Associate Director, Customer Experience
3 weeks ago
The Associate Director Customer Experience is the customer’s champion accountable for bringing the voice-of-the-customer into the organization by working in projects in diverse cross-functional teams. Their task is to plan, facilitate and co-create a meaningful customer-driven process and ensure the right set of metrics to link the work of the teams directly to the outcome and ensure optimization through experimentation. You are dedicated to insights-driven strategy and evidence-based decision making. Refining deep insight from complex data into articulated customer needs, motivations, and behaviors. Discovering, validating, and delivering solutions in a continuous improvement and Agile environment.
**Assignments**:
- Working with stakeholders from across the enterprise to ensure alignment and implementation of opportunity spaces identified through the customer experience strategy.
- Work closely with the customer experience directors to enable the development of standardized, scalable capabilities and standards aligned to the customer experience strategy.
- Ensure alignment and activation of Cx stakeholders across the organization.
- Work closely with colleagues from the Human Health International organization to ensure alignment to and drive pull-through of the customer experience strategy, and associate capabilities, standards and metrics.
- Promote change in ways of working across identified priority business areas.
- Collation and monitoring of customer experience metrics and reporting on cx performance.
- Evaluating customer feedback and data to identify improvement opportunities across the customer journey.
**Skills**:
- Customer experience strategy.
- Proven knowledge in developing and implementing marketing frameworks and standards.
- Ability to direct without authority in a matrix environment.
- Strong organizational, verbal, and written communication skills
- Strong partnership skills (demonstrated ability to work cross-functionally and cross-divisionally and guide teams to get work done), interfacing with colleagues in global marketing and in markets and regions.
- Demonstrated ability to direct and upskill teams in data-driven marketing practices.
- Ability to adapt to a fast-paced, dynamic environment and manage multiple projects simultaneously.
- Data-driven results-oriented, focused both on meeting the needs of customers and the business - with evidence of past performance.
**Qualifications and Experience**:
- Bachelor's Degree
- Minimum of eight (8) years combined experience in marketing, commercial strategy, strategic planning, or marketing/sales support.
**NOTICE** **FOR** **INTERNAL** **APPLICANTS**
If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.
**Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders). Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.**
**US and Puerto Rico Residents Only**:
We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:
EEOC Know Your Rights
EEOC GINA Supplement
Pay Transparency Nondiscrimination
We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas co
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