Customer Service Director

Mô tả Công việc
OUR CARE VALUES
Hoan My is guided by our CARE values: Commitment to Quality Care, Accountability for Outcomes, Respect for Our Communities, and Empathy with Our Patients. These principles shape how we work and how we treat one another. We seek people who put these values into practice and show excellence, innovation, and integrity in their work.
JOB SUMMARY
The Group Customer Experience Director will lead the development and execution of customer service and CX strategy across Hoan My's healthcare network, ensuring a consistent, high-quality, and patient-centric experience aligned with the company's mission and values. The role partners with senior leadership and hospital teams, while driving employee training and service culture to enhance service excellence, patient satisfaction, loyalty, and advocacy across the entire healthcare journey.
MAIN RESPONSIBILITIES
Strategic CX Leadership
Develop and execute Group-wide Customer Service & CX strategy aligned with business objectives and patient needs.
Lead end-to-end patient journey improvement, setting CX standards, KPIs, and performance targets.
Drive CX innovation through industry trends, technology, and best practices.
People & Cross-Functional Leadership
Partner with medical, operational, and functional leaders to embed a consistent CX strategy across the network.
Lead and develop high-performing CX teams and Group-wide service training programs.
Patient Experience & Insights
Foster a patient-centric culture and act as a patient advocate across the organization.
Lead patient feedback, satisfaction, and complaint management programs; translate insights into actionable improvements.
Monitor key CX metrics including NPS, CSAT, Patient Satisfaction Index, and RFM.
Service Excellence & Governance
Establish and maintain Group-wide service standards, policies, and processes to ensure consistent service quality.
Drive operational efficiency, continuous improvement, and compliance with healthcare, accreditation, and data privacy requirements.
Lead resolution of critical patient complaints and implement preventive actions to avoid recurrence.