Responsibilities

• Define customer experience strategy for prioritized customer segments (End User and HCP)
• In collaboration with key stakeholders, define the long-term customer experience roadmap
• Translate insights into strategic direction and differentiated programs and engagement models
• Ensure alignment with the commercial priorities and between service, product, and commercial teams
• Support and guide key programs through prioritization, focus and alignment of resources
• Create processes and a culture to enable scale and consistency across business areas
• Manage discretionary budget with P&L accountability, to meet top and bottom-line business objectives
• Execute End User and HCP programs effectively to meet growth targets
• Continuously use market and customer insights to identify growth opportunities and improve ROI
• Partner with Customer Experience Operations team to enable seamless handoff from strategy to execution

Requirements

• 7+ years Marketing experience
• 3+ years leadership experience
• International and domestic travel required (up to 20%)
• Proven experience leading customer experience, service marketing, or engagement strategy
• Strong ability to set strategy
• Experience operating in matrixed, cross‑functional organizations
• Comfortable leading through organizational ambiguity and transition
• Executive‑level communication and influence skills

Preferred

• BS/BA, MBA preferred

Benefits

• Health and Wellness: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. Plus, access to company sponsored wellness programs and mental health resources, paid leave of absence for qualifying events and generous paid parental leave for both birthing and non-birthing parents.