Senior Manager Customer Experience
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Job Location:
Stellenbosch - South Africa
Monthly Salary:
Not Disclosed
Posted on:
16 hours ago
Vacancies:
1 Vacancy
Job Summary
Mediclinic Southern Africa Corporate Office Stellenbosch South Africa
Closing date: 14/01/2026
Number of positions: 1
Recruiter name: Fiona Simone Anderson
Reference number: 65967
Workplace Type:custWorkplaceType
Permanent
Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile
MAIN PURPOSE OF JOB
To drive customer-centric marketing by leading the design implementation and continuous improvement of the organisations customer experience strategy across all healthcare touchpoints. The role ensures that patient and client interactions align with the organisations brand promise enhance satisfaction and support long-term loyalty.
The role ensures seamless personalised & empathic interactions that build trust enhance satisfaction and drive long-term customer loyalty through a holistic Voice of Customer approach.
REQUIRED EDUCATION
ESSENTIAL EDUCATION
ESSENTIAL EDUCATION
- Bachelors degree in Marketing Business Management Communication or related field.
- Postgraduate certification in Customer Experience Service Design or Business Administration.
DESIRED EDUCATION
- Postgraduate degree in Marketing Customer Experience Management or related discipline.
REQUIRED EXPERIENCE
ESSENTIAL EXPERIENCE
- Minimum 810 years in customer experience service design or marketing leadership roles.
- Experience in stakeholder engagement.
- Solid understanding of healthcare or service -driven industries
DESIRED EXPERIENCE
- Experience with digital health tools CRM systems and client engagement platforms.
- Demonstrated ability to lead transformation programmes focused on customer/client experience.
KEY RESPONSIBILITY AREAS
Customer Experience Strategy: Lead the development and implementation of a customer experience strategy aligned with business and marketing goals.
Voice-of-Customer: Lead the establishment and scaling of Voice-of-Customer programmes to capture feedback continuously and ensure insights are actioned to drive tangible improvements. Ensure cross-functional collaboration and alignment across departments to embed customer-centric approaches.
Customer Journey Design & Improvement: Oversee customer journey mapping and insights including identifying pain points and moments of truth using quantitative and qualitative insights. Lead customer journey improvement initiatives across key service lines.
Customer Insight & Analytics: Oversee measurement frameworks and provide insights to inform decision-making and performance reporting. This includes data analysis persona development and insight generation activities.
Compliance Governance & Risk: Ensure customer experience practices comply with healthcare regulations POPIA and organisational governance requirements.
REQUIRED JOB SKILLS AND KNOWLEDGE
- Customer Experience Management principles and frameworks
- Service design and customer journey mapping
- Data analytics and insight generation (NPS CSAT VOC tools)
- Communication and stakeholder management
- Team leadership and people development
- Presentation and report writing
- Healthcare service delivery models
- Change management and cultural transformation
- CRM systems and digital engagement platforms
- Financial and business acumen (budgeting ROI on CX initiatives)
- Knowledge of regulatory and compliance requirements (e.g. POPIA healthcare standards)
- Project Management methodologies
All applicants will be considered with the understanding that preference will be given in accordance with the Employment Equity Plan of Mediclinic Southern Africa as well as internal applicants/employees that meet the minimum requirements.
Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile
Required Experience:
Senior Manager
Key Skills
- Bilingual
- Linux Administration
- Documentation
- LNG
- Entry Level Finance
About Company
Mediclinic is focused on providing acute-care, specialist-orientated, multi-disciplinary healthcare services. The Group takes a sustainable, long-term approach to business, putting patients at the heart of its operations and consistently delivering high-quality healthcare services.
