Cluster Customer Experience Lead

Role: Cluster Customer Experience Lead

Designation: Sr Manager-CXL

Department: Service Excellence

Reporting to: VP Service Excellence

Location: at Cluster location Bangalore (Marathahalli), Chennai (Guindy), Hyderabad (Banjara hills)

Cluster Scope -

HYD + Warangal

Chennai + AP + Guwahati

Bangalore + Delhi

Role Summary

The Cluster Customer Experience Lead drives patient-centricity across assigned hospitals, ensuring high service standards, strong governance, continuous improvement, and seamless facility support (Security, Housekeeping, Maintenance). The role ensures consistency across units while improving patient journeys and Service excellence.

Key Responsibilities

• Implement and monitor Rainbows service standards across the cluster.
• Conduct periodic service Audit and gap assessments.
• Drive initiatives that enhance the overall patient journey across touchpoints.
• Lead the Voice of Customer (VOC) and Net Promoter Score (NPS) program for the cluster.
• Ensure Security, Housekeeping, and Facility Vendors meet SLAs.
• Conduct facility readiness checks (hygiene, safety, equipment uptime).
• Oversee cluster-level complaint management including logging, investigation, escalation, and closure.
• Train units on complaint handling protocols and service recovery frameworks.
• Conduct training programs for front-line teams (FO, billing, nursing support, service teams).
• Partner with HR/L&D to build service excellence capability across roles.
• Ensure new joiners are onboarded with service standards awareness.
• Publish and maintain cluster-wide dashboards covering patient experience KPIs, complaints, audit scores, and process performance.
• Lead patient experience governance reviews with unit leadership teams.
• Manage cluster-level R&R programs to motivate front-line and support teams.

Qualifications

• Graduate/Postgraduate in Healthcare/Hospitality/Business.
• 610 years of customer experience/service excellence experience.
• Healthcare or hospitality background preferred.
• Multi-unit/cluster experience is an advantage.

Success Indicators

• Improvement in NPS & CSAT scores
• Reduction in complaints & TAT
• SOP audit compliance across units
• Improvement project completion & impact
• Facility readiness scores
• Engagement levels for R&R and training