E2E Customer Experience Strategist

Primary Duties

• Customer Advocacy: Foster a culture of customer advocacy within the company, championing the voice of the customer and driving customer-centric decision-making across all levels.
• Customer Journey Mapping: Lead the development of a comprehensive understanding of the end-to-end customer journey, including all touchpoints and interactions with the company, products, and services. 
• Customer Experience Strategy: Develop and execute a holistic customer experience strategy based on customer insights, feedback, and industry best practices. Set clear objectives and KPIs to measure the success of customer experience initiatives. 
• Customer Feedback and Insights: Leverage customer feedback and insights to identify pain points, opportunities, and areas for improvement in the customer journey. Use data-driven insights to inform decision-making. 
• Cross-functional Collaboration: Collaborate closely with marketing, sales, product, and customer support teams to align customer experience initiatives and ensure consistent messaging and service across all departments. 
• Customer Persona Development: Oversee the development and updating of customer personas to guide personalized customer interactions and ensure a tailored experience for different customer segments. 
• Process Optimization: Identify process gaps and bottlenecks in the customer journey and lead cross-functional efforts to implement process improvements that enhance the overall customer experience. 
• Training and Development: Collaborate with Commercial Operations, Customer Service Operations and Global Commercial Performance L&D teams, to provide data, input and expertise in order to ensure our customer-facing teams have the training and resources needed to deliver exceptional customer experiences. 
• Customer Retention and Loyalty: Develop and lead the execution of customer retention strategies, loyalty programs, and initiatives to increase customer satisfaction and loyalty.

Training & Education

Bachelor's degree in Business, Marketing, or a related field required . Master's degree preferred. 

• 10+ years of proven experience in developing and implementing customer experience strategies, customer success/engagement management,  with a proven track record of driving impactful customer experience initiatives. 
• 6+ years’ experience in cross-functional project management. 
• Exceptional skills in leading change, influence without direct authority and demonstrated the ability to inspire and guide cross-functional teams.
• Experience in regulated industry . Healthcare preferred.

Knowledge, Skills & Abilities

• Strong analytical skills to interpret customer data and feedback and drive data-driven decision-making. 
• Customer-centric mindset with a passion for understanding and exceeding customer needs and expectations. 
• Demonstrated thought leadership and problem solving skills. 
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels. Ability to form strong partnership with business partners.
• Proficiency with collaborative tools such as Miro or similar application is essential.
• Ability to facilitate brainstorming sessions, create visual representations of concepts and strategies, and collaborate with internal and external customers.