Job Title: Head of Customer Experience-Vaccines

Location: Bridgewater, NJ

About the Job

Our organization in North America is growing fast, and we're always looking for talented professionals to join our Commercial Operations' team.

Why join our team?

Our Commercial Operations team aims for excellence. We offer a diverse and dynamic environment that's growing at pace. Over the next two years, we aim at growing our US business by $ 1 billion.

A Business and Technology Modernization department within Commercial Operations was recently created with the objective of dramatically modernizing our operations and seamlessly serving our customers.

As part of the Business and Technology Modernization team, we are looking for a Customer Experience (CX) leader who will be in charge of delighting our customers. The Head of Customer Experience will drive transformation initiatives to enhance engagement with customers while ensuring compliance with industry regulations. The role will spearhead the design and implementation of systems and processes to enhance customers engagements. This role also involves managing special projects related to customer experience in collaboration with the marketing and sales teams.

• Develop and implement a comprehensive customer experience strategy. Identify key customer touchpoints and ensure a seamless and positive experience across all channels.
  
• Collect and analyze customer feedback to understand their needs, preferences, and pain points..
  
• Lead process reengineering initiatives to optimize customer touchpoints and reduce friction
  
• Utilize customer insights to drive continuous improvement in our services and processes
  

• Oversee Voice of Customer (VoC) programs and ensure insights drive meaningful improvements
  
• Report to executive leadership on CX metrics and initiatives
  
• Lead organizational change management for CX initiatives.
  
• Be accountable for the Customer Service function (team of over 70 internal and external, remote customer service agents, led by Head of CS) and 2 Customer Service managers
  
• Build and mentor high-performing teams
  

• Oversee end-to-end customer journey mapping and optimization
  
• Identify opportunities for innovation in customer experience through new technologies and methodologies.
  
• Drive digital transformation of customer service platforms
  
• Analyze existing processes and workflows to identify opportunities for optimization and automation.
  
• Manage continuous improvements on behalf of the Commercial team, ensuring seamless integration with existing commercial processes, driving simplification and modernization.
  
• Implement AI and machine learning solutions for customer insights
  
• Drive integration between CX systems and existing infrastructure
  
• Develop data analytics capabilities for customer insights
  

• Establish and monitor key performance indicators (KPIs) related to customer satisfaction, loyalty, and retention.
  
• Prepare and present regular reports on customer experience metrics to senior management.
  

• Coordinate with cross-functional teams including Marketing & Sales, Supply Chain, and other functions beyond Commercial team (US and global digital teams, e-Commerce teams)
  
• Engage with external partners and vendors
  

• Excellent English written and verbal
  

• At least 8 years' experience in Customer experience (essential) and at least 5 years in a leadership role
  
• Demonstrated experience leading organizational change (essential)
  
• Experience with CRM systems, CX platforms and customer service technologies (essential)Experience implementing or piloting AI-powered solutions in customer experience or customer service (essential)
  
• A solid experience in the pharma industry or (advantageous)
  
• Good business acumen (advantageous)
  
• Strong problem solving, deductive and analytical skills (advantageous)
  

• SAP (essential)
  

• Process flows within customer services (essential)
  
• Proficiency in customer service analytics and reporting tools (essential)
  

• Ability to interact with internal clients (essential)
  
• Is self-motivated, well organized, hard-working, detail-minded, clear thinker, quick learner
  
• Well-inclined towards change and has the ability to work under pressure.
  
• Team player, able to work collaboratively transversally and with front line teams with an end-to-end mindset (essential)
  
• Good communication skills (advantageous)
  

• Bring the miracles of science to life alongside a supportive, future-focused team.
  
• Discover endless opportunities to grow your talent and drive your career, whether it's through a promotion or lateral move, at home or internationally.
  
• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.
  
• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks' gender-neutral parental leave.