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 ...