Customer Experience Associate Director

Job Summary

Leading regional customer experience teams, the full-time Associate Director, Area Customer Experience will operationalize customer experience initiatives, manage regional performance, and enhance customer journey outcomes while collaborating with functional leadership.

Key Responsibilities

• Support execution of the customer experience strategy aligned to Commercial priorities and translate functional strategy into regional plans
• Lead and develop a team of Customer Experience Executives, driving accountability for performance and engagement
• Oversee regional CX execution across customer touchpoints, implementing process improvements and monitoring CX metrics

Required Qualifications

• 8+ years of professional experience with a proven track record in customer experience roles
• 4+ years of management experience leading teams
• Master's degree preferred
• Experience in customer-facing functions such as marketing, sales, or support
• Understanding of HIPAA and patient data privacy regulations