We advance science so that we all have more time with the people we love.
Customer Experience Specialist
1. Customer Journey Mapping:
o Help improve and play a key role in coaching Customer Engagement (CE) for high-quality, actionable insights.
o Collaborate with marketing enablers, medical enablers, and CE to analyze and optimize the customer journey for patients, healthcare providers, and other stakeholders to ensure a seamless experience.
o Identify pain points in the customer journey based on fieldwork observations.
o Manage omnichannel projects in collaboration with the Digital lead to measure professional engagement and generate clear, quality insights.
2. Feedback and Surveys:
o Work with marketing to design insightful questionnaires and implement customer feedback mechanisms, including surveys and focus groups.
o Analyze feedback data (post-event surveys, partner scores, etc.) to identify trends and areas for improvement, especially in omnichannel engagement.
3. Data Analysis and Insights:
o Use data analytics tools to monitor and analyze customer interactions and behaviors.
o Extract actionable insights from data to inform strategic decisions and support the development of effective objection handling strategies.
o Coach Patient Journey Partners (PJP) in the field to enhance insights gathering quality.
4. Collaboration with Internal Teams:
o Work closely with marketing enablers, medical enablers, squad leads, and the customer engagement team to ensure a unified customer experience approach.
o Understand Therapeutic Area (TA) strategies to support insights collection.
o Coordinate with regulatory and compliance teams to ensure all customer interactions adhere to industry regulations and company policies.
5. Regulatory Compliance:
o Ensure all customer interactions and communications comply with industry regulations and company policies.
o Keep updated on regulatory requirements and industry best practices.
Who you are
* Bachelor's degree in business, marketing, or a medical background (required).
* 1-3 years of experience in customer experience management or related roles within the pharmaceutical industry.
* Strong analytical skills to interpret customer data and derive insights.
* Excellent communication skills, both verbal and written, for stakeholder engagement.
* Empathy to understand and address patient and healthcare provider needs.
* Problem-solving skills to resolve complex customer issues.
* Teamwork and collaboration skills to work effectively across teams.
* Knowledge of regulatory requirements and industry standards in pharma.
#J-18808-Ljbffr