Head of Customer Experience

6 months ago

Auckland City, New Zealand Tend Full time

We're all about changing the face of primary care - turning ordinary customer experiences into extraordinary moments of joy

We are a full-service GP provider, but not your typical GP practice. We’re re-imagining the way people access primary healthcare in our beautiful clinics, using a mobile app and exceptional customer experiences. The Tend customer journey is all about listening to and understanding individual needs and tailoring services to meet them. No one is having a great day when they need to see a doctor, but we want to make the process as stress-free as possible. If you're ready to dive into a pivotal role where you can make a real difference, work with an amazing team, have vast and exciting opportunities and limitless areas for growth, then you're in the right place

The Head of Customer Experience (Nationwide) will manage the day to day running of the Customer Experience Team (CET) across New Zealand, ensuring we are covered across all hours that Tend is operating, with holidays and sick leave being managed, and any team issues are addressed in conjunction with the People team and escalated as needed. The role will partner with managers and relevant stakeholders to support stronger engagement with patients and support Tend to deliver healthcare to meet their needs.

You will receive “on the ground” support from our local senior customer experience (CE) specialists, Clinic Operations Specialists, Operations Managers & other in-clinic managers to deliver the desired CET outcomes and customer experience we are known for.

This role reports to our Co-CEO & Co-Founder, Cecilia Robinson. You will partner with Leadership to make improvements to our processes, CE strategy, resolve operational challenges and deliver exceptional world-class customer experiences that’s modern and aligned with best practices.

**What you'll be leading**:

- Strategy & planning
- Day to day management of CET
- Responsibility for all things customer experience
- Integration of customer experience for clinics across the motu & best practice alignment
- Relationship management & stakeholder engagement for "world class" customer experience enablement.

**Our ideal leader will have**:

- Robust operational & people management experience in customer experience function
- Solid customer orientation, core understanding of the customer lifecycle and customer needs, and how customer insight and customer strategy drives experience
- Breadth of strategic and functional experience across customer journey mapping and profiling, customer experience, insights and analytics interpretation
- Demonstrated experience in delivering commercially successful customer experience into the market
- Financial literacy and commercially astute
- Organised, data driven & understand how to delegate work to mahi tahi across the business.

**If you would like a chat about this role prior to applying, please call William on 021 135 0204.

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