Jay Parekh is a healthcare services professional who served as director – customer experience at Agilus Diagnostics, one of India’s leading diagnostic service providers. In this role, he was responsible for strengthening customer engagement, improving service quality, and driving patient-centric initiatives across the company’s nationwide network of laboratories and collection centers.

At Agilus Diagnostics, Parekh focused on building a strong customer experience framework within the diagnostics ecosystem. His responsibilities included enhancing patient journey management, implementing digital-first service models, and improving operational processes that ensure faster, more reliable diagnostic services. By integrating technology with service delivery, he contributed to improving accessibility, transparency, and convenience for patients using diagnostic services.

With more than two decades of professional experience across healthcare, telecommunications, retail, and service industries, Parekh has developed deep expertise in operations management, service excellence, and customer relationship strategies. Before joining Agilus Diagnostics in 2020, he held leadership roles such as associate vice president at Metropolis Healthcare, where he contributed to operational efficiency and service delivery in one of India’s major diagnostics networks.

Throughout his career, he has worked on initiatives that strengthen customer-centric healthcare models—ranging from process transformation and service optimization to digital customer engagement platforms. His cross-industry background has enabled him to bring best practices from consumer services and operations into the healthcare diagnostics sector.

Parekh is also an active participant in industry discussions on customer experience and digital transformation in healthcare, sharing insights on how diagnostic providers can enhance patient trust, engagement, and service delivery in an increasingly digital health ecosystem.