The Executive Director, Customer Experience will define the vision for customer experience (CX) and CX excellence, leading the development of a superior customer experience strategy by building CX journeys and guiding marketing teams for optimization based on segment needs. The role serves as the architect of end-to-end CX, driving marketing teams towards the vision by developing guiding principles, experience standards, and strategic CX priorities that shape how patients, healthcare professionals (HCPs), and other stakeholders experience the organization. This role aims to elevate the voice of the customer within our organization and foster a customer-centric culture throughout the organization and across therapy areas by building patient/HCP journeys, spearheading the evolution and optimization of customer interactions, focusing specifically on experience strategy, experience design, and the execution of behavioral interventions.
The ideal candidate will possess a strong consumer mindset and demonstrated experience in understanding consumer behavior. They will be a visionary leader with extensive experience in commercial operations and a track record of transformative marketing excellence, ensuring that the needs and preferences of our consumers are at the forefront of our strategies.