Monroe Consulting Group, an executive recruitment firm, is partnering with a leading organisation in the Healthcare sector to hire a Patient Experience Director. This opportunity is based in Jakarta, Indonesia. The role offers the opportunity to shape and lead a world-class patient experience function, driving service excellence, patient satisfaction, and organisational performance across a leading healthcare institution.
Position Overview
Lead the development and execution of the organisation's patient experience strategy, ensuring exceptional service delivery across every stage of the patient journey.
Drive a patient-centric culture and build a best-in-class Patient Experience function that enhances satisfaction, loyalty, and service excellence.
Key Responsibilities
- Develop and lead the overall Patient Experience and Service Excellence strategy, aligned with the organization's vision and premium service positioning.
- Build the Patient Experience function and team from the ground up, including structure, capabilities, service standards, and performance indicators.
- Design and continuously improve the end-to-end patient journey, ensuring a seamless and high-quality experience across all patient touchpoints.
- Establish and implement service excellence standards, SOPs, and patient experience frameworks across the organization.
- Monitor patient feedback, satisfaction, complaints, and experience metrics to identify improvement opportunities and drive measurable actions.
- Work closely with clinical, operational, commercial, and support functions to embed a strong patient-centric and service-oriented culture throughout the organization.
- Lead service improvement and transformation initiatives to strengthen patient engagement, loyalty, and overall experience.
- Provide strategic recommendations to the President Director/CEO on patient experience trends, performance, and improvement priorities.
Key Requirements
Qualifications & Experience
- Bachelor's degree in Healthcare Management, Hospitality, Business, Communications, or a related field; postgraduate qualification is an advantage.
- Proven senior leadership experience in Patient Experience, Customer Experience, Service Excellence, Hospitality, or related functions.
- Experience within a premium private hospital or healthcare organization is strongly preferred; candidates from other premium service industries may also be considered.
- Demonstrated experience in building or transforming service excellence/customer experience functions, standards, and teams.
Technical / Functional Expertise
- Strong understanding of customer journey design, service standards, feedback management, and experience measurement.
- Experience developing and implementing patient experience strategies and service excellence frameworks.
- Ability to design, monitor, and improve end-to-end customer or patient journeys across multiple touchpoints.
- Experience establishing performance indicators and measuring service quality outcomes.
- Capability to lead service transformation initiatives and drive continuous improvement programmes.
- Experience analysing patient feedback, satisfaction metrics, complaints, and service performance data to identify improvement opportunities.
Soft Skills & Leadership Competencies
- Highly passionate about service excellence and creating exceptional customer/patient experiences.
- Strong leadership, communication, influencing, and cross-functional stakeholder management skills.
- Strategic mindset with the ability to translate concepts into practical, measurable service improvements.
- Hands-on approach with a strong focus on execution and results.
- Excellent relationship-building and collaboration skills across organisational levels.
- Strong customer-centric mindset and commitment to continuous improvement.
