Head of Patient Experience & AI-Driven Care

MedGrocer; Makati; Vor Ort; PHP 4.000.000 - 8.000.000; Vollzeit

Benefits dieser Stelle

Performance incentives

Career progression

Growth opportunities

Health benefits

Paid time off

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Leadership

Data analytics

Customer experience strategy

Stakeholder management

Ausbildung

Bachelor's degree in Business or related field

Tools

CRM systems

Jobbeschreibung

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.