Experience Leader, VoC & Customer Transformation

Maxicare Healthcare Corporation; Philippines; On-site; PHP 2,000,000 - 3,000,000; Full time

Job summary

Maxicare Healthcare Corporation is seeking an Experience Manager to lead our customer-centric transformation. You will oversee the end-to-end customer experience strategy and guide a team of VoC Data Analysts, turning insights into actionable improvements across clinics, hospitals, and processes.

You'll champion data-driven change, coordinate cross-functional initiatives, and apply Lean Six Sigma, Design Thinking, and Agile practices to elevate our service delivery and customer outcomes.

Qualifications

• 6-8+ years in leadership roles within CX, data analytics, market research, or process improvement.
• Proven ability to lead and develop a team of analytical professionals.
• Strong strategic thinking linking customer data to business outcomes.
• Deep expertise in Lean Six Sigma methodologies and their application in service environments.
• Advanced proficiency in overseeing data analysis projects involving SQL, R, Python, and statistical modeling.
• Expertise in Design Thinking and Agile/Lean leadership practices.
• Exceptional communication, presentation, and stakeholder management skills.
• Experience with high-level data visualization strategy and tools (Tableau, Power BI).
• Relevant certifications (e.g., CCXP, Lean Six Sigma Black Belt, PMP) are highly preferred.

Responsibilities

• Direct the VoC feedback collection across all customer touchpoints and channels.
• Govern the prioritization framework to focus the team on the most critical issues and strategic opportunities.
• Bridge the gap between VoC data and executive-level strategy for clinic, hospital, and process improvements.

Skills

Leadership

VoC analytics

Data analytics

Lean Six Sigma

Design Thinking

Agile/Lean leadership

Stakeholder management

Communication

Tools

Tableau

Power BI

SQL

Python

R

Job description

Maxicare Healthcare Corporation is seeking an Experience Manager to lead our customer-centric transformation. You will oversee the end-to-end customer experience strategy and guide a team of VoC Data Analysts, turning insights into actionable improvements across clinics, hospitals, and processes.

You'll champion data-driven change, coordinate cross-functional initiatives, and apply Lean Six Sigma, Design Thinking, and Agile practices to elevate our service delivery and customer outcomes.