Customer Experience Officer at Skyhigh Medical Centre

Job Brief

The Customer Experience Officer is responsible for ensuring that every client interaction across the organization is smooth, efficient, and pleasant. The role involves monitoring and improving customer journeys, collecting and analyzing feedback, addressing bottlenecks, and overseeing the client service team to deliver exceptional service quality that aligns with organizational standards and patient care goals.

Key Responsibilities

• Map and monitor the complete customer journey from first contact to post-service follow-up
• Identify service gaps or process delays and recommend corrective actions
• Ensure customers experience seamless transitions across departments (e.g., registration, consultation, billing, discharge)
• Develop and implement systems to collect client feedback (e.g., surveys, suggestion boxes, follow-up calls)
• Track trends and recurring complaints to identify areas requiring improvement
• Conduct routine service audits to ensure compliance with organizational service standards
• Ensure timely response to inquiries, complaints, and requests
• Monitor the client service team to maintain professionalism and empathy
• Collaborate with departments to act on insights and improve overall service quality
• Analyze waiting times, service bottlenecks, and client volumes to optimize workflows
• Foster a culture of accountability, collaboration, and continuous improvement
• Present weekly and monthly reports on customer satisfaction and service trends to management

Qualifications and Experience

• Bachelor's degree in Business Administration, Marketing, Hospitality Management, or related field
• 2–3 years of proven experience in customer service or client experience management (preferably in a healthcare or service industry)
• Strong communication, analytical, and leadership skills
• Proficiency in Microsoft Office Suite