Head of Customer Experience-Vaccines

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.

You will also be part of something much bigger. We provide opportunities for learning, growing, job moves and a diversified, fulfilling career in the US or worldwide.

The function at a glance:

The Customer Experience team includes a large Customer Service team, Customer Centricity/Success managers. The leader will manage the team and lead the development of CX strategy, the implementation of process and technology enhancements and be accountable for the customer service operations.

We are an innovative global healthcare company that helps the world stay ahead of infectious diseases by delivering more than 500 million vaccine doses a year. Across different countries, our talented teams are exploring new technologies to protect people and promote healthy communities. We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

Main Responsibilities:

Strategy & Leadership:

• 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

Operations & Process Innovation:

• 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

KPIs and Metrics:

• 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.

Stakeholder 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

About You

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