Experience Architect: VoC & Operations Fixes

Maxicare; Makati; On-site; PHP 900,000 - 1,100,000; Full time

Job summary

Maxicare Healthcare Corporation is seeking an Experience Manager (AM) to support our Experience team in driving operational follow-through and closed-loop complaint resolution across digital platforms, clinics, hospitals, and support processes.

The role centers on root-cause diagnostics, cross-functional alignment, and building data-driven improvements to reduce friction, monitor CSAT/NPS, and ensure rapid, sustainable service fixes.

Qualifications

• 4-6 years of experience in customer experience (CX), Voice of the Customer (VoC) operations, process improvement, or operational data analysis—preferably within healthcare, insurance, or service operations.
• Bachelor’s degree in Business, Industrial Engineering, Statistics, Communications, or a related field.
• Proven capability in quantitative and qualitative data analysis, using data to uncover root causes and operational bottlenecks.
• Familiarity with process improvement methodologies (e.g., Lean Six Sigma, root cause analysis frameworks, continuous improvement) to support operational fixes.
• Experience maintaining customer journey tracking tools, operational dashboards, and feedback management systems.
• Proficiency in data visualization tools and presentation software to translate complex data into clear stakeholder updates.

Responsibilities

• Ingests multi-channel feedback feeds across clinics, hospitals, and digital platforms into central journey monitoring tools.
• Aggregates touchpoint datasets (CSAT/NPS, verbatims) and categorizes operational themes to flag emerging customer friction points.
• Analyzes feedback data using process improvement and statistical tools to pinpoint underlying service bottlenecks.
• Partners with key stakeholders to draft Root Cause Analysis (RCA) reports, providing data to justify process improvements.
• Tracks complaint resolutions through frontline channels, monitoring SLA timelines to enforce accountability across teams.
• Assists the Experience Manager in routing urgent friction points to clinical and service leads for swift operational fixes.
• Measures post-fix recovery in CSAT/NPS, drops in complaint volumes, and resolution rates across updated touchpoints.
• Drafts performance dashboards and progress reports to keep leadership aligned on Voice of Customer outcomes.

Job description

Maxicare Healthcare Corporation is seeking an Experience Manager (AM) to support our Experience team in driving operational follow-through and closed-loop complaint resolution across digital platforms, clinics, hospitals, and support processes.

The role centers on root-cause diagnostics, cross-functional alignment, and building data-driven improvements to reduce friction, monitor CSAT/NPS, and ensure rapid, sustainable service fixes.