Patient Experience Manager

About the role

We are seeking a seasoned Patient Experience Manager to lead the design and execution of patient‑centred initiatives across our Madinah branch. The role focuses on elevating the entire patient journey, ensuring consistent, high‑quality service delivery throughout our healthcare facilities.

Key responsibilities

• Develop and implement comprehensive patient experience strategies and improvement programs.
• Monitor end‑to‑end patient pathways, identifying and acting on opportunities to boost service quality and satisfaction.
• Analyse feedback, surveys, complaints and KPIs to uncover trends and drive corrective actions.
• Lead patient engagement, communication and service‑excellence initiatives.
• Oversee complaint handling and service‑recovery processes to ensure timely resolution.
• Collaborate with clinical, nursing, operations and support teams to enhance overall experience.
• Create and maintain experience dashboards, KPIs and action plans.
• Conduct patient journey mapping and recommend process improvements at key touchpoints.
• Promote a patient‑centred culture through training and awareness programs.

Required profile

• Bachelor’s degree in Healthcare Administration, Business Administration, Quality Management or a related field.
• 5–7 years of relevant experience in hospitals or large healthcare organisations.
• Proven background in patient experience, patient relations, customer experience or healthcare quality.
• Strong knowledge of patient satisfaction measurement, complaint management and service recovery.
• Excellent leadership, communication, stakeholder management and analytical abilities.
• Experience working with multidisciplinary clinical and operational teams.

Required skills

What we offer

• Opportunity to shape patient experience at a leading healthcare provider.
• Collaborative environment with multidisciplinary teams.
• Professional growth in a fast‑moving hospital setting.