[Hiring] Patient Experience Director (Bilingual Arabic and English) Dubai UAE

Position: Patient Experience Director (Bilingual Arabic and English)

Date Posted: 1 June 2026

Industry: Healthcare / Fertility Services / Patient Experience Management

Employment Type: Full Time

Experience: 7+ Years in Patient Experience, Customer Experience, or Service Excellence, Including 4+ Years in Healthcare

Qualification: Fluent in Arabic and English

Salary: AED 5000 to 10000 (estimated)

Location: Dubai, United Arab Emirates

Company: Fakih IVF

Description:

A leading fertility healthcare organization is seeking a highly experienced Patient Experience Director to oversee and elevate the patient journey across multiple fertility centers. This senior leadership position will focus on creating a seamless, compassionate, and patient-centered experience from initial inquiry through treatment completion and follow-up care.

The successful candidate will play a key role in improving patient satisfaction, strengthening service quality standards, and ensuring emotional wellbeing remains an integral part of the care process. Working closely with operational and clinical teams, the director will lead initiatives that enhance patient engagement, communication, and overall service excellence.

This role also involves driving continuous improvement across multiple locations, implementing best practices, managing patient feedback programs, and supporting digital transformation initiatives that contribute to a world-class patient experience.

Key Responsibilities:

• Lead the design, evaluation, and continuous enhancement of the patient journey across all centers.

• Implement strategies that improve patient satisfaction, retention, and overall service quality.

• Develop and oversee emotional support initiatives to enhance patient wellbeing throughout treatment.

• Manage complaint resolution processes and lead service recovery efforts for complex patient concerns.

• Monitor patient feedback programs, surveys, and performance indicators including satisfaction metrics and NPS scores.

• Create and deliver staff training programs focused on empathy, communication, and patient-centered care.

• Standardize patient communications to ensure consistency, professionalism, and compassion across all channels.

• Conduct regular site visits, audits, and assessments to maintain service excellence standards throughout the group.

• Oversee digital patient touchpoints, including patient portals, applications, and online reputation management initiatives.

Requirements:

• Minimum 7 years of experience in Patient Experience, Customer Experience, or Service Excellence.

• At least 4 years of experience within a healthcare environment.

• Demonstrated success in improving patient satisfaction and service quality outcomes.

• Excellent leadership, communication, and stakeholder management abilities.

• Fluent verbal and written communication skills in both Arabic and English.

• Ability and willingness to travel regularly across multiple healthcare centers.

• Experience within fertility, oncology, or other specialized healthcare settings is highly preferred.

• Strong knowledge of:

• Patient experience strategy and service excellence frameworks

• Complaint management and service recovery methodologies

• Patient feedback systems, reporting, and performance metrics

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