Experience Manager

Maxicare; Makati; Presencial; PHP 900.000 - 1.100.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Descripción del empleo

4 - 6 Years

Manager

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. Sitting at the operational core of our Voice of the Customer (VoC) engine, this role goes beyond data collection to ensure customer feedback results in tangible corrective actions across digital platforms, clinics, hospitals, and support processes.

ABOUT THE ROLE

The Experience Manager focuses primarily on turning customer friction into completed operational fixes. While the role manages multi-channel feedback streams and Journey Performance Trackers, its core accountability is conducting root-cause diagnostics using quantitative analytics and process optimization tools to enforce cross-functional resolution, clinical service updates, and process improvements.

Responsibilities:

Tracks closed-loop complaint resolutions through frontline channels, monitoring SLA timelines and turnaround parameters across teams to ensure feedback leads to permanent corrective actions.

Partners with the Experience Manager to route urgent and recurring customer friction points to digital platform, clinical, hospital, and operational leads for swift workflow updates and service fixes.

Measures post-implementation success by monitoring CSAT/NPS recovery, reductions in complaint volumes, and resolution rates across updated touchpoints.

Analyzes multi-channel feedback, verbatim streams, and operational datasets using statistical and process improvement tools to isolate systemic bottlenecks and service gaps.

Collaborates with operational leads to draft Root Cause Analysis findings, providing the Experience Manager with data to justify process improvements or transformation projects.

Ingests multi-channel feedback feeds from digital platforms, clinics, operational units, and digital channels into central journey monitoring tools to maintain real-time sentiment visibility.

Leverages customer insights to help map current-state process flows, pinpoint service gaps, and assist in co-facilitating cross-functional alignment workshops.

Flags high-friction, complex issues for the Experience Manager when routine operational fixes are insufficient to resolve underlying problems.

Prepares draft progress reports, performance dashboards, and business impact analyses to keep leadership and cross-functional teams informed on VoC outcomes.

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.

WHAT YOU WILL DO

Feedback Ingestion & Journey Tracking

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.

Diagnostic Root-Cause Analysis

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.

Closed-Loop Resolution & Follow-Through

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.

Impact Monitoring & Stakeholder Reporting

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 .

Personal Attributes

Passionate about customer advocacy with a strong commitment to enforcing operational follow-through and closed-loop resolution.

Highly analytical with keen attention to detail when investigating operational friction points and customer datasets.

Possesses strong interpersonal and communication skills to work effectively alongside clinical, hospital, and frontline operational leads.

Self-motivated and organized, with the ability to manage multiple tracking channels while maintaining cross-functional accountability.

Job Snapshot

Updated Date

17-09-2026

Job ID

Job_509

Section/Unit

Customer Experience Transformation