Fernandez Foundation - Head - Customer Experience

Are you a visionary leader passionate about transforming patient experience? Join Fernandez Foundation, a pioneer in respectful and evidence-based maternity care, as our Head of Customer Experience. This is a strategic leadership role where you will shape how we serve, support, and delight our maternity clients and their families - driving satisfaction, loyalty, and long-term engagement. Prior experience in healthcare or the hospitality/service industry is highly preferred. Position: Sr. GM / GM - Customer Experience (Role: Head) Work Location: Bogulkunta (Hyderabad) Work Type: 100% work from office (full-time) Key Development Craft and execute a comprehensive customer experience strategy tailored to maternity care. Leverage patient feedback and industry insights to continuously refine CX approaches aligned with the Foundation's mission. Team Leadership Lead and inspire a multidisciplinary team including customer care associates, call centre agents, and front-line staff. Foster a culture of empathy, professionalism, and continuous learning. Process Optimization Analyse and streamline patient care touchpoints for enhanced satisfaction across the maternity journey. Identify and implement opportunities to improve responsiveness, personalization, and care continuity. Cross-Functional Collaboration Partner with clinical and administrative teams including obstetricians, midwives, nurses, and IT. Facilitate seamless integration of technology to elevate service delivery. Quality Assurance & Metrics Define, track, and act on key CX metrics specific to maternity care. Use data-driven insights to improve standards and outcomes. Patient And Family Advocacy Act as the central point for patient feedback and grievance resolution. Champion the voice of expecting mothers and their families across the organization. Innovation & Best Practices Stay ahead of trends in maternity care and customer experience. Embed global best practices and foster a culture of continuous innovation. At Fernandez Foundation, you will be part of a purpose-driven mission that places women and families at the heart of everything we do. This is your opportunity to lead meaningful change in how care is delivered, experienced, and remembered. To know more about us, visit: www.fernandezhospital.com (ref:iimjobs.com) Show more Show less