Customer Experience Manager

 

At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?  

 

There’s no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families.  

 

We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts.  

Job Summary

The role will contribute directly to building and maturing West’s Customer Experience Program by leading cross-functional projects to assess and improve the customer experience across West. Working with stakeholders from various functions within West, this role will focus on building sustainable Voice of Customer programs throughout the business to identify and facilitate initiatives to resolve transactional pain points, enhance service levels and product experiences and build brand equity. As a vital leader on the team, the job holder will leverage his/her experience in Customer Experience to elevate West’s maturity as a customer-centric supplier of choice. 

Essential Duties and Responsibilities

• Establish and Monitor Customer Experience Metrics: Work with internal business stakeholders to establish key performance indicators (KPIs) for customer experience and monitor these metrics to ensure ongoing customer satisfaction and loyalty
• Facilitate Voice of Customer projects: Build and sustain robust Voice of Customer (VoC) streams that capture customer insights and translate them into actionable strategies
• Conduct Customer Feedback Analysis: Collect and analyze customer feedback from various channels to identify trends, areas for improvement, and opportunities to enhance customer satisfaction
• Lead Journey Mapping: Work with internal stakeholders to map typical journeys for key segments and identify areas for improvement across each journey
• Drive Customer Experience Improvements: Identify opportunities for enhancing the customer experience, develop strategic plans to address them, and facilitate the implementation of improvement initiatives
• Enhance Customer-Centric Culture: Promote a customer-centric mindset within the organization by advocating for customers to ensure our core values are reflected in every customer touchpoint
• Establish best practices for collection and analysis of VOC, and tools and methods for prioritization of improvement efforts

Additional Responsibilities

• Assist in the design, execution and management of surveys and other data collection methods to support market analysis efforts
• Analyze and interpret data using statistical tools such as Excel, Qualtrics, Python and R to identify patterns, trends, and insights
• As needed, support design and development of dashboards, reports and presentations summarizing research findings and providing actionable insights
• Ensure the accuracy and integrity of data used for reporting and analytics
• Support the Market Research leadership and broader Market and Competitive Intelligence team in ad hoc research projects and contribute to team discussions and brainstorming sessions
• Support internal communications regarding market research projects; including presentations and internal website updates
• Adhere to and reinforce West’s data governance, security, and privacy standards
• Other duties as assigned

Education

• Bachelor’s degree in Marketing, Business Administration, Statistics, or a related field.
• MBA preferred

Work Experience

• Minimum 8 years of experience in customer experience management, voice-of-customer analysis, market research, data analysis, or a related field 

Preferred Knowledge, Skills and Abilities

• Experience with Customer Experience tools such as Qualtrics, ZenDesk, etc.
• Experience in journey mapping, process improvement as well as creating and managing data visualizations and dashboards
• Experience with survey questionnaire design
• Ability to communicate market research findings clearly to non-technical stakeholders
• Strong problem-solving skill