Senior / Executive (Customer Experience Management)

In this role, the incumbent works closely with internal and external stakeholders to drive service improvement initiatives across all business units.

Responsibilities:

1. Lead the end-to-end process of customer feedback management.

2. Systematically tabulate and analyse the feedback data to identify trends, root causes of dissatisfaction, and opportunities for service enhancement.

3. Develop and present actionable insights and strategies that are aligned with customer expectations.

4. Responsible for compiling and presenting a monthly customer feedback report, consolidating key findings, recommendations, and follow-up actions to management and relevant stakeholders.

5. Conduct regular service observation rounds at clinics to assess adherence to the organisation’s service standards and protocols.

6. Conduct service engagement rounds with clinic supervisors to provide on-the-ground feedback, support capability building, and co-develop solutions that uplift service delivery.

7. Collaborate with cross-functional teams to initiate and implement customer service improvement initiatives based on data-driven insights.

8. Track the progress and outcomes of these initiatives to ensure sustained improvements in customer experience.

9. Oversee and manage the organisation’s service recognition programme to ensure that instances of outstanding service are acknowledged and celebrated.

10. Stay abreast of industry trends and emerging best practices to continuously enhance the customer experience and drive improvements in work processes and service delivery.

11. Provide administrative and operational support to the department in areas such as project coordination, event planning, and logistical arrangements.

12. Undertake additional responsibilities and ad-hoc tasks as assigned by the Supervisor, demonstrating flexibility and a positive, can-do attitude.

Requirements:

1. Possess a recognized university degree in a relevant field of study (e.g. Business, Communications, Healthcare Management, or related disciplines).

2. At least 3 years of relevant experience in customer experience, service quality, or similar roles is preferred and will be considered an advantage.

3. Strong interpersonal and communication skills, with confidence in engaging stakeholders at all levels.

4. Customer-focused mindset with the ability to empathize, problem-solve, and act with discretion and professionalism.

5. Analytical and detail-oriented, with experience in feedback analysis, reporting, and presentation.

6. Proficient in using digital tools for surveys, data management, and reporting.

7. Demonstrated ability to work independently and exercise sound judgment with minimal supervision, while remaining a proactive and collaborative team player, even in fast-paced or challenging environments.

Kindly note that only shortlisted candidates will be contacted.