Responsibilities

• Strategic Leadership: Develop and execute comprehensive CX strategies that align with our clients’ business goals and objectives, leveraging deep industry insights and competitive analysis.
• Customer Journey Mapping: Design and segment detailed customer journey maps that identify critical touchpoints and opportunities for engagement and improvement.
• Service Blueprinting: Create service blueprints that outline the operational processes and interactions required to deliver exceptional customer experiences.
• Strategic Frameworks: Develop strategic frameworks that guide the creation and implementation of effective CX initiatives.
• Touchpoint Optimization: Identify and optimize key customer touchpoints to enhance the overall customer experience and satisfaction.
• Tactical Planning: Lead the tactical planning of CX initiatives, ensuring alignment with broader marketing and business strategies.
• Measurement Planning: Establish CX metrics and KPIs – in collaboration with Performance Analytics – to measure the effectiveness of CX strategies and initiatives, facilitating continuous improvement.
• Feedback Loop Planning: Implement systems and processes for collecting, analyzing, and acting on customer feedback in real-time.
• Insights Mining: Utilize data analytics and customer feedback to generate actionable insights that drive strategic decisions.
• Ecosystem Mapping: Develop comprehensive ecosystem maps that illustrate the interconnectedness of various customer touchpoints and channels.

Requirements

• Bachelor’s degree or equivalent experience in Marketing, Business, Communications, or related field.
• Minimum of 10 years’ experience in customer experience, engagement strategy, strategic planning, or related roles within the pharmaceutical or healthcare industry.
• Proven track record of developing and implementing successful CX and engagement strategies, with specific examples of media campaigns that enhanced customer engagement in US and Global markets.
• Deep understanding of the customer journey, analytics, and the strategic use of media to improve customer engagement and driving measurable results.
• Exceptional leadership skills with the ability to drive change and inspire cross-functional teams.
• Excellent communication and stakeholder management skills, capable of working collaboratively across departments and with external partners.
• Familiarity with the regulatory environment and compliance requirements of the pharmaceutical industry.
• Experience with digital transformation, omnichannel delivery, and implementing on CRM systems.
• Agile and adaptable to evolving market trends and customer needs.

Preferred

• Bachelor’s degree or equivalent experience in Marketing, Business, Communications, or related field.
• Minimum of 10 years’ experience in customer experience, engagement strategy, strategic planning, or related roles within the pharmaceutical or healthcare industry.
• Proven track record of developing and implementing successful CX and engagement strategies, with specific examples of media campaigns that enhanced customer engagement in US and Global markets.
• Deep understanding of the customer journey, analytics, and the strategic use of media to improve customer engagement and driving measurable results.
• Exceptional leadership skills with the ability to drive change and inspire cross-functional teams.
• Excellent communication and stakeholder management skills, capable of working collaboratively across departments and with external partners.
• Familiarity with the regulatory environment and compliance requirements of the pharmaceutical industry.
• Experience with digital transformation, omnichannel delivery, and implementing on CRM systems.
• Agile and adaptable to evolving market trends and customer needs.