Manager - Customer Experience (Hospitals)

Job Description - Manager - Customer Experience
Position: Manager - Customer Experience
Department: Customer Experience / Hospital Operations
Level: Central / Corporate
Location: Bangalore
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 strong in stakeholder management, with the ability to identify gaps, implement processes, and continuously improve the overall patient journey.
Key Responsibilities
1. 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.
2. Housekeeping Management
Provide central oversight and governance for Housekeeping operations across all hospitals.
Standardize housekeeping SOPs, cleaning protocols, checklists and service standards.
Monitor cleanliness and hygiene standards across patient areas, OPD, wards, common areas and other hospital facilities.
Define and monitor housekeeping manpower requirements, deployment and productivity.
Conduct regular housekeeping audits and ensure corrective actions are implemented.
Coordinate with vendors/agencies wherever housekeeping services are outsourced.
Monitor housekeeping consumables, equipment and inventory.
Work closely with Infection Control and Hospital Operations teams to maintain required hygiene standards.
Track housekeeping-related complaints and ensure timely resolution.
3. Security Management
Provide central oversight of Security operations across Even Hospitals.
Establish and maintain security SOPs, access-control protocols and incident-management processes.
Ensure appropriate security manpower deployment across hospitals and shifts.
Monitor visitor, patient attendant and staff access protocols.
Ensure effective management of security incidents, emergencies and escalations.
Conduct periodic security audits and identify gaps in hospital safety and security.
Coordinate with hospital leadership and external security agencies where applicable.
Drive security training, discipline and service standards for security personnel.
Ensure appropriate documentation and reporting of security incidents.
4. Central Governance & Standardization
Develop common CX, Housekeeping and Security standards across all Even Hospitals.
Create dashboards and monthly MIS covering key operational and experience metrics.
Conduct periodic reviews with Unit Operations Heads and relevant stakeholders.
Identify best practices from individual hospitals and implement them across the network.
Drive cross-functional projects aimed at improving operational efficiency and customer experience.
Support new hospital/unit launches by establishing CX, housekeeping and security processes from day one.
5. People & Vendor Management
Lead and mentor CX/housekeeping/security teams either directly or through respective unit managers.
Define manpower requirements and productivity benchmarks.
Participate in recruitment and onboarding of key team members.
Set performance standards and KPIs for teams and vendors.
Manage outsourced service providers and ensure adherence to agreed SLAs.
Conduct regular vendor performance reviews and drive improvements.
Key Performance Indicators
Patient NPS / CSAT
Patient complaints and escalation rate
Complaint resolution TAT
Customer feedback closure %
Housekeeping audit scores
Hospital cleanliness and hygiene scores
Security audit scores
Security incidents and response TAT
Housekeeping & Security manpower productivity
Vendor SLA adherence
Patient experience improvement initiatives
Reduction in recurring complaints
Compliance with hospital/NABH standards
Candidate Profile
Experience: 10 - 15 years of experience in Customer Experience, Hospital Operations, Hospitality, Facility Management or a similar service-oriented environment.
Experience in healthcare/hospital operations would be strongly preferred.
Prior experience managing Housekeeping and Security will be an advantage.
Strong understanding of patient/customer experience and service quality.
Excellent communication and stakeholder-management skills.
Strong analytical and problem-solving abilities.
Ability to work across multiple hospitals/locations.
Strong execution orientation with the ability to work hands-on at the unit level.
Experience in SOP creation, audits, MIS and process improvement.
Should be comfortable managing internal teams as well as external vendors.
Ideal Candidate
Someone who can act as the central CX owner for Even Hospitals and ensure that a patient receives a consistent, safe, clean and high-quality experience irrespective of which Even Hospital they visit.
Key focus:
Customer Experience + Housekeeping + Security + Service Standards + Audits + Continuous Improvement.