Position Overview
Key Responsibilities
CX Strategy & Leadership
Define and own the end‑to‑end CX vision, roadmap, and operating modelAct as the executive owner of customer outcomes across all functionsEmbed customer centricity into strategic planning, governance, and KPIsPerformance & Outcomes
Own CX performance metrics (NPS, CSAT, CES, complaints, retention)Translate customer insights into enterprise‑wide improvement prioritiesReport CX performance and risks to executive leadershipCross‑Functional Enablement
Partner with Operations, Medical, IT, Digital, Compliance, and SalesChampion CX investment cases and prioritize improvement initiativesLead CX culture, capability building, and leadership engagementGovernance & Compliance Oversight
Ensure CX practices comply with healthcare, privacy, and regulatory requirementsSponsor CX governance for...