Customer Experience Insights Manager at Intercare Group South Africa

Role Description

• In this pivotal role, you will transform patient feedback, behavioural data, and operational metrics into actionable insights that drive strategic improvements in service delivery, digital engagement, and overall patient satisfaction across our healthcare ecosystem. If you have a passion for data-driven decision-making in healthcare and a commitment to enhancing patient experiences, this is your opportunity to make a meaningful impact.

KEY RESPONSIBILITIES

• Experience Data Collection: Gather and organize patient feedback and experience data from multiple sources; ensure data completeness, accuracy, and alignment with business and clinical goals.
• Insights Generation: Analyse data to identify trends, pain points, and improvement opportunities; deliver clear and actionable insights.
• Dashboarding & Reporting: Design and oversee the development of experience dashboards; ensure timely and accurate reporting of metrics.
• Service Design by Journey Mapping & Service Blueprinting: Drive journey mapping workshops; document patient touchpoints and friction areas; identify friction points and co-create solutions with stakeholders.
• Stakeholder Collaboration: Work with cross-functional teams to embed insights into decision-making; support implementation of experience initiatives; collaborate with clinical, operational, and digital teams.
• Predictive & Prescriptive Analytics: Apply statistical and advanced analytics models to forecast experience trends and identify improvement opportunities; contribute to prescriptive recommendations; recommend interventions to improve outcomes.
• Innovation & Continuous Improvement: Propose and test new methods for capturing and improving patient experience; track impact of implemented changes.
• Data Governance & Ethics: Ensure ethical use of patient data; maintain compliance with privacy regulations.
• Design & Implement Customer Centred Culture: Create and implement a framework to foster a customer-centric culture.
• Service Recovery: Track and report on the group’s service recovery performance. Training & Enablement: Help teams interpret and apply insights effectively.

Role Requirements

REQUIREMENTS

• Bachelor’s degree in Marketing, Business Analytics, Psychology, or related field (NQF 7 minimum).
• Minimum 2 years relevant experience.
• Experience with data visualization tools.
• Proficiency in statistical analysis.
• Familiarity with journey mapping techniques.
• Knowledge of healthcare experience metrics advantageous.