Manager, Patient Experience (Data Analytics, AI, and Service Innovation)

You will plan, develop, and implement service quality strategies to drive service excellence across the Hospital. You will lead patient and staff engagement initiatives, oversee service quality programmes, and champion innovation efforts that enhance and sustain the culture of excellence.

You will oversee the Data Analytics, AI and Service Innovation (DAIS) team and be responsible for monitoring service standards, analysing feedback trends, and leading improvement initiatives in collaboration with internal and external stakeholders. Additionally, you will drive service quality education, awards and recognition programmes, as well as champion the adoption of AI and innovation projects, including the Patient Service Ambassadors Programme and Generative AI communication training tools

Requirements

• Degree in any discipline with 6 years of relevant experience
• Strong analytical, organisational and conceptualisation skills, with the ability to translate insights into actionable improvements
• Excellent interpersonal and communication (written and verbal) skills, with the ability to engage stakeholders at all levels
• Professional disposition with strong leadership qualities
• Proficiency in Microsoft Office applications
• Familiarity in working with Tableau dashboards or survey systems such as Qualtrics or similar
• Keen interest in AI-driven process