Customer Experience Program Manager
Core
Operational engine for Customer Experience strategies in Sanofi NA Vaccines, translating vision into structured programs and driving continuous improvement.
Role type
Senior IC Customer Experience Program Manager
Builds
Structured CX programs, process improvements, and knowledge management systems for the NA Vaccines business
Domain
Biopharma / Vaccines / Customer Experience
Deliverable
product features
Required skills
Continuous Improvement methodologies, root cause analysis, cross-functional stakeholder engagement, project/program management, change management, documentation and SOP development
Preferred skills
Lean/Six Sigma (Green/Black Belt), CRM platforms, analytics dashboards, digital transformation, healthcare/vaccines industry experience
Technologies
CRM systems, analytics dashboards, customer communication tools
Responsibilities
Apply Continuous Improvement methodologies to eliminate friction points, lead root cause analysis on customer pain points, execute CX improvement initiatives aligned to the roadmap, reduce defects in Moments that Matter, support implementation of CX technologies, act as liaison between CX team and other functions, build and maintain a centralized knowledge management system
Seniority
Senior, hands-on IC
