1 Develop comprehensive execution

1 Develop and own the comprehensive execution plans for every front line unit call center appointments customer care and reception

2 Play an ambassadorial role in developing a strong Customer Experience mindset and culture within the organization

3 Work with internal departments in the aim of optimizing customer experience

4 Lead the review mechanism between customer feedback quality assurance complaints and the operational services

5 Responsible for customer journey mapping for the hospital and continuously improving the processes using customer analytics and research

6 Work with internal departments to maintain an internal-hospital space that is in line with the brand proposition

7 Develop customer experience playbook for use and training

8 Maintain awareness of market development around customer care best practices

9 Conduct marketing surveys on current and new service concepts

10 Identifies self-learning needs and take initiative to meet those needs