Customer Experience Manager at Valley Hospital

Customer Experience Manager at Valley Hospital – Valley Hospital Kenya Job Details

About the Role

Valley Hospital is recruiting a Customer Experience Manager to lead patient-centred service delivery across the organisation. This full-time position is based in Nairobi and sits at the centre of how the hospital manages its relationship with patients, staff, and external partners. The Customer Experience Manager at Valley Hospital will shape how patients move through care pathways, from first contact through to discharge and follow-up.

Healthcare service delivery depends on consistent, empathetic engagement at every touchpoint. The successful candidate will take ownership of patient satisfaction metrics, coach frontline teams on service standards, and build systems that translate patient feedback into operational improvements. This role requires someone with healthcare knowledge, proven leadership experience, and the ability to influence change across multiple departments.

Key Responsibilities

• Lead and manage customer service teams to deliver consistent, high-quality patient interactions across all hospital touchpoints.
• Design and enforce service standards that align with hospital values and patient expectations, then monitor compliance through audits and feedback.
• Address patient complaints and concerns directly, ensuring timely resolution and follow-up that prevents escalation.
• Gather and analyse patient feedback through surveys, complaint data, and direct input, then translate findings into service improvement plans.
• Coordinate communication between patients, hospital departments, clinical staff, insurance companies, and other external stakeholders to remove friction from the care experience.
• Develop and implement strategies that boost patient satisfaction scores, retention, and word-of-mouth referrals.
• Coach team members on conflict de-escalation, empathy, and problem-solving so they can resolve issues at the point of contact.

Requirements & Qualifications

• Bachelor’s degree in Healthcare Management, Business Administration, Communications, or a related discipline.
• Minimum five years of relevant experience in customer service, patient engagement, or hospital operations.
• At least two years in a formal leadership role managing teams in an organisation of comparable size and complexity.
• Solid understanding of customer service principles, patient engagement frameworks, and service recovery best practices.
• Working knowledge of hospital operations, patient care workflows, healthcare compliance requirements, and regulatory standards.
• Excellent verbal and written communication abilities, with the capacity to tailor messaging for different audiences.
• Strong emotional intelligence, empathy, and professionalism when handling sensitive patient situations.
• Proven problem-solving and conflict resolution skills, with the ability to make decisions under pressure.

What to Expect

• You will work across multiple departments and engage with clinical, administrative, and support staff, requiring strong collaborative and influencing skills.
• The role involves managing competing priorities and responding to both planned improvements and reactive patient concerns.
• This Customer Experience Manager at Valley Hospital position in Nairobi is open to qualified candidates. Click Apply below to submit your application.