Customer Experience Manager
Newly created executive role reporting to the CEO responsible for transforming the customer experience with 5 direct reports and a team of 400
Summary about this job
Management
Company: Western Diagnostic Pathology
Location: Perth
Work type: Full Time
Salary: n\a
Phone: +61-8-9425-2962
Fax: +61-8-1893-1964
E-mail: n\a
Site: n\a
Detail information about job Customer Experience Manager. Terms and conditions vacancy
Western Diagnostic Pathology (WDP) provides diagnostic pathology services to more than two million patients throughout Western Australia and the Northern Territory each year. We have 10 medical laboratories across the region, more than 200 collection sites, and a team of nearly 900 people who are dedicated to providing quality care to patients, and accurate and timely results to medical practitioners. We pride ourselves on our commitment to research, innovation, and continuous improvement.
In order to deliver a superior service to patients and practitioners across western and central Australia, we need a passionate team of talented professionals who are committed to working with us to build strong relationships with medical practitioners by putting them, and the patients they represent, at the centre of everything we do.
This newly created role, reporting to the Chief Executive Officer is responsible for transforming the customer experience through the delivery of quality frontline services. The successful candidate will drive efficiencies in the team through management of key performance indicators and create a high performing team through strong employee engagement.
About the role
- Lead a Collections team of four hundred people with five direct reports
- Drive improvements in the customer experience through coaching and development of your team
- Create an environment of continuous improvement through review of analytics in relation to trending of key performance indicators, process review and simplification
- Review end to end processes with a view to delivering an improved employee and patient experience and removing duplication
- Work closely with our Business Development team to identify future business opportunities
- Collaborate and communicate effectively with key stakeholders in identifying and delivering change in line with business strategy that drives customer satisfaction
To be successful in this role the successful candidate will need to possess
- A degree or relevant qualification in a business related discipline will be considered highly advantageous
- Significant experience in a service focussed management role that has delivered a positive customer experience
- A superior communicator with excellent written, verbal and presentation skills and demonstrated ability to apply these skills with a wide range of stakeholders
- Demonstrated experience utilising analytics to identify opportunities for continuous improvement
- Experience in Pathology or Health related field is highly desirable but not essential
This is an exciting opportunity to join and grow your career with a progressive healthcare leader. If this role is strongly suited to your experience and skills, forward your resume and covering letter to [email protected] by 27 July 2018. Please quote reference number 53/18.
For a confidential discussion please contact Tania Baldwin, Human Resources Manager on (08) 9317 0761.
Only those candidates short-listed will be contacted and may be required to provide a current national Police Check. Only applicants with the right to work in Australia may apply. All appointments are made subject to the successful applicant understanding and complying with the Western Diagnostic Pathology Immunisation Policy.