Patient Experience Director

Job Description

🏥 We’re Hiring: Patient Experience Director (Bilingual Arabic and English)
📍 Location: Dubai (Head Office – Near Al Wasl Road, Jumeirah 1)
🕒 Employment Type: Full-Time 📈 Reporting To: Group COO

We are seeking an experienced Patient Experience Director to lead and enhance the patient journey across our fertility centers. This senior leadership role will be responsible for ensuring every matrix in patient satisfaction.

🔹 Patient Journey & Experience Design
Own and continuously improve the patient journey from first inquiry through post-treatment follow-up.
Identify and eliminate friction points while ensuring a seamless experience across all centers.
🔹 Emotional Care & Patient Wellbeing
Implement emotional support protocols during key stages of the fertility journey.
Partner with clinical teams to ensure emotional wellbeing is integrated into patient care.
🔹 Complaint Management & Service Recovery
Lead the group-wide complaint management process and resolution framework.
Personally oversee complex patient concerns and drive service recovery initiatives.
🔹 Feedback, Reporting & Performance Metrics
Manage patient feedback programs, surveys, and Voice of the Patient initiatives.
Track and report NPS, satisfaction scores, retention, and service performance metrics.
🔹 Staff Training & Patient-Centered Culture
Develop empathy and communication training programs for all staff.
Promote a culture where patient experience is a core organizational value.
🔹 Communication Standards & Service Excellence
Standardize patient-facing communications across all channels and centers.
Ensure sensitive information is delivered with clarity, professionalism, and compassion.
🔹 Cross-Center Governance & Continuous Improvement
Conduct regular site visits and patient experience audits across the group.
Drive consistency and implementation of best practices across all locations.
🔹 Digital Patient Experience
Oversee the patient portal, app experience, and digital patient touchpoints.
Support digital transformation initiatives while enhancing online reputation management.
Requirements

✅ 7+ years of experience in Patient Experience, Customer Experience, or Service Excellence
✅ Minimum 4 years within a healthcare setting
✅ Proven success in improving patient satisfaction and service quality metrics
✅ Strong leadership, communication, and stakeholder management skills
✅ Fluent in Arabic and English
✅ Willingness and ability to travel regularly across 7+ centers within the group to drive patient experience excellence and operational consistency
✅ Experience in fertility, oncology, or other complex healthcare environments is highly desirable