Customer Experience Lead

Customer Experience Lead

Tend is a digital-first, full-service GP provider. We’re re-imagining the way people access primary healthcare, through world-class design and technology. People are at the heart of everything we do. We have a diverse group of clinicians, business entrepreneurs and technologists who work in a collaborative culture. We're looking for people who strive to be better and who want better healthcare experiences. Come share our compassion, creativity and willingness to be bold.

The Customer Experience Lead will partner with managers and relevant stakeholders to support stronger engagement with patients and support Tend to deliver healthcare to meet their needs. You will support our team to ensure the customer's experience is smooth and that they receive a comprehensive healthcare journey that is seamless, easy to access and safe. 

At Tend we offer a customer patient journey that is all about listening to and understanding individual needs and tailoring services to meet them. This role is pivotal to our Customer Experience team, as we interact with new and existing customers to identify opportunities for better service delivery, accessibility and ease of use.

You'll be leading our Customer Experience function for our Auckland central clinic(s). You are also tasked with ensuring the smooth operations of our clinic(s) to uphold our excellent customer journey, working closely with our clinical team at each site.

Your core responsibilities will include:

  • Lead Patient Experience delivery 

  • Site & operational management

  • Project management

  • Project management

  • Relationship management

Experience Required:

  • Minimum 2-3 years employment in Customer Experience related work.

  • Solid customer orientation, core understanding of the customer lifecycle and customer needs, and how customer insight and customer strategy drives experience.

  • Breadth of strategic and functional experience across customer journey mapping and profiling, CX, insights and analytics interpretation

  • Demonstrated experience in delivering commercially successful customer experience into the market 

  • Solid experience and understanding of CRM practices and solutions

  • Exceptional written and verbal communication skills

  • Analytical thinking skills and the ability to exercise sound judgement when making decisions

  • Extremely organized and detail oriented with ability to delegate tasks as needed

  • Site management or operational management experience is preferred, with experience leading a team.

For a confidential chat, a copy of the job description or to find out more about the role, please contact William on 021 135 0204 or