Director, Customer Centricity- Vaccines
- Develop a customer experience roadmap tied directly to revenue, retention, and growth goals.
- Implement and optimize CX technologies, including CRM, VoC platforms, analytics dashboards, and customer communication tools.
- Combine customer data from various sources to get a complete picture of the customer journey.
- Apply Lean and Six Sigma to design efficient, scalable processes and technology.
- Identify key moments in the customer journey affecting loyalty and spending. Refine these interactions to boost business outcomes, using Lean improvements and automation where suitable.
- Implement feedback channels like surveys, social listening, and communities. Use Listening Posts and technology for real-time insights. Create a “You Said, We Did” process for closure. Apply Six Sigma to identify causes and prioritize improvements.
- Partner with Sales to link CX improvements to renewal, upsell, and advocacy programs.
- Use analytics tools to measure and report the financial impact of CX initiatives.
- Automate and improve NPS, CSAT, CES, and retention metrics to inform decision-making.
- Boost customer retention and lifetime value to drive growth.
- Help drive digital transformation initiatives to enhance customer interactions
- Deliver measurable cost savings or revenue gains through Lean/Six Sigma and technology improvements, reduce defects and friction points in key customer moments.
- Create a tech-enabled Listening Post that offers actionable, impactful insights.
- Bachelor's degree required, degree in Business, Marketing, Analytics, Statistics, or related field preferable
- 8+ years in customer experience, customer success, product management, or service leadership, with proven hands-on execution.
- Experience building CX functions or programs from scratch
- Six Sigma Green Belt or Black Belt certification (or equivalent experience).
- Strong technology expertise - CRM systems (e.g., Salesforce, HubSpot), VoC platforms (e.g., Medallia, Qualtrics), analytics tools (e.g., Tableau, Power BI), and automation platforms.
- Proven ability to integrate customer data across platforms for a single source of truth.
- Deep knowledge of Lean methodologies, journey mapping, and root cause analysis.
- Resourceful, self-driven, and comfortable working without a large team.
- Cross-functional experience in a matrix organization.
- Experience with customer experience consultancy.
- Master’s degree preferred.
- Excellent English written and verbal
- Bring the miracles of science to life alongside a supportive, future-focused team.
- Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.
- Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.
- Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.
#LI-SP #LI-Onsite
#vhd All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs, and additional benefits information can be found here.
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