Senior Manager – Customer Experience | Mediclinic

MAIN PURPOSE OF JOB

• To drive customer-centric marketing by leading the design, implementation, and continuous improvement of the organisation’s customer experience strategy across all healthcare touchpoints. The role ensures that patient and client interactions align with the organisation’s brand promise, enhance satisfaction, and support long-term loyalty.
• The role ensures seamless, personalised & empathic interactions that build trust, enhance satisfaction and drive long-term customer loyalty through a holistic Voice of Customer approach.

REQUIRED EDUCATION

ESSENTIAL EDUCATION

• Bachelor’s degree in Marketing, Business Management, Communication, or related field.
• Postgraduate certification in Customer Experience, Service Design, or Business Administration.

DESIRED EDUCATION

• Postgraduate degree in Marketing, Customer Experience Management, or related discipline.

REQUIRED EXPERIENCE

ESSENTIAL EXPERIENCE

• Minimum 8–10 years in customer experience, service design, or marketing leadership roles.
• Experience in stakeholder engagement.
• Solid understanding of healthcare or service -driven industries 

DESIRED EXPERIENCE

• Experience with digital health tools, CRM systems, and client engagement platforms.
• Demonstrated ability to lead transformation programmes focused on customer/client experience.

KEY RESPONSIBILITY AREAS

• Customer Experience Strategy: Lead the development and implementation of a customer experience strategy aligned with business and marketing goals.
• Voice-of-Customer: Lead the establishment and scaling of Voice-of-Customer programmes to capture feedback continuously and ensure insights are actioned to drive tangible improvements. Ensure cross-functional collaboration and alignment across departments to embed customer-centric approaches.
• Customer Journey Design & Improvement: Oversee customer journey mapping and insights, including identifying pain points and moments of truth using quantitative and qualitative insights. Lead customer journey improvement initiatives across key service lines.
• Customer Insight & Analytics: Oversee measurement frameworks and provide insights to inform decision-making and performance reporting. This includes data analysis, persona development, and insight generation activities.
• Compliance, Governance & Risk: Ensure customer experience practices comply with healthcare regulations, POPIA, and organisational governance requirements.

REQUIRED JOB SKILLS AND KNOWLEDGE

• Customer Experience Management principles and frameworks
• Service design and customer journey mapping
• Data analytics and insight generation (NPS, CSAT, VOC tools)
• Communication and stakeholder management
• Team leadership and people development
• Presentation and report writing
• Healthcare service delivery models
• Change management and cultural transformation
• CRM systems and digital engagement platforms
• Financial and business acumen (budgeting, ROI on CX initiatives)
• Knowledge of regulatory and compliance requirements (e.g., POPIA, healthcare standards)
• Project Management methodologies

Closing date: 14/01/2026