Head of Patient Experience and CX Strategy

MedGrocer; Manila; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

MedGrocer, a healthcare company in Makati City, Philippines, is seeking a Senior CX Architect to design and own the patient journey across telehealth, pharmacy, and clinic services.

You will lead the enterprise CX roadmap, develop VoC programs, oversee AI-driven service delivery, and use behavioral insights to inform product strategy and improve patient retention.

Based in Makati and applications are accepted only from candidates located in the Philippines.

Responsibilities

• Design and own the end-to-end patient experience framework across telehealth, pharmacy, and clinic services
• Lead the enterprise-wide CX roadmap, setting direction for how the company improves and evolves its service delivery
• Develop and run Voice of Customer (VoC) programs to gather and act on patient feedback
• Oversee AI-driven service delivery while maintaining high standards of support quality
• Use behavioral insights to inform and influence product strategy
• Drive long-term patient retention through experience design and service innovation

Job description

MedGrocer is a healthcare company based in Makati City, Philippines, providing services across telehealth, pharmacy, and clinic touchpoints. Its focus is on making medicines and healthcare more accessible to patients.

The role

This position is responsible for architecting the patient journey across all of MedGrocer's service channels. It reports to executive leadership and sits at the intersection of customer experience, product strategy, and service innovation. The role shapes how patients interact with the company at every stage of their care.

What you would do

• Design and own the end-to-end patient experience framework across telehealth, pharmacy, and clinic services
• Lead the enterprise-wide CX roadmap, setting direction for how the company improves and evolves its service delivery
• Develop and run Voice of Customer (VoC) programs to gather and act on patient feedback
• Oversee AI-driven service delivery while maintaining high standards of support quality
• Use behavioral insights to inform and influence product strategy
• Drive long-term patient retention through experience design and service innovation

Working arrangements

The role is based in Makati City, Manila, Philippines. Applications are accepted only from candidates located in the Philippines.