Service Experience Manager

Job Description

<strong>Role Purpose</strong><p><br></p>The manager has the active role in innovate and elevate the customer experience to unprecedented levels by incorporating advanced scientific and technological innovations into service delivery.<p><br></p>The professional strategic focus on incorporating big data, genetic data, and personalized medicine practices, which is expected to transform the interaction, engagement, and results for the customers.<p><br></p>The manager will understand the scientific and ethical implications of personalized medicine and work with the medical team to ensure its correct execution. This will involve creating, coordinating, and implementing strategies to personalize clients’ treatments and wellness plans based on their unique genetic makeup, lifestyle, and health data.<p><br></p>The manager will also work with genetic data, facilitating its use in guiding wellness programs and health interventions personalized to every customer. Collaborating with the genomic sciences and technology teams, they will have to ensure that the company is making optimum use of genetic information predicted health risks, fitness profiles, diet recommendations, and more.<p><br></p>The individual works very closely with the rest of the sector and formulates requirements and expectations on assets, equipment, and technical solutions. The individual will actively liaise with other relevant sectors during the development stage of masterplans and asset design projects.<p><br></p><strong>Key Accountabilities &amp; Activities</strong><p><br></p><ul><li> Support in the development and delivery of the division strategy through hypothesis development, scenario testing, feasibility studies and related tasks</li><li> Contribute to preparation of reports and presentations in the annual planning and budgeting cycle</li><li> As part of the team</li><li> analyse and forecast health and wellbeing demands and translate into high level requirements on assets, equipment, and digital infrastructure.</li><li> Reassess and adjust targets and implementation plans accordingly to new and/or changed master plans</li><li> Support in development of structures and processes for monitoring of projects and activities</li><li> Independently lead and deliver assigned activities and projects</li><li> Proactively identify risks and develop mitigation plans</li><li> Provide periodic reports regarding project progress, challenges, risks, and mitigation plans</li><li> Actively take part of and contribute to workshops and activities related to asset, equipment and digital infrastructure development</li><li> Creating, coordinating, and implementing strategies to personalize clients’ treatments and wellness plans based on their unique genetic makeup, lifestyle, and health data.</li><li> Evaluate and incorporate the latest medicinal advancements in order to provide updated and improved service to the clients.</li><li> Contribute to development of scope of work documents</li><li> Support in internal and external communications activities</li><li> Actively participate in sector and cross sector meetings and initiate meeting structures for effective interaction with stakeholders related to assignments</li><li> Manage stakeholders’ feedback on issues, challenges and unmet requirements and develop action plans</li><li> Act as a role model for the sector in interaction with other sectors and departments</li><li> Lead by example, supervise and coach team members and colleagues to perform at their best</li><li> Promote a high-performance working environment embracing NEOM’s values</li></ul><p><br></p><strong>Key Stakeholders</strong><p><br></p><ul><li> All Health Wellbeing &amp; Biotech divisions</li><li> Other Sectors and Departments e.g., Sport, Education, Food, Environment, Operations, Projects, Technology &amp; Digital, etc.</li><li> Healthcare Regulatory Authorities (worldwide)</li><li> Health services providers</li><li> External consultants</li></ul><p><br></p><strong>Qualifications / Requirements</strong><p><br></p><ul><li> 10 years of experience in costumer experience</li><li> Min 5 years of experience in healthcare</li><li> Bachelor’s degree in business administration, Customer Relations, Health Administration or a related</li><li> Master’s Degree in management or Health related topics is beneficial</li><li> Advanced certificates in Project Management, Big Data, or Quality Management</li></ul>