Patient Experience Director

Monroe Consulting Group is recruiting on behalf of a leading healthcare organization in Indonesia. Our respected client is seeking a highly service-oriented and experienced professional for the position of Patient Experience Director, based in Jakarta, Indonesia.

Job Responsibilities:

• Develop and lead the overall Patient Experience and Service Excellence strategy, aligned with the organization’s vision and premium service positioning.
• Build the Patient Experience function and team from the ground up, including structure, capabilities, service standards, and performance indicators.
• Design and continuously improve the end-to-end patient journey, ensuring a seamless and high-quality experience across all patient touchpoints.
• Establish and implement service excellence standards, SOPs, and patient experience frameworks across the organization.
• Monitor patient feedback, satisfaction, complaints, and experience metrics to identify improvement opportunities and drive measurable actions.
• Work closely with clinical, operational, commercial, and support functions to embed a strong patient-centric and service-oriented culture throughout the organization.
• Lead service improvement and transformation initiatives to strengthen patient engagement, loyalty, and overall experience.
• Provide strategic recommendations to the President Director/CEO on patient experience trends, performance, and improvement priorities.

Job Requirements:

• Bachelor’s degree in Healthcare Management, Hospitality, Business, Communications, or a related field; postgraduate qualification is an advantage.
• Proven senior leadership experience in Patient Experience, Customer Experience, Service Excellence, Hospitality, or related functions.
• Experience within a premium private hospital or healthcare organization is strongly preferred; candidates from other premium service industries may also be considered.
• Demonstrated experience in building or transforming service excellence/customer experience functions, standards, and teams.
• Strong understanding of customer journey design, service standards, feedback management, and experience measurement.
• Highly passionate about service excellence and creating exceptional customer/patient experiences.
• Strong leadership, communication, influencing, and cross-functional stakeholder management skills.
• Strategic yet hands-on, with the ability to translate concepts into practical service improvements.