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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Summary of Duties
- Lead customer experience strategy, process transformation, performance improvement management, talent development and mind‑set & culture.
- To initiate process enhancement in all service areas for the purpose of optimizing efficiency of service delivery systems.
- To manage and attend to qualitative patient feedback and facilitate corrective actions, resolutions and suggestions for continuous improvement.
- To monitor Customer Satisfaction Index (CSI) & Net Promoter Score (NPS) for the purpose of identifying and recommending opportunities for process improvement and behavioural enhancement.
- To deliver the service quality training in all service areas for the purpose of continuous improvement in communication and behavior interactions. Drive process improvements within/across departments and influence improvement external to the department.
- To manage customer engagement through loyalty programs for the purpose ...