Head of Customer Experience

Role Summary

The Head of Customer Experience will shape and oversee a consistent, high-quality experience for patients across clinic touchpoints and digital platforms. This position owns the customer experience strategy, establishes service standards and operating processes, and works closely with Clinic Operations and Marketing to improve satisfaction, retention, and patient lifetime value. The ideal candidate is both strategic and practical, able to build CX initiatives, coach front-line staff, and use insights from data and feedback to refine the patient journey.

Key Responsibilities

• Develop and implement a patient-first service approach that strengthens trust, loyalty, and overall satisfaction.
• Review the full patient journey, from appointment booking through post-treatment follow-up, to identify friction points and improvement opportunities.
• Hire, train, lead, and support a customer service team, including front-desk and patient support personnel, and ensure every interaction reflects empathy and professionalism.
• Create and deliver training programmes tailored to dental settings, including patient communication, dental procedure awareness, and correct use of dental terminology.
• Define, uphold, and continuously monitor service quality standards so that patient interactions remain timely, caring, and consistent across the organisation.
• Measure individual and team performance, provide constructive feedback, and coach staff to raise service quality and patient satisfaction.
• Introduce and oversee a Patient Relationship Management system to record patient interactions, treatment history, and preferences for more personalised care.
• Collect and review patient feedback, survey results, and other satisfaction measures, then turn those insights into service improvements.
• Manage patient complaints, appointment requests, and questions with speed, sensitivity, and a solution-oriented approach.
• Work alongside clinical, marketing, and operations teams to simplify the patient experience, improve coordination, and strengthen communication throughout the journey.

Requirements

• A bachelor’s qualification in Business, Marketing, Healthcare Management, or a similar discipline; a postgraduate qualification is an added advantage.
• At least 8 years of progressive experience in customer experience, customer service operations, or patient experience, including a minimum of 3 years in a leadership role.
• Background in healthcare, clinics, or other service-led environments is strongly preferred.
• Demonstrated success in creating and executing CX strategies that improve satisfaction and retention in measurable ways.
• Strong analytical ability, with hands-on use of CX metrics, CRM tools, and clinic management systems to guide decisions.
• Excellent communication, coaching, and stakeholder-management skills, with the ability to influence cross-functional teams.
• A highly customer-oriented attitude, strong empathy, and the ability to remain composed in demanding situations.
• Comfortable using Microsoft Office; exposure to CX platforms, survey tools, and analytics dashboards is an advantage.
• Awareness of data privacy requirements and PDPA considerations in patient communication.

Staff Benefits

• Annual leave, birthday leave, and family care leave.
• Annual Wage Supplement and performance bonus.
• Medical and dental coverage.