Waleed Amroud serves as a pivotal CX Adviser and the Leader of the MOH National Patient Experience Measurement Program at the Ministry of Health in Saudi Arabia. With a robust background in services, quality, and beneficiary experience, Waleed is dedicated to fostering innovation and excellence...
Waleed Amroud serves as a pivotal CX Adviser and the Leader of the MOH National Patient Experience Measurement Program at the Ministry of Health in Saudi Arabia. With a robust background in services, quality, and beneficiary experience, Waleed is dedicated to fostering innovation and excellence within the healthcare sector. His current role involves leading a dynamic team of over 1,200 employees, managing four contact centers that cater to diverse sectors and target groups. This extensive operation is built on the foundational pillars of customer care, including the voice of the customer, complaints management, and service quality.
Under Waleed's leadership, the Ministry has successfully handled more than 65 million calls and interactions in just two years (2020 and 2021), showcasing his expertise in customer satisfaction and service development. His strategic approach to complaints management and creative problem-solving has significantly enhanced the beneficiary experience, ensuring that patient feedback is not only heard but also acted upon to drive continuous improvement. Waleed’s skills in risk management and team management further empower his organization to navigate challenges effectively while maintaining high standards of service delivery.
As a thought leader in the healthcare industry, Waleed is committed to harnessing data-driven insights to refine service offerings and elevate the overall patient experience. His passion for quality and innovation positions him as a key influencer in shaping the future of healthcare services in Saudi Arabia, ultimately aiming to create a more responsive and patient-centered healthcare system.
