SENIOR EXECUTIVE, CUSTOMER CARE & EXPERIENCE

KPJ Selangor Specialist Hospital; Malaysia; On-site; MYR 72,000 - 108,000; Full time

Job summary

KPJ Selangor Specialist Hospital is seeking a Senior Executive of Experience Design to support the Deputy Manager in designing and monitoring end-to-end customer journey initiatives across hospital touchpoints.

You will help enhance experiences, develop service programs, engage stakeholders, and coordinate cross-functional efforts, including multilingual and inclusive service design, with a focus on actionable improvements and CX metrics.

Qualifications

• Bachelor’s degree in any related field.
• Professional certificate in PR and Customer Service is an added advantage.

Responsibilities

• Support end-to-end (E2E) customer journey initiatives, including planning, execution, and ongoing improvements.
• Conduct touchpoint and service gap analysis to identify opportunities for experience enhancements.
• Assist in designing and enhancing processes to incorporate diversity and inclusivity elements, such as multilingual support, signage improvements, and accessible service design.
• Coordinate customer experience analysis and support the development of actionable improvement plans.
• Contribute to outbound communication strategies and experience mapping initiatives.
• Assist in the development and implementation of high-level service recovery modules and service design content.
• Support targeted customer care initiatives for specific groups, including consultants, management, and outsourced partners.
• Contribute to the planning and execution of customer service programs covering BIM, multilingual support, and enhanced visibility initiatives.
• Monitor and evaluate program effectiveness, preparing insights and reports for management review.
• Support the implementation of group customer and CCX engagement initiatives, including planning and coordination activities.
• Assist in handling Google Reviews, and Customer Experience (CX) Day activities, ensuring timely coordination and follow-up.
• Coordinate and support group meetings, workshops, and engagement sessions with internal and external stakeholders.
• Work closely with internal teams and external partners to ensure seamless execution of experience design initiatives.
• Provide operational and administrative support to the Deputy Manager (Experience Design) including documentation, reporting, and project coordination.
• Support continuous improvement efforts by gathering customer insights and translating them into actionable recommendations

Skills

Communication skills

People skills

Project coordination

Analytical skills

CX metrics

Service recovery

Social media monitoring tools

Education

Bachelor’s degree in any related field

Professional certificate in PR and Customer Service

Tools

Excel

PowerPoint

Job description

GENERAL DESCRIPTION :

The Senior Executive of XD plays a key role in supporting the Deputy Manager in designing, implementing, and monitoring end-to-end customer journey initiatives.

This role focuses on experience enhancement, customer engagement, service program development, and cross-functional collaboration to ensure consistent, inclusive, and high-quality customer experiences across all touchpoints

JOB DESCRIPTION :

1. Experience Enhancements & Journey Design

• Support end-to-end (E2E) customer journey initiatives, including planning, execution, and ongoing improvements.
• Conduct touchpoint and service gap analysis to identify opportunities for experience enhancements.
• Assist in designing and enhancing processes to incorporate diversity and inclusivity elements, such as multilingual support, signage improvements, and accessible service design.
• Coordinate customer experience analysis and support the development of actionable improvement plans.
• Contribute to outbound communication strategies and experience mapping initiatives.

2. Advanced Customer Service Programs

• Assist in the development and implementation of high-level service recovery modules and service design content.
• Support targeted customer care initiatives for specific groups, including consultants, management, and outsourced partners.
• Contribute to the planning and execution of customer service programs covering BIM, multilingual support, and enhanced visibility initiatives.
• Monitor and evaluate program effectiveness, preparing insights and reports for management review.

3. Group Customer Engagement & Assessment

• Support the implementation of group customer and CCX engagement initiatives, including planning and coordination activities.
• Assist in handling Google Reviews, and Customer Experience (CX) Day activities, ensuring timely coordination and follow-up.
• Coordinate and support group meetings, workshops, and engagement sessions with internal and external stakeholders.

4. Collaboration & Support

• Work closely with internal teams and external partners to ensure seamless execution of experience design initiatives.
• Provide operational and administrative support to the Deputy Manager (Experience Design) including documentation, reporting, and project coordination.
• Support continuous improvement efforts by gathering customer insights and translating them into actionable recommendations

JOB REQUIREMENT :

Qualifications:

• Bachelor’s degree in any related field.
• Professional certificate in PR and Customer Service are added advantage

Experience:

• Minimum 3 year of experience in relevant field
• Experience in service providers industry, hotelier or healthcare
• Exceptional people skill and excellent communication skill.
• Strong Excel and PowerPoint skills

Key Competencies:

• Strong analytical skills with the ability to interpret customer data and
  experience insights.
• Excellent communication and stakeholder management skills.
• Good coordination and project management capabilities.
• Knowledge of service recovery frameworks, CX metrics, and social
  media monitoring tools is an advantage.
• High attention to detail, proactive mindset, and ability to work in a fast-paced environment