Chief Patient Experience & AI-Driven CX Strategy

MedGrocer; Metro Manila; On-site; PHP 3,000,000 - 7,000,000; Full time

Job summary

MedGrocer in Makati City, Philippines, seeks a Head of Customer Experience to architect the patient journey across telehealth, pharmacy, and clinic touchpoints.

You will define the experience framework to drive long-term retention and service innovation, lead the enterprise CX roadmap, develop VoC programs, oversee AI-driven service delivery, and report to executive leadership to shape product strategy through behavioral insights.

Responsibilities

• Architect the patient journey across telehealth, pharmacy and clinic touchpoints.
• Define the experience framework to drive long-term retention and service innovation.
• Lead the enterprise CX roadmap and programs across channels.
• Develop VoC programs and analytics to inform decisions.
• Oversee AI-driven service delivery and report insights to executive leadership for product strategy.

Job description

MedGrocer in Makati City, Philippines, seeks a Head of Customer Experience to architect the patient journey across telehealth, pharmacy, and clinic touchpoints.

You will define the experience framework to drive long-term retention and service innovation, lead the enterprise CX roadmap, develop VoC programs, oversee AI-driven service delivery, and report to executive leadership to shape product strategy through behavioral insights.