match

Unlimited PTO

Comprehensive benefits package

Qualifications

• 10+ years of customer/patient experience or customer care leadership; healthcare experience strongly preferred.
• 5+ years in senior or executive leadership roles.
• Proven ability to lead large, cross-functional teams and enterprise-level initiatives.

Responsibilities

• Lead and develop Directors and Customer Care leaders across various departments.
• Develop and execute a unified customer/patient experience strategy aligned with business goals.
• Own the end-to-end patient journey across digital and customer support channels.

Skills

Leadership

Customer Experience Strategy

Patient Engagement

Cross-Functional Collaboration

Analytical Skills

Education

Bachelor’s degree

MBA or advanced degree preferred

Tools

Talkdesk

Job description

Position: Vice President, Customer Experience / Patient Experience

Location: City of Industry, CA (Travel Required)

Industry: Healthcare

Compensation: $150,000–$200,000 base + up to 30% bonus

Overview

Our well-established and growing healthcare client is seeking a Vice President of Customer Experience / Patient Experience to lead enterprise-wide CX strategy across Pediatrics, Resupply, and Managed Care. This executive role is responsible for shaping a patient-centric culture, optimizing the end-to-end patient journey, and driving measurable improvements in satisfaction, loyalty, and retention. The role includes travel to regional offices and client sites.

Key Responsibilities

Leadership & Team Development

• Lead and develop Directors and Customer Care leaders across Pediatrics, Resupply, Managed Care, and Field Customer Care
• Drive a culture of continuous improvement through coaching, performance management, and training

Customer & Patient Experience Strategy

• Develop and execute a unified customer/patient experience strategy aligned with business goals and company values
• Establish CX standards, best practices, and governance across all lines of business

Patient Journey & Engagement

• Own the end-to-end patient journey across digital, in-person, and customer support channels
<>Partner with Marketing, Operations, IT, and Customer Service to embed patient and referral needs throughout the lifecycle

Cross-Functional Collaboration & Innovation

• Collaborate with senior leaders to ensure products, services, and processes meet patient and referral expectations
• Identify and implement process, technology, and experience improvements to drive efficiency and competitiveness

Insights, Metrics & Retention

• Champion the voice of the customer using feedback, analytics, and CX insights
• Improve and report on key metrics including NPS, CSAT, retention, and lifetime value
• Define KPIs and present outcomes to executive leadership

Technology & Enablement

• Support the implementation and optimization of Talkdesk
• Partner with IT and subject matter experts to drive training, adoption, and continuous improvement

Compliance & Policy

• Develop and maintain customer care policies and procedures in compliance with regulatory and company standards

Qualifications

• Bachelor’s degree required; MBA or advanced degree preferred (or equivalent experience)
• 10+ years of customer/patient experience or customer care leadership; healthcare experience strongly preferred
• 5+ years in senior or executive leadership roles
• 4+ years of Brightree experience (conversion experience a plus)
• 4+ years in DME and Respiratory Care
• Proven ability to lead large, cross-functional teams and enterprise-level initiatives
• Strong executive presence with excellent communication and analytical skills
• Experience with customer care platforms and CX technologies

Compensation & Benefits

• Base Salary: $150,000–$200,000 (DOE)
• Performance Bonus: Up to 30%
• 401(k) with 4% company match
• Unlimited PTO
• Comprehensive benefits package and more

Employment contingent upon completion of background, reference, and applicable pre-employment screenings.