Head, Patient Experience & Service Excellence

We are seeking an experienced Head, Patient Experience & Service Excellence to lead its patient experience function and drive a culture of service excellence across the organisation.

This is a senior leadership role for a strategic, people-oriented professional who understands that excellent healthcare is not only about clinical outcomes, but also about how patients are welcomed, communicated with, supported and cared for throughout their journey.

Key Responsibilities

• Patient Experience Strategy:
• Champion a patient-centred culture across the organisation.
• Translate patient feedback and experience data into actionable improvement initiatives.
• Develop and implement the organisation's patient experience strategy.
• Establish patient experience standards across clinical and non-clinical functions.
• Patient Journey & Service Excellence:
• Monitor adherence to established service standards.
• Identify service gaps, delays and pain points affecting patients.
• Develop initiatives to improve waiting times, communication, responsiveness and patient satisfaction.
• Map and continuously improve the patient journey across key touchpoints.
• Patient Feedback & Complaints:
• Oversee the management and escalation of patient complaints.
• Lead systems for receiving, analysing and responding to patient feedback.
• Identify recurring complaints and work with relevant departments to address root causes.
• Develop effective service recovery processes.
• Team Leadership:
• Lead and develop the Patient Experience team.
• Build a high-performing, empathetic and service-oriented team.
• Establish clear KPIs, responsibilities and service standards.
• Provide direction and coaching to the Patient Experience Lead and Patient Champions.
• Patient Experience Analytics:
• Develop and monitor key metrics such as:
• Net Promoter Score (NPS)
• Complaint Resolution Turnaround Time
• Patient Feedback Response Rate
• Patient Satisfaction
• Complaint Resolution Rate
• Waiting Time
• Service Recovery Rate
• Complaint Volume
• Prepare regular reports and dashboards for management.
• Cross-Functional Collaboration:
• Partner with clinical and non-clinical departments to improve patient-facing processes.
• Work with departmental leaders to implement sustainable service improvements.
• Facilitate cross-functional resolution of patient experience issues.
• Advocate for the patient while maintaining an understanding of operational and clinical realities.
• Service Culture & Continuous Improvement:
• Lead patient experience improvement projects.
• Use data, feedback and root-cause analysis to identify opportunities for improvement.
• Promote empathy, professionalism, courtesy and accountability.
• Develop patient experience and service excellence training programmes.
• Benchmark patient experience practices against relevant healthcare standards.
• What Success loooks like
• The successful candidate will drive measurable improvements in:
• Most importantly, this individual will help build a culture where patient experience is everyone's responsibility.
• Patient satisfaction | NPS | Complaint resolution | Waiting times | Patient communication | Service recovery | Patient journey | Service culture

Requirements

• Demonstrable experience in patient experience, healthcare operations, customer experience, service excellence or a related field.
• Minimum of 7 years' relevant professional experience, with at least 3 years in a leadership/supervisory role.
• Experience within a hospital or healthcare environment is strongly preferred.
• Proven experience managing patient complaints, service recovery and patient journey improvement.
• Bachelor's Degree in Healthcare Management, Business Administration, Public Health, Nursing, Psychology, Communications, Hospitality Management or a related field.
• A postgraduate qualification or professional certification in healthcare management, customer experience, service management, quality management or a related discipline is an advantage.
• Strong experience using data and metrics to measure and improve customer/patient experience.
• Key Competencies
• The ideal candidate should hav:
• Strong process and project management skills
• Data-driven problem-solving ability
• Strong conflict resolution skills
• High emotional intelligence and empathy
• Excellent stakeholder management
• Strong leadership and people-management skills
• Service excellence mindset
• Ability to influence across multiple departments
• High level of professionalism and discretion
• Exceptional interpersonal and communication skills
• How to Apply
• Interested and qualified candidates should send their CV to:
• cvmakeover.cv@gmail.com
• using the Job Title as the subject of the email.
• Application Deadline:
• 30th September, 2026.
• View all Jobs in Nigeria
• Ogun State and 1 other location
• Ogun State
• ,
• Mowe