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Job Description & How to Apply Below
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 Rainbow’s 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.
6–10 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
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