Head of Customer Experience
About the company
MedGrocer's digitally-enabled medicine programs, telehealth services, and corporate clinic medical staff work with hundreds of employers and pharma companies to improve the physical and mental health of over one million Filipinos every year.
Your tasks
The Head of Customer Experience is the architect of the patient journey. You define the holistic experience framework that ensures MedGrocer remains the most trusted health partner for patients, focusing on long-term retention and service innovation.
Why Join MedGrocer? You will have the autonomy to architect the company’s patient experience standards and lead high-impact service design projects. Your leadership in defining the patient journey ensures that every interaction enhances the lives of patients through our innovative platform.
- Design and govern the enterprise-wide patient experience roadmap, ensuring a seamless journey across telehealth, pharmacy, and clinic touchpoints.
- Architect sophisticated customer health scoring and voice-of-the-customer (VoC) frameworks to drive data-driven product and service pivots.
- Lead the digital transformation of service delivery by integrating AI, automated workflows, and CRM systems to scale support without losing quality.
- Establish global service level benchmarks and quality assurance standards that align with international healthcare excellence.
- Serve as the executive advocate for the patient, influencing product development and operational strategy based on deep behavioral insights.
Requirements
- Bachelor's degree in Business, Communications, or a related field.
- 6-12 years of experience in customer experience leadership, ideally in high-growth tech or healthcare.
- Proven track record of designing and scaling service ecosystems for large-scale operations.
- Mastery of CRM systems and advanced data analytics.
- Must work onsite in Makati City.
What we offer
- Performance Incentives & Career Progression: Recognition through clear pathways for advancement, promotion opportunities, and performance-based bonuses.
- Growth & Impact: A clear path for professional development and the opportunity to make a tangible impact on patient health.
- Cross-Functional Learning: Opportunities to collaborate across different teams, expanding your skill set and broadening your understanding of the business.
- Health & Wellness Coverage: HMO benefits to ensure your peace of mind, paired with free medical consultations and unlimited essential medicines.
- Paid Time Off: Paid leaves to rest, recharge, and attend to personal priorities.
How to apply
Our application process typically takes one to three weeks, depending on your availability and progress:
Step 1: Submit your application form and complete the online assessment within seven days. Afterwards, results are shared in one to three business days.
Step 2: Qualified candidates attend a full-day onsite evaluation. Progression depends on performance at each stage. HR will notify you if your evaluation concludes early. Please arrive at the venue between 8:00 AM and 9:00 AM. The detailed schedule is as follows:
Step 3: Final review and background checks occur within three business days. Additional interviews may be requested.
Step 4: Receive final results within five to seven business days.
Other
Initial Assessment 8:00 AM - 10:00 AM: Onsite Assessment
Supplementary Assessment (as needed) 10:00 AM – 12:00 PM: HR Panel Interview
12:00 PM – 1:00 PM: Lunch Break
1:00 PM – 4:00 PM: One-on-One Interviews
4:00 PM – 5:30 PM: CEO Forum