Head of Patient Experience - AI-Driven Luxury Care

Ordinary Folk; Singapore; Hybrid; SGD 150,000 - 230,000; Full time

Job summary

Ordinary Folk is building a world-class patient experience across Singapore, Hong Kong, and Japan. This Head of Patient Experience defines the experience, builds the team, and guides where automation fits, owning moments from first hello to ongoing care.

The role sits in an AI-native operating model with significant impact on satisfaction and retention. You will report to the founder and shape standards for care delivery, training, and cross-market consistency, while uplifting the patient voice

Qualifications

• 8+ years in customer, guest, or patient experience, including 2+ years leading teams.
• Experience with luxury hospitality or premium brands is highly valued.
• Strong writing skills with warmth, clarity and judgement.

Responsibilities

• Define what world-class patient experience looks like across three markets.
• Build and lead a high-performing team delivering moments of care.
• Decide where AI adds speed and where human judgment is essential.
• Own metrics: satisfaction, loyalty, retention, and reporting to the founder.
• Shape the patient voice into product, clinical, and operations improvements.

Skills

Customer experience leadership

Team management

Excellent writing

Data-driven

AI familiarity

Tools

Freshchat

Zendesk

Intercom

Job description

Ordinary Folk is building a world-class patient experience across Singapore, Hong Kong, and Japan. This Head of Patient Experience defines the experience, builds the team, and guides where automation fits, owning moments from first hello to ongoing care.

The role sits in an AI-native operating model with significant impact on satisfaction and retention. You will report to the founder and shape standards for care delivery, training, and cross-market consistency, while uplifting the patient voice