Customer Experience Analytics and Innovation Lead - Vaccines

Job Title: Customer Experience Analytics and Innovation Lead - Vaccines

Location: Morristown, 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. 

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. 

The Customer Experience team in Sanofi Vaccines plays a crucial role in ensuring customer satisfaction and smooth operations. The organization is focused on dramatically modernizing our operations and seamlessly serving our customers. Following a SAP/ERP implementation, the time is ripe to enhance our customer experience. 

The Customer Experience team’s mission is to provide excellent support and solutions and to delight our customers. The Customer Experience Analytics and Innovation Lead will focus on leveraging data analytics, AI, and digital innovation to optimize operations, enhance customer satisfaction, and support the modernization of our customer engagement model. This individual will play a key role in ensuring that the organization operates effectively and continues to meet the needs of healthcare providers, distributors, and patients.   

This role will be critical part of a transformation and modernization journey the business unit and company is undergoing. We provide opportunities for learning, growing, job moves and a diversified, fulfilling career in the US or worldwide. 

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:

• Operate in customer service platform/tools to identify patterns in customer issues, resolution times, and support team performance, using this information to recommend process improvements  

• Lead deep-dive analyses to identify operational bottlenecks, process inefficiencies, and opportunities for improvement in the customer journey 

• Monitor ticket routing efficiency and queue management, supporting optimal distribution of workload across teams and support tiers  

• Develop and maintain dashboards and regular reporting to monitor and communicate on key performance indicators (KPIs), SLAs, such as customer ticket volume, backlog trends, and customer satisfaction metrics, voice of customer analytics. Leverage AI and automation to build these tools. 

• Assess trends of investment in customer experience projects and their impact on the business. 

• Translate data into actionable insights to inform strategic decisions and continuous improvement. Partner with team leads to develop and implement process improvements and measure and report on the impact of these initiatives. 

• Support analytics needed for Customer Experience team leaders managing capacity planning and workforce management by analyzing historical data and forecasting future customer service needs 

• Collaborate with cross-functional teams to streamline workflows and enhance the customer experience 

• Act as subject matter expert and leader for all customer experience innovation initiatives for US- Vaccines.  

• Lead initiatives to incorporate