About this role

Head, Patient Experience & Service Excellence

CVM Careers - Our client, a leading and rapidly growing healthcare organisation, is recruiting suitable candidates to fill the position below:

Job Title: Head, Patient Experience & Service Excellence

Location: Mowe, Ogun

Employment Type: Full-time

Industry: Healthcare

We are seeking an experienced Head, Patient Experience & Service Excellence to lead its patient experience function and drive a culture of service excellence across the organisation.
This is a senior leadership role for a strategic, people-oriented professional who understands that excellent healthcare is not only about clinical outcomes, but also about how patients are welcomed, communicated with, supported and cared for throughout their journey.

Patient Experience Strategy:

Develop and implement the organisation's patient experience strategy.
Establish patient experience standards across clinical and non-clinical functions.
Champion a patient-centred culture across the organisation.
Translate patient feedback and experience data into actionable improvement initiatives.

Patient Journey & Service Excellence:

Map and continuously improve the patient journey across key touchpoints.
Identify service gaps, delays and pain points affecting patients.
Develop initiatives to improve waiting times, communication, responsiveness and patient satisfaction.
Monitor adherence to established service standards.

Patient Feedback & Complaints:

Lead systems for receiving, analysing and responding to patient feedback.
Oversee the management and escalation of patient complaints.
Develop effective service recovery processes.
Identify recurring complaints and work with relevant departments to address root causes.

Team Leadership:

Lead and develop the Patient Experience team.
Provide direction and coaching to the Patient Experience Lead and Patient Champions.
Establish clear KPIs, responsibilities and service standards.
Build a high-performing, empathetic and service-oriented team.

Patient Experience Analytics:

Cross-Functional Collaboration:

Partner with clinical and non-clinical departments to improve patient-facing processes.
Facilitate cross-functional resolution of patient experience issues.
Work with departmental leaders to implement sustainable service improvements.
Advocate for the patient while maintaining an understanding of operational and clinical realities.

Service Culture & Continuous Improvement:

Develop patient experience and service excellence training programmes.
Promote empathy, professionalism, courtesy and accountability.
Lead patient experience improvement projects.
Use data, feedback and root-cause analysis to identify opportunities for improvement.
Benchmark patient experience practices against relevant healthcare standards.
What Success looks like

The successful candidate will drive measurable improvements in:

Patient satisfaction | NPS | Complaint resolution | Waiting times | Patient communication | Service recovery | Patient journey | Service culture
Most importantly, this individual will help build a culture where patient experience is everyone's responsibility.

Bachelor's Degree in Healthcare Management, Business Administration, Public Health, Nursing, Psychology, Communications, Hospitality Management or a related field.
A postgraduate qualification or professional certification in healthcare management, customer experience, service management, quality management or a related discipline is an advantage.
Minimum of 7 years' relevant professional experience, with at least 3 years in a leadership/supervisory role.
Demonstrable experience in patient experience, healthcare operations, customer experience, service excellence or a related field.
Experience within a hospital or healthcare environment is strongly preferred.
Proven experience managing patient complaints, service recovery and patient journey improvement.
Strong experience using data and metrics to measure and improve customer/patient experience.
Key Competencies

The ideal candidate should have:

30th September, 2026.

Head, Patient Experience & Service Excellence