Head of Customer Experience & VoC Strategy

Maxicare Healthcare Corporation; Makati; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Maxicare Healthcare Corporation is seeking a visionary Experience Manager to lead our customer-centric transformation initiatives, overseeing the end-to-end customer experience strategy and the VoC data analytics team.

The role focuses on translating insights into practical action across our clinics, hospitals, and processes, driving cross-functional collaboration and continuous improvement in service delivery.

Qualifications

• Proven leadership in customer experience, data analytics, market research, or process improvement with 4-6+ years of experience.
• Ability to lead and develop analytical professionals and translate data into strategy.
• Strong strategic thinking linking customer data to business outcomes.
• Deep expertise in Lean Six Sigma and its application in service environments.
• Advanced proficiency in data analysis projects using SQL, R, Python, and statistics.
• Expertise in Design Thinking and Agile/Lean leadership practices.
• Excellent communication, presentation, and stakeholder management skills.
• Experience with data visualization strategy and tools like Tableau/Power BI.
• Certifications such as CCXP, Lean Six Sigma Black Belt, PMP are preferred.

Responsibilities

• Direct the VoC team in collecting feedback across all touchpoints.
• Oversee prioritization framework to focus on critical issues and opportunities.
• Ensure balanced quantitative and qualitative research approaches.

Skills

Leadership

Strategic thinking

Communication

Data analysis

Problem-solving

Lean Six Sigma

Design Thinking

Agile/Lean leadership

Stakeholder management

Data visualization

Tools

SQL

R

Python

Tableau

Power BI

Job description

Maxicare Healthcare Corporation is seeking a visionary Experience Manager to lead our customer-centric transformation initiatives, overseeing the end-to-end customer experience strategy and the VoC data analytics team.

The role focuses on translating insights into practical action across our clinics, hospitals, and processes, driving cross-functional collaboration and continuous improvement in service delivery.