Job Description

As a Digital Experience Analyst, you play a pivotal role in enhancing the digital engagement between
Sunway Healthcare Group and its patients. Your primary focus will be on improving the user
experience of healthcare digital front door app, ensuring seamless patient interaction and
engagement.1. App User Experience Enhancement:

• Lead the enhancement of user experience within digital product, focusing on feature improvements and user-friendly navigation.
• Propose and oversee new feature development based on data-driven insights.2. Digital Patient Experience Analysis and Insight Generation:
• Conduct comprehensive reviews of user interactions and patient journeys.
• Analyze data from multiple channels to understand and improve patient experience.3. User Feedback and Sentiment Analysis:
• Develop mechanisms for effective feedback collection and analysis.
• Perform sentiment analysis to identify patient satisfaction levels and improvement areas.4. Advanced Analytics for Personalization:
• Implement personalized experiences using data insights.

5. A/B Testing, Prototyping, and Predictive Modeling:

• Design and implement A/B tests using multichannel insights.
• Utilize predictive modeling to inform test designs and customer behavior predictions.

6. Stakeholder Communication and Reporting:

• Develop and present comprehensive dashboards and reports.
• Serve as the primary contact for customer experience analytics.

7. CX Strategy Alignment:

• Align digital initiatives with broader CX goals.

8. Vendor/Partners Collaboration:

• Collaborate with vendors to guide feature enhancements based on data.

9. Documentation, Reporting, and Business Intelligence:

• Maintain meaningful documentation and utilize BI tools for KPI tracking.

Growth and opportunities| Professional development opportunities

• Agile Working: Skilled in Agile methodologies, able to lead teams, manage project outcomes, and adapt processes to maximize efficiency.
• Digital Perspective: Proficient in applying digital solutions, understanding user needs, and leveraging technology for optimized user experiences.
• Prototyping: Expertise in various prototyping methods, including coding, to validate concepts and guide product development.
• User Focus: Deep understanding of user needs, adept at creating user-centric designs and ensuring satisfaction across channels.
• Communication: Strong ability to liaise effectively between technical and non-technical stakeholders, ensuring clarity and mutual understanding.
• Community Collaboration: Effective in collaborative environments, problem-solving, and fostering team dynamics for successful project delivery.
• Evidence- and Context-based Design: Expert in designing systems for multiple services, utilizing user research and contextual data to inform design decisions.
• Working within Constraints: Ability to identify, communicate, and creatively work within various constraints, ensuring compliance and project feasibility.

Our client is a leading healthcare provider in Malaysia, renowned for its commitment to excellence in patient care, medical innovation, and community service. With state-of-the-art facilities and a team of highly skilled healthcare professionals, they deliver comprehensive medical services across various specialties, including primary care, tertiary care, and specialized treatments. Their dedication to advancing medical technology and implementing best practices ensures that patients receive the highest quality of care possible. Join our client and become part of a dynamic team dedicated to transforming lives and shaping the future of healthcare in Malaysia.

• Collaborative and Supportive Work Environment
• Professional Development Opportunities

Michael Page