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Manager - Customer Experience Excellence

Jeddah , Saudi Arabia Posted 2022/12/21 05:49:40 Expires 2023-01-20 Ref: JB4648980

Job Description

Key Accountabilities:

1- Patient Experience and Engagement Services;

  • Design and implement a consistent process with cross functional stakeholders including the providers at each of touching point affecting customer experience at POC.
  • Report all patient experience outcome measures and validate them then share valid ones with assigned providers.
  • Implement a process to obtain consistent and systematic feedback from patients during each touchpoint experience (Service Management Board).
  • Lead on sessions with patients, caregivers and frontline staff at assigned POC to redesign their experiences (Experience-based Co-design toolkit).
  • Align with front line employees to deliver excellent service supported by review.
  • Develop processes that build health literacy and awareness of patient rights.


2- Service Failures Process at POC;

  • Lead SMB (Service Management Board) form and process.
  • Manage along with different stakeholders champions validation process of Service failures reported by front liners at POC.
  • Analyze the root causes of Service failures with criticality indices and frequency.
  • Drive SMB process by using a structured problem solving methodology and variety of tools to reduce the service failures at a certain level.
  • Ensure elimination of Service Failures recurrence at POC and develop surveys to confirm implemented solutions are resolving the highlighted service failures.


3- Patient Satisfaction Surveys;

  • Train and Supervise a team conducting customers’ satisfaction surveys review process of systematic collection and analysis.
  • Ensure validity of surveys and report significant outcomes and reviews.
  • Report initial survey findings to the Senior Manager-CEE for review and escalation to Leadership team and POC strategy.


4- Healthcare Provider Relationship Management;

  • Arrange continuous meetings with assigned POC to share patients’ experience & outcome surveys.
  • Demonstrate and Strengthen the healthcare provider partnership and management models.


5- Patient Hospital Experience/Service Benchmarking;

  • Benchmark and evaluate the services offered by Bupa Arabia and main competitors for each patient touch point in the assigned POC providers.
  • Prepare list of key persons and processes affecting the service delivery to Bupa members.


  • Logical thinking, moderate Presentation and Analytical Skills.

 Experience Fields:

  • Excellent communication skills
  • Excellent computer and presentation skills
  • Healthcare Quality & Service Mindset


Medicine or Pharmacy

Job Details

Job Location Jeddah , Saudi Arabia
Job Role Customer Service and Call Center
Employment Status Full time
Employment Type Employee
Number of Vacancies 1

Preferred Candidate

Career Level / Band Mid Career
Years of Experience Min: 3 Max: 5
Residence Location Jeddah , Saudi Arabia
Nationality Saudi Arabia
Minimum Degree Bachelor's degree

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