Associate Director, Customer Experience
Core
Coordinate site Customer Experience (CxP) objectives and platform-level initiatives within a Biologics Process (BP) of the CDMO business to enhance customer satisfaction, retention, and loyalty.
Role type
Senior IC Customer Experience Director
Builds
Customer journey optimization initiatives, VoC programs, and digital transformation projects for B2B clients
Domain
Life Sciences / CDMO / B2B Services
Deliverable
product features
Required skills
Customer journey mapping, Voice of Customer (VoC) program management, Change management, Cross-functional leadership, Executive reporting, CRM and analytics platform expertise
Preferred skills
International travel experience, Influence without authority, Data visualization
Technologies
CRM systems, Customer feedback/analytics platforms, Data visualization tools
Responsibilities
Analyze and refine customer journey across touchpoints; Manage VoC programs including surveys and feedback loops; Lead cross-functional CxP team; Drive digital transformation of customer interactions; Track and report on KPIs (LPS, CJM, LLPS); Present strategic recommendations to platform leadership
Seniority
Senior, hands-on IC with team leadership
