Customer Experience Manager

About the role

Ethio TEBIB Hospital is seeking a strategic Customer Experience Manager to lead the design and delivery of an exceptional patient journey. This senior position works closely with clinical and administrative leaders to embed a culture of service excellence across all touch‑points.

Key responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with the hospital’s vision.
• Supervise, mentor, and grow a team of Customer Service Officers.
• Map, evaluate, and continuously improve the patient journey across all services.
• Define, monitor, and refine service standards and best practices.
• Design and manage patient satisfaction measurement programs, including surveys and interviews.
• Analyze experience data and trends to identify innovation opportunities.
• Partner with clinical and non‑clinical departments to enhance communication, accessibility, and patient flow.
• Lead improvement projects that support strategic objectives.
• Develop and deliver training, coaching, and recognition programs.
• Conduct regular audits and provide actionable recommendations to leadership.
• Prepare executive reports and dashboards on performance and initiatives.

Required profile

• Bachelor’s degree in a relevant field (Hospital Administration, Healthcare Management, Business, Public Health, Nursing, etc.).
• Master’s degree is an advantage.
• Minimum three years of progressive experience in customer experience, patient relations, hospitality, or service quality management.
• Proven leadership experience managing teams and driving improvement initiatives.

Required skills

What we offer

• Opportunity to shape patient experience at a leading Ethiopian hospital.
• Collaborative environment with clinical and administrative leaders.
• Professional development and leadership growth.