Manager-Customer Centricity
Core
Shape and advance the organization's customer experience strategy, embedding customer-centric ways of working across the business to strengthen satisfaction, loyalty, and performance.
Role type
Manager, Customer Experience & Centricity
Builds
Enterprise programs spanning Voice of Customer, customer journey management, experience measurement, capability building, and continuous improvement.
Domain
Contract Development and Manufacturing Organization (CDMO) / Pharmaceutical / Healthcare
Deliverable
dashboards & analysis
Required skills
Voice of Customer program management, customer journey mapping, NPS/CES/CSI analysis, cross-functional program leadership, data analysis, executive presentation, stakeholder coordination, workshop facilitation
Preferred skills
Experience in regulated business environments, training program delivery
Technologies
NPS, CES, CSI, journey analytics tools
Responsibilities
Convert feedback and journey analytics into focused actions; lead enterprise programs across Commercial, Operations, Quality, and Marketing; prepare reports, dashboards, and leadership updates; coordinate cross-functional improvement initiatives.
Seniority
Manager, 6–10 years experience
