Customer Experience Officer - Ndonyo Healthcare

Ndonyo Healthcare is a private hospital based in Naivasha town.
We currently have branches at Gilgil, Kwa Muhia off Moi Southlake Rd Naivasha and Naivasha Town.
We are currently looking for a qualified and dedicated candidate to fill the following position;
Job Title: Customer Experience Officer – Town Branch
Duties and Responsibilities include but are not limited to:

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• Develop & implement customer service standards & policies to ensure positive patient experience throughout the customer journey.
  
• Serve as the escalation point for patient feedback and enquiries, assisting the receptionist with complex patient situations requiring intervention
  
• Review and escalate patient feedback to the relevant departments & follow through to ensure the feedback is resolved
  
• Monitor and track patient feedback trends to identify recurring issues and give recommendations on areas of improvement
  
• Responsible for production of timely customer service reports based on key performance indicators.
  
• Implement effective tracking on customer service improvement plans.
  
• Play the role of the customers advocate to ensure they receive quality service from all functions of the hospital.
  
• Implement the Customer Events Calendar for the year and recognized world and national events.
  
• Direct, monitor and implement Customer Service Performance indicators-TAT and manage accurate daily, weekly and monthly quantitative reports to guide decision making.
  
• Effectively manage customer/client feedback with appropriate tools and approaches such as Customer Engagement forums
  
• Ensure effective management of customer complaints both internal and external.
  
• Set up institutional structures to motor, track and ensure customers concerns and resolved promptly
  
• Perform any other related duties as assigned by management
  

Qualifications and Requirements

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• Bachelor’s Degree in either of the following disciplines, Marketing, PR/ Communication, Customer Service or related studies
  
• Working knowledge of customer service software, databases and tools.
  
• Ability to think strategically.
  
• Strong client-facing and communication skills
  
• Customer service orientation/ Patient experience advocate
  
• Over three (3) years of relevant experience
  

Application Instructions
Interested candidates to email their cover letter and detailed curriculum vitae ONLY; including names and contacts of three references, to (recruitment@nhcmaisha.co.ke) on or before 31st May, 2026. The email subject line MUST include title of the position being applied for.
“NHC Maisha is an equal opportunity employer