Senior / Executive (Customer Experience Management)

2 weeks ago

Central Region, Singapore Raffles Medical Group Ltd Full time $80,000 - $120,000 per year

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

Responsibilities:

  • Lead the end-to-end process of customer feedback management.
  • Systematically tabulate and analyse the feedback data to identify trends, root causes of dissatisfaction, and opportunities for service enhancement.
  • Develop and present actionable insights and strategies that are aligned with customer expectations.
  • Responsible for compiling and presenting a monthly customer feedback report, consolidating key findings, recommendations, and follow-up actions to management and relevant stakeholders.
  • Conduct regular service observation rounds at clinics to assess adherence to the organisation's service standards and protocols.
  • Conduct service engagement rounds with clinic supervisors to provide on-the-ground feedback, support capability building, and co-develop solutions that uplift service delivery.
  • Collaborate with cross-functional teams to initiate and implement customer service improvement initiatives based on data-driven insights.
  • Track the progress and outcomes of these initiatives to ensure sustained improvements in customer experience.
  • Oversee and manage the organisation's service recognition programme to ensure that instances of outstanding service are acknowledged and celebrated.
  • Stay abreast of industry trends and emerging best practices to continuously enhance the customer experience and drive improvements in work processes and service delivery.
  • Provide administrative and operational support to the department in areas such as project coordination, event planning, and logistical arrangements.
  • Undertake additional responsibilities and ad-hoc tasks as assigned by the Supervisor, demonstrating flexibility and a positive, can-do attitude.

Requirements:

  • Possess a recognized university degree in a relevant field of study (e.g. Business, Communications, Healthcare Management, or related disciplines).
  • At least 3 years of relevant experience in customer experience, service quality, or similar roles is preferred and will be considered an advantage.
  • Strong interpersonal and communication skills, with confidence in engaging stakeholders at all levels.
  • Customer-focused mindset with the ability to empathize, problem-solve, and act with discretion and professionalism.
  • Analytical and detail-oriented, with experience in feedback analysis, reporting, and presentation.
  • Proficient in using digital tools for surveys, data management, and reporting.
  • 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.

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