Reporting to the Group Head – Quality, Patient Safety & Clinical Affairs, the selected candidate will lead service excellence initiatives, manage feedback, conduct audits, analyze trends, and promote a consistent, patient-centered culture across C-Care Business Units.

What you will be doing:

• Driving the implementation of the C-Care Group’s patient service excellence framework across all BUs
• Ensuring service standards and patient engagement practices are aligned and consistently applied across countries
• Acting as the Group champion for empathy, responsiveness, and service quality in patient interactions
• Overseeing feedback systems (surveys, complaints, compliments, NPS) and analyzing patient experience data
• Preparing patient experience reports and executive summaries for BU leadership and the Board
• Planning and conducting patient experience audits in Mauritius, Uganda, Madagascar, and Kenya
• Recommending and monitoring corrective actions based on audit findings and root cause analysis
• Leading resolution of escalated complaints and ensuring timely follow-up across units
• Designing and facilitating training in patient communication, empathy, and service recovery
• Supporting staff onboarding and coaching initiatives to promote a service excellence culture
• Consolidating patient experience insights and strategic feedback for board-level reporting.

What are we looking for?

• Bachelor’s degree in Nursing, Marketing, Health Administration, or a related field (Master’s degree is an advantage)
• 3–5 years of experience in patient experience, healthcare quality, or service management
• Strong analytical and reporting skills with experience in patient feedback systems and audits
• Familiarity with international quality standards and accreditation frameworks (e.g. CHKS, COHSASA)
• Excellent communication and interpersonal skills
• Experience in staff training and facilitation within healthcare or customer service environments
• Ability to conduct audits and manage stakeholder engagement independently across multiple cultures
• Willingness and flexibility to travel between countries and manage multi-site operations.

Location: C-Care Corporate Office, Moka, Mauritius

Management reserves the right to call only the best candidates for an interview. If you have not received any communication after the deadline, feel free to call us for any query.