Head of Patient Experience
- Ordinary Folk (Noah & Zoey) · Regional — Singapore, Hong Kong & Japan
- Location: Either Singapore, Hong Kong or Japan
- Reports to: Founder
- Team: The regional patient experience team reports to this role
About Ordinary Folk
Ordinary Folk is a vertically integrated telehealth company serving 200,000+ patients across Singapore, Hong Kong, and Japan through two brands: Noah (men's health) and Zoey (women's health). We diagnose, treat, and retain patients across sensitive, high-stakes health categories — and we run an AI-native operating model, where a lean human team works alongside AI agents across marketing, operations, and care delivery. We are a Series B company backed by some of the region's top venture capital firms and healthcare groups.
The mandate
This is a brand-new role — our first Head of Patient Experience — and it exists for one reason: to define what world-class patient experience looks like in modern healthcare. Care is being rebuilt around the patient: consults happen digitally, treatments arrive at the door, and healthcare fits into daily life instead of interrupting it. The experience standard for that world hasn't been set yet. You will set it.
In our business, the experience is the product. Patients trust us with the most personal parts of their health, and they stay — for months, for years — because of how they're treated. You will own every moment a patient has with us, from the first hello to the thousandth conversation, across all three markets, along with the team that delivers those moments.
This is a builder's role, not a management seat. You'll design the experience, teach it yourself, and step into the conversations that matter most. You'll report directly to the founder, with the mandate — and the resources — to do this properly.
What you'll own
- The experience itself. Define what five-star service feels like when care happens in writing — the tone, the standards, and the small moments of care that patients remember and tell their friends about.
- The team. Hire, grow, and lead people who care about service the way you do. You'll build the training and teach it yourself — this team learns its craft from its leader, not from a slide deck.
- The moments that matter most. Patients come to us about the most personal parts of their health. The recoveries, the escalations, and the judgment calls that decide whether trust deepens or breaks — those are yours.
- Where humans and AI meet. We're an AI-native company. You'll decide where automation creates speed and where a human voice is non-negotiable — a design problem most companies haven't even begun to solve.
- The outcomes. Satisfaction, loyalty, retention. You'll know your numbers cold, answer for them, and have the authority to move them.
- The patient's voice. No one hears patients more clearly than your team. You'll make sure the whole company — product, clinical, operations — builds around what you hear.
What great looks like in the first year
- Patients in every market describe our service the way guests describe their favorite hotel
- A defined standard of service, taught by you, visible in every conversation
- Quality running as a system — measured, coached, and improving even when you're not in the room
- A stronger team than the one you started with, with key hires made and thriving
Who you are
- 8+ years in customer, guest, or patient experience, including 2+ years leading teams
- Trained somewhere with an uncompromising service bar — luxury hospitality (Four Seasons, Aman, Raffles, Mandarin Oriental, Peninsula, or equivalent), premium private healthcare, cruise guest services, or a premium consumer brand
- An exceptional writer. Our care happens in writing — warmth, clarity, and judgment on the page, at volume. You have the in-person polish and the written craft
- Genuinely comfortable with sensitive, private health topics, and able to train others to be
- Data-literate: you manage by evidence, not vibes, and can build the reporting you need
- A player-coach, not a pure manager. You'll design the experience, train the team yourself, review real conversations weekly, and jump into the queue when it's needed — everyone here is a doer, this role included
- Energized, not threatened, by AI — you see it as leverage for your team, and you want to design how humans and AI work together
Nice to have
- Japanese or Cantonese language ability
- Telehealth, health-tech, or regulated-industry experience
- Experience with modern support platforms (Freshchat, Zendesk, Intercom) and AI-assisted support workflows
Why this role
- A first-of-its-kind role: define what patient experience means in modern healthcare, own it across three markets, and report directly to the founder
- A well-resourced, fast-growing company — with the means to do this properly and a founder who treats patient experience as core to the product
- An AI-native operating model that gives your team leverage most support orgs can't imagine
- A category where great service is not a nicety — patients are trusting us with their health, and how we treat them is everything
