Case Study
Medenterprises
Chief Experience Officer
Customer-centric strategies designed to ensure that all Medenterprises products, services and experiences work better together, enhancing utility, relevancy, customer satisfaction and commercial results.​​
In 2023 I joined Medenterprises in the newly formed Executive Leadership team as Chief Experience Officer with the mandate to establish a company-wide customer-centric culture based on measurable outcomes.
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Working across the three brands of Medrecruit, Medworld and Medworld Institute, with the goal to create an ecosystem of services, products and digital experiences that integrate into the work lives of doctors and clients.
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As a leader of the cx, digital design and marketing teams, our focus was to surface the customer insights, metrics and measures as fast feedback loops to inform the business on the areas of focus to improve and enhance customer experiences to enable both customer and enterprise value.
Leading the UX and UI designers, we created a component based digital design system to connect all touchpoints of the customer journey, ensuring familiarity and reducing the learning curve when switching between marketing, products, services, placements and timesheets.
Creating connected digital journeys and experiences for a “lock-in” effect, enhancing customer loyalty and repeat interactions and ultimately increase life time value.
Customer metrics were established, monitored and measured across three key areas:
Experience Health Metrics: focuses on the overall quality and satisfaction of our doctor’s and client’s journey and experience with us. It evaluates how our customers interact with and feel about various aspects of our service, from initial registration through to placement and beyond.
Communication Health Metrics: assesses the effectiveness and impact of our interactions with customers across various channels. It ensures that communications are timely, relevant, and engaging, fostering a positive perception and keeping customers informed and involved.
Database Health Metrics: focuses on the growth, maintenance, and quality of our database. It involves ensuring the database is up to date, segmented effectively, and capable of supporting targeted marketing efforts and personalised customer experiences. It also gives us valuable visibility on market share.
In Nov 2024, we launched Medworld Institute to the medical student and doctor community.
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The Medworld Institute is a non-profit organisation uniting expert doctors, graduates, and medical education providers. Through evidence-based research, we identify the challenges facing the medical workforce and advocate for meaningful change.
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Launching via digital and social, the brand engagement scores in first week of launch:
​- 19 scholarship applicants
- 3 newsletter sign ups
- 965 new website users
- 85 Well Doctor series downloads
- 20K+ combined video views
- 10K views on Insta
