Customer Experience & Marketing Coordinator – Equity Afya at Equity Bank Kenya

Job Description

Job Purpose:

Reporting to the Head of Partnerships, Customer Experience and Business Development, the

Customer Experience & Marketing 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 experience 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

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.

Coordinate patient outreach programs such as workshops, webinars, and community events

that enhance engagement and education.

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 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, Professional training, Experience, Competencies & Skills:

Bachelor’s degree in marketing, Communications, Healthcare Administration, or a related

field.

Additional certifications or training in customer experience or healthcare marketing is a plus.

Minimum of 3 years of experience in customer experience, marketing, or patient relations in

a clinical or healthcare setting.

Proven track record in relationship management, digital marketing, social media

management, and content creation.

Experience working with clinical teams to create customer-centric marketing campaigns.