Reporting To: Head – Hospital Operations / Business Head
Role Overview
We are looking for an experienced and customer-centric Manager – Customer Experience to drive and standardize the patient and attendant experience across Even Hospitals.
The role will have central-level ownership of Customer Experience, Housekeeping, and Security, ensuring consistent service standards, operational discipline, safety, cleanliness, and hospitality across all hospital units.
The ideal candidate should be highly hands-on, data-driven, and robust in stakeholder management, with the ability to identify gaps, implement processes, and continuously improve the overall patient journey.
Key Responsibilities
• Customer Experience
• Own the overall patient and attendant experience across Even Hospitals.
• Define and implement standardized Customer Experience (CX) processes,
SOPs and service standards across all units.
• Map the end-to-end patient journey and identify opportunities to improve experience at every touchpoint.
• Monitor patient feedback, complaints, grievances, NPS/CSAT and other CX metrics.
• Establish a structured VOC (Voice of Customer) mechanism and ensure timely closure of feedback.
• Drive root-cause analysis for recurring complaints and implement corrective and preventive actions.
• Work closely with Clinical, Nursing, Front Office, Operations, Billing and other teams to resolve patient experience issues.
• Develop service-recovery mechanisms for escalated patient/attendant concerns.
• Conduct regular audits across hospitals to assess adherence to CX standards.
• Drive initiatives to improve patient satisfaction, service quality and overall hospital experience.
• Housekeeping Management
• Provide central oversight and governance for Housekeeping operations across all hospitals