Customer Experience & Business Development Coordinator - Equity Afya at Equity Bank Kenya

Position Overview:

Reporting to the Head of Partnerships, Customer Experience and Business Development, the Customer Experience & Business Development Coordinator is responsible for enhancing the overall patient/customer experience while supporting marketing initiatives within the clinical setting. This role combines strategic marketing with customer service to ensure that patients, healthcare professionals, and other stakeholders receive clear, consistent, and engaging communications that support the clinic's services, values, and brand. The coordinator will work closely with clinical teams to improve customer touchpoints and contribute to marketing efforts that promote clinical services and ensure an exceptional patient experience across the network.

Key Responsibilities:

• Develop, implement, and monitor strategies to enhance patient/customer experiences across various touchpoints (e.g., in-clinic, online, post-visit).
• Gather feedback from patients and customers through surveys, interviews, and other tools to identify areas for improvement.
• Collaborate with clinical teams and other departments to address and resolve patient concerns or issues.
• Maintain and improve patient journey maps, ensuring seamless experiences from appointment booking to follow-up.
• Ensure consistent communication and follow-through with patients, answering queries, and guiding them through processes related to clinical services.
• Assist in creating and executing marketing campaigns aimed at promoting clinical services, patient education, and brand awareness.
• Write and produce marketing content for a variety of platforms (website, social media, email newsletters, brochures, etc.) with a focus on patient needs and clinic offerings.
• Collaborate with the clinical and marketing teams to develop targeted materials that align with the clinic's clinical goals, branding, and patient engagement strategies.
• Support digital marketing efforts including website updates, email campaigns, and social media initiatives to drive patient engagement and brand awareness.
• Ensure consistent, clear, and accurate messaging across all marketing and customer experience materials to reinforce the clinical brand.
• Collaborate with the marketing team to create promotional materials (e.g., flyers, newsletters, patient brochures) that align with both brand and clinical communication standards.
• Monitor and assess the impact of marketing activities on customer perceptions and satisfaction.
• Develop and implement patient education strategies, materials, and campaigns to increase awareness of clinical services, treatments, and health topics.
• Partner with clinical staff to ensure patient education materials are accurate, up-to-date, and aligned with best practices.
• Track and analyze patient feedback, marketing campaign performance, and customer service metrics to improve the customer experience and marketing effectiveness.
• Prepare reports on customer experience metrics, campaign performance, and trends in patient satisfaction.
• Suggest improvements to clinical services and marketing strategies based on data-driven insights.
• Work closely with clinical leadership, patient services, and other teams to ensure alignment on customer experience initiatives and marketing efforts.
•  Provide support to clinical leadership in addressing specific patient concerns or improving service delivery.
• Engage with external vendors, partners, and agencies to enhance marketing outreach and customer experience strategies.

Qualifications

Qualifications & Skills:

• Bachelor’s degree in Marketing, Communications, Healthcare Administration, or related field.
• Additional certifications or training in customer experience or healthcare marketing is a plus.
• Minimum of 2-3 years of experience in customer experience, marketing, or patient relations in a clinical or healthcare setting.
• Proven track record in digital marketing, social media management, and content creation.
• Experience working with clinical teams to create customer-centric marketing campaigns.