Patient Experience Director

Our client is a major healthcare group in Saudi Arabia, recognized for its commitment to clinical excellence, continuous expansion, and service innovation. With a large multi-hospital network, the organization is investing heavily in elevating patient-centered care and implementing world-class experience standards. This role sits at the corporate level and works directly with senior leadership to influence strategy across all facilities.

Responsibilities

• Develop the patient experience strategic roadmap and ensure alignment with the group's corporate vision.
• Define departmental objectives, KPIs, and performance indicators, monitoring progress and reporting to senior leadership.
• Produce regular departmental performance reports and support the achievement of organizational goals.
• Lead annual budget planning for the department, ensuring alignment with strategic priorities.
• Monitor budget utilization, report progress, and identify initiatives that support financial performance or reduce operational risks.
• Stay updated on global patient experience trends and integrate best practices across the network.
• Ensure compliance with accreditation standards and relevant regulations.
• Build strong relationships with internal functions, promoting awareness of the patient experience mandate.
• Collaborate with cross-functional teams (Digital, Technology, Marketing, etc.) to implement systems supporting the PX strategy.
• Drive the development and alignment of standardized patient journeys across all facilities.
• Represent the department in committees and meetings related to patient-centered care.
• Oversee patient survey programs and manage participation in accreditation activities.
• Ensure consistent implementation of patient-focused programs across the network.
• Analyze survey data, dashboards, and performance indicators to identify strengths, gaps, and improvement opportunities.
• Develop corrective action plans for underperforming areas and lead continuous improvement initiatives
• Lead, mentor, and develop the patient experience team, ensuring alignment with departmental goals.
• Set performance objectives, conduct evaluations, and provide regular developmental feedback.
• Ensure team operations adhere to organizational policies and standards.

Qualifications

• 15+ years of relevant experience, with 10+ years in leadership roles within patient experience, service excellence, quality, or related healthcare functions.
• A Master's degree in Business, Marketing, Healthcare Management, or a related field (MBA preferred).
• Deep knowledge of patient experience methodologies, accreditation standards, and performance measurement tools.
• Strong analytical skills with a data-driven approach to decision making.
• Proven experience driving cultural transformation and large-scale patient-centered initiatives.
• Exceptional leadership, communication, and stakeholder management skills, with the ability to influence across complex healthcare environments.
• A passion for elevating service quality and delivering world-class patient experiences.