CX measurement and reporting – continuous monitoring of reliable CX metrics (e.g., NPS and Google Reviews, etc.), customer feedback analysis and insights from surveys, comments, and social media platform

CX implementation & operations – closed-loop feedback; manage the CX and NPS platform, best practices, and data

Change management & governance – lead forums and operating cadence with CX reps from all hospitals to share learnings, identify gaps and improvements opportunities; manage and track delivery of CX initiatives

CX Design – Online/offline customer journey/experience mapping and being the voice of customers to influence requirements, features, and roadmap

Support Project Management Office to coordinate and track project execution and updates across hospitals and alignment with the programme objectives, ensuring timely and quality delivery

Support Group Digital Innovation to explore and evaluate emerging healthcare technology and digital capabilities to drive better patient experience, clinical excellence, and additional revenue streams