Senior Manager, Customer Experience Transformation
2 weeks ago
**JOB SUMMARY**
The Senior Manager, Customer Experience (CX) Transformation is responsible for developing and executing strategies that enhance the overall patient and family experience across all touchpoints of care in Thomson Medical, Singapore. This role involves leading initiatives to improve patient satisfaction, ensuring that the hospital provides high-quality service in a compassionate, patient-centered environment. The Head of CX also oversees complaint resolution processes and works closely with various hospital departments to foster a culture of empathy, service excellence, and continuous improvement.
**PRIMARY DUTIES & RESPONSIBILITIES**
- Develop and implement a comprehensive customer (patient) experience strategy aligned with the hospital’s mission, vision, and goals.
- Collaborate with senior hospital leadership to integrate patient-centered care principles into hospital policies and operational procedures.
- Develop Customer Journey Map and Service Blueprint, and ensure it stays updated as per market and industry trend, identifying key touchpoints and areas for improvement
- Work with multi-disciplinary teams to innovate around new ideas, concepts and validate user hypothesis. This could be new business initiatives, digital platform experiences or growth opportunities.
- Design and lead customer relationship management system and projects to enhance customer experience and service touchpoints.
- Develop Service Standards across all Thomson Medical entities and conduct Service Training.
**KEY JOB SPECIFICATIONS**
- Bachelor’s degree in healthcare administration, business, nursing, or related field
- Minimum of 8-10 years of experience in service industry or hospital operations
- Strong understanding of patient-centered care principles and healthcare regulations
- Excellent communication, leadership, and interpersonal skills
- Proficient in data analysis and the use of patient satisfaction metrics and tools (e.g., HCAHPS)
- Experience with process improvement methodologies (Lean, Six Sigma) is a plus
- Ability to collaborate effectively across departments and lead change management initiatives
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