Head of Customer Experience (MY)

About the Company

ORA is a house of consumer healthcare brands aiming to build a core shared technology and services layer. The core thesis here is that demographic-focused digital clinics can leverage a shared technology and services platform to provide a differentiated and comprehensive care experience for patients seeking care for a wide variety of conditions.

ORA has built 3 brands across 3 markets in less than 2 years and we’re ready to accelerate our growth. What has traditionally been a continuous improvement stream instead of BAU now needs to be developed into something more scalable, more sustainable and more structured.

Being practically unconstrained in the opportunities we can go after is core to ORA’ nature. While this is a great position to be in when everything is possible, prioritisation can become extremely challenging. Time is our most scarce resource and optionality is our biggest distraction. 

About the Role

At ORA, we’re committed to delivering high touch, high quality care and ensuring a seamless experience at every touchpoint. As we continue to innovate and expand our offerings, we are seeking a talented and experienced Head of Customer Experience to lead our efforts in providing unparalleled service and support to our patients.

As the Head of CX, you will establish the vision for the CX function at ORA. This role will provide strategic direction on our approach to customer experience and customer support (email, social, live chat, marketplaces & etc) at scale. This is a cross-functional leadership role that will serve as the voice of the customer within the organisation and be responsible for driving high levels of satisfaction (measured by NPS and CSAT), customer retention and new business growth. This role requires a high level of analytical abilities, alongside a demonstrated track record of strategy development, innovation, and delivering measurable performance improvements. 

Responsibilities:

• Develop the long-term vision for the future of customer experience at ORA, from how we use CX as a differentiator and growth lever, to the technology and tooling necessary to get us there.
• Lead and implement customer experience enhancements and projects from conception to completion, aimed at streamlining processes and enhancing efficiency. Take charge of initiatives such as AI chatbot implementation, integration of all chat platforms, and exploration of new tools to deliver seamless experiences.
• Implement best practices for customer support operations, including omni-channel support (e.g., chat, email, phone), ticket management, and escalation procedures.
• Drive initiatives to improve customer retention, upsell, and cross-sell opportunities through personalised engagement and tailored experiences.
• Create and implement an analytics strategy for best in class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/channels. 
• Champion the voice of our customers within the organisation, gathering feedback through patient surveys, reviews, and other channels, and advocating for customer needs and preferences in product development, marketing campaigns and business decisions.
• Cultivate a customer-centric culture within the organisation, emphasising empathy, responsiveness, and a relentless commitment to exceeding customer expectations.
• Advocate for changes in other departments’ ways of working and cross functionally collaborate with teams to implement changes required for the improvement of overall customer experience.
• Lead and mentor a team of motivated customer support operations professionals, ensuring they are equipped with the tools and resources needed to deliver exceptional service while thoughtfully scaling the team to support growth goals.
• Support workforce planning for the team, including budgeting, long-term volume forecasting for customer service labour requirements and aligning plans with performance metric goals. 

Experience required

About you:

• Proven track record of at least 8 years of experience in a customer experience leadership role, preferably in a high-growth startup or e-commerce environment.
• Deep understanding of customer experience principles, methodologies, and best practices.
• Strong leadership skills with the ability to inspire and motivate teams to deliver exceptional results.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and influence stakeholders at all levels.
• Analytical mindset with the ability to leverage data and insights to drive decision-making and optimise performance.
• Experience with customer experience technologies and platforms (e.g., CRM systems, customer feedback tools, analytics software).
• Passion for healthcare, wellness, and making a positive impact on people's lives.
• Flexibility to adapt to a fast-paced and dynamic environment, with a willingness to roll up your sleeves and dive into the details when needed.

Bonus points for:

• Scaleup experience. You’ve been part of companies that grew from 50 → 1000 headcount before. 
• B2C experience.

Values we want to see

• Curiosity: a growth mindset, a hunger to learn and expand horizons, a genuine interest in the world. The patience and perseverance to get it right, and the empathy for “Company” to find the right solutions.
• Capability: top of their game, unique and rare talent with the potential to build a once in a generation company with us.
• Humility: complete lack of arrogance and skilled at holding themselves accountable with owner mindset. High levels of self-awareness, always wanting to improve, most comfortable in a feedback culture. A true mix of ambition and compassion.
• Execution experience: a focus on disciplined execution. Not just a dreamer, not starting things but never ending them, but rather someone who knows how to get a job done.
• Owner mindset: they work with an ownership mindset and proactivity. It’s the Batman litmus test: are they happy to be whatever Gotham needs them to be?