Head of Customer Experience | Makati

MedGrocer; Makati; On-site; PHP 4,000,000 - 8,000,000; Full time

Benefits offered by this job

Performance incentives

Career progression

Growth opportunities

Health benefits

Paid time off

Job summary

MedGrocer is seeking a Head of Customer Experience to architect the patient journey across telehealth, pharmacy, and clinic touchpoints. You will define the enterprise CX framework, drive data-driven pivots, and lead AI-enabled service delivery scaling while upholding global quality standards.

You will champion patient advocacy, influence product strategy, and collaborate with cross-functional teams to improve retention and satisfaction across millions of lives in the Philippines.

Qualifications

• Bachelor's degree in Business, Communications, or a related field.
• 6-12 years of experience in customer experience leadership, ideally in high-growth tech or healthcare.
• Proven track record of designing and scaling service ecosystems for large-scale operations.
• Mastery of CRM systems and advanced data analytics.
• Must work onsite in Makati City.

Responsibilities

• Design and govern the enterprise-wide patient experience roadmap, ensuring a seamless journey across telehealth, pharmacy, and clinic touchpoints.
• Architect sophisticated customer health scoring and voice-of-the-customer (VoC) frameworks to drive data-driven product and service pivots.
• Lead the digital transformation of service delivery by integrating AI, automated workflows, and CRM systems to scale support without losing quality.
• Establish global service level benchmarks and quality assurance standards that align with international healthcare excellence.
• Serve as the executive advocate for the patient, influencing product development and operational strategy based on deep behavioral insights.

Skills

Leadership

Data analytics

Customer experience strategy

Stakeholder management

Education

Bachelor's degree in Business or related field

Tools

CRM systems

Job description

MedGrocer's digitally-enabled medicine programs, telehealth services, and corporate clinic medical staff work with hundreds of employers and pharma companies to improve the physical and mental health of over one million Filipinos every year.

The Head of Customer Experience is the visionary architect of the patient journey. You define the holistic experience framework that ensures MedGrocer remains the most trusted health partner for patients, focusing on long-term retention and service innovation.

Key Responsibilities

• Design and govern the enterprise-wide patient experience roadmap, ensuring a seamless journey across telehealth, pharmacy, and clinic touchpoints.

• Architect sophisticated customer health scoring and voice-of-the-customer (VoC) frameworks to drive data-driven product and service pivots.

• Lead the digital transformation of service delivery by integrating AI, automated workflows, and CRM systems to scale support without losing quality.

• Establish global service level benchmarks and quality assurance standards that align with international healthcare excellence.

• Serve as the executive advocate for the patient, influencing product development and operational strategy based on deep behavioral insights.

Minimum Qualifications

• Bachelor's degree in Business, Communications, or a related field.

• 6-12 years of experience in customer experience leadership, ideally in high-growth tech or healthcare.

• Proven track record of designing and scaling service ecosystems for large-scale operations.

• Mastery of CRM systems and advanced data analytics.

• Must work onsite in Makati City.

Perks and Benefits

• Performance Incentives & Career Progression: Recognition through clear pathways for advancement, promotion opportunities, and performance-based bonuses.

• Growth & Impact: A clear path for professional development and the opportunity to make a tangible impact on patient health.

• Cross-Functional Learning: Opportunities to collaborate across different teams, expanding your skill set and broadening your understanding of the business.

• Health & Wellness Coverage: HMO benefits to ensure your peace of mind, paired with free medical consultations and unlimited essential medicines.

• Paid Time Off: Paid leaves to rest, recharge, and attend to personal priorities.