Patient Experience & Service Excellence Lead

IHH Healthcare Malaysia; Kuala Lumpur; On-site; MYR 89,000 - 179,000; Full time

Job summary

IHH Healthcare Malaysia is seeking a Service Excellence Manager to lead initiatives that enhance patient experience, measure satisfaction, and drive continuous improvement across clinical and non-clinical teams. You will develop training, implement service quality audits, and partner with senior leadership to align service metrics with business goals.

You will drive annual service excellence programs, engage staff, and promote a customer-centric culture through people, processes and technology

Qualifications

• Strong analytical skills with effective communication to senior management.
• Leadership experience to develop a customer-centric culture.
• Expertise in service metrics (NPS, CES, CSAT) and related tools.
• 5–10 years in operational excellence or customer service in healthcare/hospitality.
• Bachelor's degree or equivalent; advanced degree preferred.

Responsibilities

• Lead development and implementation of service excellence programs.
• Plan and deliver patient experience initiatives and training.
• conduct annual service quality audits to ensure compliance and effectiveness.
• Collaborate with clinical and non-clinical teams to improve service delivery.
• Monitor performance, coach staff, and drive continuous improvement.

Skills

Analytical skills

Leadership

NPS/CES/CSAT expertise

Healthcare industry experience

Communication skills

Travel willingness

Customer satisfaction focus

Regulatory familiarity

Proficiency in Microsoft Office

Education

Bachelor's degree or equivalent

Advanced degree preferred

Tools

Microsoft Office Suite (Excel, Word, PowerPoint)

Job description

IHH Healthcare Malaysia is seeking a Service Excellence Manager to lead initiatives that enhance patient experience, measure satisfaction, and drive continuous improvement across clinical and non-clinical teams. You will develop training, implement service quality audits, and partner with senior leadership to align service metrics with business goals.

You will drive annual service excellence programs, engage staff, and promote a customer-centric culture through people, processes and technology