Manager-Customer Centricity
Core
Shape and advance the organization's customer experience strategy and embed customer-centric ways of working across the business.
Role type
Manager, Customer Experience & Centricity
Builds
Enterprise programs spanning Voice of Customer, customer journey management, experience measurement, capability building, and continuous improvement.
Domain
Pharmaceutical CDMO / Healthcare services
Deliverable
dashboards & analysis
Required skills
Voice of Customer program management, customer journey mapping, NPS/CES/CSI analysis, cross-functional program coordination, data analysis, executive presentation, stakeholder facilitation
Preferred skills
Workshop facilitation, employee training, experience in global matrixed or regulated environments
Responsibilities
Convert customer feedback and journey analytics into focused actions to strengthen satisfaction and loyalty; lead cross-functional improvement initiatives; prepare reports, dashboards, and leadership updates.
Seniority
Manager, 6–10 years experience
