Healthcare CX Transformation Leader

getzhealthcare; Pasig; On-site; PHP 3,000,000 - 6,000,000; Full time

Job summary

Getz Healthcare Philippines seeks a senior leader to transform the customer service function from transactional order processing to a strategic, customer-centric organization. You will define the vision, develop a roadmap, and champion a culture focused on best-in-class experiences and loyalty.

You will lead the transformation with a focus on metrics, automation, and collaboration across sales, supply chain, and technical teams to deliver end-to-end service excellence.

Qualifications

• Bachelor’s degree in Business, Healthcare Management, or related field.
• Proven track record of transforming customer service organizations into best-in-class operations.
• Experience with change management and organizational transformation.

Responsibilities

• Define and execute a customer service vision aligned with the company mission and values.
• Develop and implement a roadmap to transition from transactional to proactive, value-driven customer engagement.
• Establish and monitor service performance metrics (NPS, CSAT, response times, first-contact resolution).
• Build and mentor a high-performing customer service team and foster continuous improvement.
• Collaborate with sales, supply chain, and technical teams to deliver end-to-end service and gather customer insights.

Skills

Leadership

Change management

Communication skills

CRM

Analytics tools

Education

Bachelor’s degree in Business/Healthcare Management or related field

Master’s degree (advantage)

Tools

CRM

Ticketing systems

Analytics tools

Job description

Getz Healthcare Philippines seeks a senior leader to transform the customer service function from transactional order processing to a strategic, customer-centric organization. You will define the vision, develop a roadmap, and champion a culture focused on best-in-class experiences and loyalty.

You will lead the transformation with a focus on metrics, automation, and collaboration across sales, supply chain, and technical teams to deliver end-to-end service excellence.