Job Title

Role: Cluster Customer Experience Lead Designation: Sr Manager-CXL Department: Service Excellence Reporting to: VP – Service Excellence Location: at Cluster location – Bangalore (Marathahalli), Chennai (Guindy), Hyderabad (Banjara hills) Cluster Scope - HYD + WarangalChennai + AP + GuwahatiBangalore + Delhi Role SummaryThe Cluster Customer Experience Lead drives patient-centricity across assigned hospitals, ensuring high service standards, strong governance, continuous improvement, and seamless facility support (Security, Housekeeping, Maintenance). The role ensures consistency across units while improving patient journeys and Service excellence.Key ResponsibilitiesImplement and monitor Rainbow’s service standards across the cluster.Conduct periodic service Audit and gap assessments.Drive initiatives that enhance the overall patient journey across touchpoints.Lead the Voice of Customer (VOC) and Net Promoter Score (NPS) program for the cluster.Ensure Security, Housekeeping, and Facility Vendors meet SLAs.Conduct facility readiness checks (hygiene, safety, equipment uptime).Oversee cluster-level complaint management including logging, investigation, escalation, and closure.Train units on complaint handling protocols and service recovery frameworks.Conduct training programs for front-line teams (FO, billing, nursing support, service teams).Partner with HR/L&D to build service excellence capability across roles.Ensure new joiners are onboarded with service standards awareness.Publish and maintain cluster-wide dashboards covering patient experience KPIs, complaints, audit scores, and process performance.Lead patient experience governance reviews with unit leadership teams.Manage cluster-level R&R programs to motivate front-line and support teams.QualificationsGraduate/Postgraduate in Healthcare/Hospitality/Business.6–10 years of customer experience/service excellence experience.Healthcare or hospitality background preferred.Multi-unit/cluster experience is an advantage.Success IndicatorsImprovement in NPS & CSAT scoresReduction in complaints & TAT SOP audit compliance across unitsImprovement project completion & impactFacility readiness scoresEngagement levels for R&R and training