Customer Experience Lead
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Job Summary
As the Customer Experience Lead, the full-time remote position will manage the development and execution of patient experience strategies, focusing on enhancing the end-to-end journey for patients and caregivers across various therapeutic areas.
Key responsibilities:
- Define and lead the customer experience (CX) strategy across all patient services and communities
- Establish frameworks for journey mapping and patient insights to inform strategic priorities and experience decisions
- Collaborate with cross-functional teams to design and implement optimal stakeholder experiences based on patient needs
Required qualifications:
- BA/BS required; advanced degree preferred
- 12-15+ years of relevant experience in Customer Experience, Human-Centered Design, or related fields
- Experience in pharmaceutical, biotechnology, or healthcare sectors, particularly in patient-facing roles
- Proven ability to influence senior leaders and drive strategic recommendations in a complex organization
- Strong understanding of Design Thinking and Human-Centered Design methodologies
Complete Job Description
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