Vp, Cx Strategy

3 weeks ago

New York, United States BGB GroupKx Advisors Full time

**BGB Group**

**VP, Customer Experience (CX) Strategy**

**Our Agency**

BGB Group is a healthcare communications agency that offers a wide range of services, including traditional pharmaceutical advertising, promotional medical education, payer marketing, and consulting services. Known for excellence and professionalism, we're hired as strategic and creative partners by our biopharmaceutical clients to drive category/brand awareness and growth.

We offer in-office (NYC) and hybrid job opportunities.

**Position Overview**

**Key Responsibilities**:
**Strategic Leadership**:Develop and execute comprehensive CX strategies that align with our clients' business goals and objectives, leveraging deep industry insights and competitive analysis.

**Customer Journey Mapping**:Design and segment detailed customer journey maps that identify critical touchpoints and opportunities for engagement and improvement.

**Service Blueprinting**:Create service blueprints that outline the operational processes and interactions required to deliver exceptional customer experiences.

**Strategic Frameworks**:Develop strategic frameworks that guide the creation and implementation of effective CX initiatives.

**Touchpoint Optimization**:Identify and optimize key customer touchpoints to enhance the overall customer experience and satisfaction.

**Tactical Planning**:Lead the tactical planning of CX initiatives, ensuring alignment with broader marketing and business strategies.

**Measurement Planning**:Establish CX metrics and KPIs - in collaboration with Performance Analytics - to measure the effectiveness of CX strategies and initiatives, facilitating continuous improvement.

**Feedback Loop Planning**:Implement systems and processes for collecting, analyzing, and acting on customer feedback in real-time.

**Insights Mining**:Utilize data analytics and customer feedback to generate actionable insights that drive strategic decisions.

**Ecosystem Mapping**:Develop comprehensive ecosystem maps that illustrate the interconnectedness of various customer touchpoints and channels.

**Competitive Assessments**:Conduct thorough competitive assessments to benchmark CX practices and identify areas for differentiation.

**Point of View Documentation (POVs)**:Articulate and disseminate POVs on emerging CX trends, technologies, and best practices.

**Workshop Facilitation**:Lead cross-functional workshops to foster a customer-centric culture and brainstorm innovative CX solutions.

**Media Planning and Strategy**:A working knowledge of media planning-aligning with campaign goals through targeted audience analysis, strategic media channel selection, budget management, cross-channel messaging integration, and performance analysis to maximize ROI, with adjustments informed by trends and competitive insights.

**Evangelism and Growth Mindset**:Act as a vocal advocate for the importance of CX and engagement, demonstrating a growth mindset and inspiring others to adopt customer-centric approaches.

**Preferred Qualifications**:

- Bachelor's degree or equivalent experience in Marketing, Business, Communications, or related field.
- Minimum of 10 years' experience in customer experience, engagement strategy, strategic planning, or related roles within the pharmaceutical or healthcare industry.
- Proven track record of developing and implementing successful CX and engagement strategies, with specific examples of media campaigns that enhanced customer engagement in US and Global markets.
- Deep understanding of the customer journey, analytics, and the strategic use of media to improve customer engagement and driving measurable results.
- Exceptional leadership skills with the ability to drive change and inspire cross-functional teams.
- Excellent communication and stakeholder management skills, capable of working collaboratively across departments and with external partners.
- Familiarity with the regulatory environment and compliance requirements of the pharmaceutical industry.
- Experience with digital transformation, omnichannel delivery, and implementing on CRM systems.
- Agile and adaptable to evolving market trends and customer needs.

**Salary Range: $160,000 - $190,000**

The salary range provided represents what a potential hire may expect to earn in this role at BGB. Actual salary decisions will be influenced by several factors that we use to determine overall fit, including experience (both direct and indirect), education, training, demonstrated qualifications, and organizational need. Salary is only one component of the total rewards package offered at BGB Group.
- BGB Group is an equal opportunity employer. All applicants will be considered without regard to race, color, religion, sex, age, national origin, citizenship status, sexual orientation, disability, veteran status or any category or class of person protected by law._

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