Assistant Manager/Manager, Service Experience

About the role:

The most meaningful work often happens behind the scenes.

In unscripted conversations. In moments without clear answers.

And in the opportunities to listen deeply, understand broadly, and build bridges where different perspectives meet.

As the Service Experience Assistant Manager / Manager, you will be at the forefront of shaping how people experience St Luke's ElderCare at every touchpoint. This role is for those who thrive in complexity, think beyond the obvious, and engage confidently with stakeholders, not just to manage expectations but to leave people feeling seen, valued and heard.

It also calls for individuals who excel in difficult situations, embrace challenging conversations with customers, and have the ability to turn these interactions around with confidence and care.

You will identify opportunities for improvement, influence meaningful change, and create an environment where the service experience is not just delivered, but deeply felt.

This is your opportunity to help define what exceptional service looks like for the next chapter.

Your Mission:

Consistency Architect: Align SOPs and charters. Build a cycle of improvement. Capture service recovery stories that inspire.

Recognition Builder: Scale recognition into a multi-tier framework that fuels pride, culture, and external visibility.

Engagement Champion: Elevate ordinary experiences into defining moments.

Recovery Strategist: Transform feedback into trust. Lead investigations. Design systemic fixes. Make escalations a chance to shine.

Insight Explorer: Deploy surveys as listening tools. Translate data into bold interventions. Close service gaps before they widen.

Qualifications & Experience:

• 5 – 6 years of transferrable experience where crafting exceptional service moments come naturally.
• A passion for people and culture.
• Candidates from non-healthcare industries with relevant skills are strongly encouraged to apply.
• Flexibility and adaptability to thrive in evolving situations.
• Degree or diploma in any discipline