Director of Customer Experience

1 week ago

Singapore Speedoc Full time

**The Role**

Everything that exists in healthcare, Speedoc feels can be done better.

This is the motto that resonates with everyone at Speedoc and the thinking that we hope new joiners can bring when they come onboard.

To supervise and oversee the strategy, planning and execution of the organization’s overall customer experience goals and brand promise. This includes liaising with other department heads to ensure all other teams contribute equally to providing customers a seamless experience across touchpoints.

The Director of Customer Experience plays a key role in outlining and achieving how customers perceive the company while driving higher customer satisfaction, NPS, customer retention, new business growth and profitability

**Why?** Because superior experiences earn stronger loyalty, turning customers into advocates and promoters and leading to:

- Strong brands
- Faster growth than the competition
- Sustained profitability
- Market leadership
- Manage & Prioritize the work of Operational Excellence & Continuous Improvement team
- Manage the Call Center
- Maintain up-to date customer journey maps with major customer touchpoints
- Audit the experience at the customer touchpoints: on the ground, call center, technology etc.
- Manage and oversee the complaints resolution process
- Ensure Speedoc Way is visible at every point of customer engagement
- Audit training and onboarding materials company wide to ensure that we: teach what we preach and do what we teach.
- Collect voice of the customer feedback and ensure feedback into relevant departments

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