The Customer Experience Manager is responsible for leading and managing the delivery of exceptional customer service across Sir Lester Bird Medical Centre (SLBMC). The incumbent develops, implements, and monitors customer experience strategies that promote patient-centered care, improve patient satisfaction, and strengthen public confidence in the organization.

The Customer Experience Manager is responsible for leading and managing the delivery of exceptional customer service across Sir Lester Bird Medical Centre (SLBMC). The incumbent develops, implements, and monitors customer experience strategies that promote patient-centered care, improve patient satisfaction, and strengthen public confidence in the organization.

Duties and Responsibilities

Customer Experience Leadership

• Develop and implement the Medical Centre's Customer Experience Strategy.
• Establish and maintain service excellence standards across all departments.
• Promote a culture of patient-centered care and exceptional customer service.
• Lead initiatives aimed at improving patient, visitor, and stakeholder satisfaction.
• Ensure customer experience objectives align with the organization's strategic plan.

Departmental Management

• Provide leadership, supervision, and direction to Customer Experience Agents and other departmental staff.
• Coordinate staffing schedules and ensure adequate customer service coverage throughout the facility.
• Conduct regular departmental meetings and performance reviews.
• Develop departmental work plans and operational objectives.
• Monitor workload distribution and service delivery standards.

Patient Relations and Complaint Resolution

• Oversee the investigation and resolution of patient complaints, compliments, and concerns.
• Ensure complaints are acknowledged, investigated, and resolved within established service standards.
• Coordinate with department managers to implement corrective actions.
• Monitor complaint trends and recommend service improvements.
• Maintain confidential records of all complaints and resolutions.

Service Quality and Performance Improvement

• Conduct regular customer satisfaction surveys and analyse results.
• Monitor key service indicators and prepare performance reports.
• Recommend improvements to enhance patient flow and customer service delivery.
• Lead quality improvement initiatives focused on the patient experience.
• Benchmark customer service practices against healthcare best practices. 

Staff Training and Development

• Develop and coordinate customer service training programmes for hospital employees.
• Coach managers and supervisors on customer service excellence.
• Promote continuous learning and professional development within the department.
• Conduct orientation sessions on customer service standards for new employees.

Communication and Stakeholder Engagement

• Serve as the primary liaison for patient experience matters.
• Foster positive relationships with patients, visitors, staff, community organizations, and external stakeholders.
• Coordinate public awareness campaigns relating to customer service initiatives.
• Represent the department on hospital committees and working groups.
• Prepare reports and presentations for Senior Management and the Board as required.
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Policy Development and Compliance

• Develop, review, and update customer service policies and procedures.
• Ensure compliance with hospital policies, healthcare regulations, and accreditation standards.
• Monitor adherence to patient rights, confidentiality requirements, and service excellence standards.
• Participate in accreditation and quality assurance activities.

Administration

• Prepare departmental budgets and monitor expenditures.
• Maintain departmental records and statistical reports.
• Monitor departmental KPIs and prepare monthly and annual reports.
• Ensure effective utilization of departmental resources. 

Additional Duties

• Perform any other duties assigned by the Director or designated senior manager.

Education, Competencies, and Work Experience

Education

• Bachelor's Degree in Business Administration, Healthcare Administration, Public Administration, Hospitality Management, Communications, Human Resources, or a related discipline.
• Master's Degree is considered an asset. 

Experience

• Minimum of five (5) years' progressively responsible experience in customer service, patient relations, hospitality, healthcare administration, or a related field.
• Minimum of three (3) years in a supervisory or management role.
• Experience within a healthcare environment is highly desirable.

Competencies

• Strong leadership and people management skills.
• Excellent customer service and patient relations expertise.
• Strong conflict resolution and mediation abilities.
• Excellent verbal and written communication skills.
• Exceptional interpersonal and relationship-building skills.
• Strong analytical and problem-solving abilities.
• Ability to interpret customer satisfaction data and implement improvements.
• Excellent organizational and project management skills.
• High degree of professionalism and confidentiality.

Reporting Structure Relevant to Position

The Customer Experience Manager reports directly to the Director of Operations & Maintenance (or designated senior manager).

The position provides leadership and supervision to:

• Customer Experience Supervisor
• Customer Experience Agents
• Telephone Operators (if assigned)
• Reception Services staff (where applicable 

The Customer Experience Manager works collaboratively with all clinical and non-clinical departments, hospital leadership, patients, families, regulatory bodies, and community stakeholders.

Performance Goals

Performance appraisals will be based on the following goals, with detailed targets established annually.

Core Goals

• Improve overall patient satisfaction scores.
• Ensure timely resolution of patient complaints and service concerns.
• Improve service excellence across all patient touchpoints.
• Promote patient-centered care throughout the organization.
• Strengthen organizational reputation through exceptional customer service. 

Leadership Goals

• Build a high-performing Customer Experience team.
• Maintain employee engagement and professional development.
• Foster collaboration across hospital departments.
• Promote accountability and service excellence. 

Quality Improvement Goals

• Reduce recurring patient complaints.
• Improve service recovery processes.
• Increase patient feedback participation.
• Support hospital accreditation and quality initiatives.

Key Performance Indicators (KPIs)

• Achieve patient satisfaction score of 90% or higher.
• Resolve 95% of patient complaints within established timelines.
• Reduce repeat complaints by 20% annually.
• Conduct quarterly customer satisfaction surveys.
• Deliver customer service training to 100% of new employees.
• Complete annual customer service refresher training for all frontline staff.
• Submit 100% of departmental reports by established deadlines.
• Maintain departmental staff performance evaluations at 100% completion annually.
• Achieve compliance with customer service standards during internal quality audits.
• Implement a minimum of four (4) customer experience improvement initiatives annually.

Working Conditions

• Normal Hours:
• Monday to Thursday: 8:00 AM – 4:30 PM
• Friday: 8:00 AM – 3:00 PM
• May be required to work outside normal business hours to support operational requirements, special events, emergency situations, or major service initiatives.
• Regular interaction with patients, visitors, employees, senior leadership, government agencies, and community stakeholders.
• May be required to respond to high-pressure situations involving patient complaints or service recovery.
• Frequent walking throughout the hospital to monitor customer service delivery and engage with frontline staff.