Customer Experience Vice President

Job Summary

To enhance customer interactions in the Diagnostics & Genomics sector, the full-time remote Customer Experience Vice President will manage the post-sales customer lifecycle, ensuring seamless service delivery and compliance while collaborating with cross-functional teams to drive customer satisfaction and business growth.

Key responsibilities

• Orchestrate the end-to-end journey for complex key account customers, including large pharma and healthcare providers
• Partner with Marketing, Sales, and Product Management to align the customer experience strategy with portfolio objectives and product launches
• Ensure compliance with global healthcare regulations and improve contact center support through strategic care-coordination hubs

Required qualifications

• 15+ years of experience in Life Sciences, Biotech, or Diagnostics, with at least 10 years in senior leadership roles
• Deep understanding of FDA and global health ministry requirements for commercial-stage products
• Proven track record in Customer Journey Mapping for healthcare providers and multi-stakeholder accounts
• Proficiency with life sciences tech stacks, including SFDC CRM and AI-driven analytics
• Bachelor's degree in a Science or Life Science field; MBA or advanced degree preferred