Senior Manager - Customer Experience

Medi Clinic; Paarl; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading healthcare organization in Paarl, South Africa, seeks a Customer Experience Marketing Lead to enhance patient interactions and drive brand loyalty. This role demands 8-10 years in customer experience or marketing leadership, focusing on strategy development and stakeholder engagement. Candidates should possess a relevant degree and knowledge of healthcare regulations. The position offers a permanent contract within a dynamic team of innovators dedicated to improving patient satisfaction.

Qualifications

• Minimum 8–10 years in customer experience, service design, or marketing leadership roles.
• Experience in stakeholder engagement.
• Solid understanding of healthcare or service‑driven industries.

Responsibilities

• Lead the development and implementation of a customer experience strategy aligned with business goals.
• Lead the establishment and scaling of Voice‑of‑Customer programmes.
• Oversee customer journey mapping and improvement initiatives.
• Provide insights to inform decision‑making and performance reporting.
• Ensure compliance with healthcare regulations and governance requirements.

Skills

Customer Experience Management principles and frameworks

Service design and customer journey mapping

Data analytics and insight generation (NPS, CSAT, VOC tools)

Communication and stakeholder management

Team leadership and people development

Presentation and report writing

Healthcare service delivery models

Change management and cultural transformation

CRM systems and digital engagement platforms

Financial and business acumen (budgeting, ROI on CX initiatives)

Knowledge of regulatory and compliance requirements (e.g., POPIA, healthcare standards)

Project Management methodologies

Education

Bachelor’s degree in Marketing, Business Management, Communication, or related field

Postgraduate certification in Customer Experience, Service Design, or Business Administration

Postgraduate degree in Marketing, Customer Experience Management, or related discipline

Job description

Mediclinic Southern Africa Corporate Office| Stellenbosch | South Africa

Closing date: 14/01/2026
Number of positions: 1
Recruiter name: Fiona Simone Anderson
Reference number: 65967
Workplace Type:[[cust_WorkplaceType]]
Permanent

Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile

MAIN PURPOSE OF JOB

To drive customer‑centric marketing by leading the design, implementation, and continuous improvement of the organisation’s customer experience strategy across all healthcare touchpoints. The role ensures that patient and client interactions align with the organisation’s brand promise, enhance satisfaction, and support long‑term loyalty.

The role ensures seamless, personalised & empathic interactions that build trust, enhance satisfaction and drive long‑term customer loyalty through a holistic Voice of Customer approach.

REQUIRED EDUCATION

ESSENTIAL EDUCATION

• Bachelor’s degree in Marketing, Business Management, Communication, or related field.
• Postgraduate certification in Customer Experience, Service Design, or Business Administration.

DESIRED EDUCATION

• Postgraduate degree in Marketing, Customer Experience Management, or related discipline.

REQUIRED EXPERIENCE

ESSENTIAL EXPERIENCE

• Minimum 8–10 years in customer experience, service design, or marketing leadership roles.
• Experience in stakeholder engagement.
• Solid understanding of healthcare or service‑driven industries.

DESIRED EXPERIENCE

• Experience with digital health tools, CRM systems, and client engagement platforms.
• Demonstrated ability to lead transformation programmes focused on customer/client experience.

KEY RESPONSIBILITY AREAS

Customer Experience Strategy: Lead the development and implementation of a customer experience strategy aligned with business and marketing goals.

Voice‑of‑Customer: Lead the establishment and scaling of Voice‑of‑Customer programmes to capture feedback continuously and ensure insights are actioned to drive tangible improvements. Ensure cross‑functional collaboration and alignment across departments to embed customer‑centric approaches.

Customer Journey Design & Improvement: Oversee customer journey mapping and insights, including identifying pain points and moments of truth using quantitative and qualitative insights. Lead customer journey improvement initiatives across key service lines.

Customer Insight & Analytics: Oversee measurement frameworks and provide insights to inform decision‑making and performance reporting. This includes data analysis, persona development, and insight generation activities.

Compliance, Governance & Risk: Ensure customer experience practices comply with healthcare regulations, POPIA, and organisational governance requirements.

REQUIRED JOB SKILLS AND KNOWLEDGE

• Customer Experience Management principles and frameworks
• Service design and customer journey mapping
• Data analytics and insight generation (NPS, CSAT, VOC tools)
• Communication and stakeholder management
• Team leadership and people development
• Presentation and report writing
• Healthcare service delivery models
• Change management and cultural transformation
• CRM systems and digital engagement platforms
• Financial and business acumen (budgeting, ROI on CX initiatives)
• Knowledge of regulatory and compliance requirements (e.g., POPIA, healthcare standards)
• Project Management methodologies

All applicants will be considered, with the understanding that preference will be given in accordance with the Employment Equity Plan of Mediclinic Southern Africa, as well as internal applicants/employees that meet the minimum requirements.

Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile