Director, Voice of the Customer / Customer Experience (CX)

Job Description

TheDirector, Voice of the Customer will be a critical role and visible leader on the growing Customer Experience team within the US organization. They will be tasked with the design, implementation, and ongoing management of Voice of the Customer (VoC) programs that capture feedback from customers (patients, caregivers and providers) to identify opportunities for improvement and innovation. This position is responsible for establishing a VoC strategy, developing the associated roadmap, and implementing the components of the roadmap with internal and external partners.

Reporting to the Sr. Director, Head of Customer Experience for the US, this position will work with all facets of the US business to design and implement VoC programs and integrate them into the organizations operating processes, scorecards, and decision-making. They will be tasked with driving customer understanding across the organization using customer feedback insights and analytics that link VoC metrics to business performance. This will require the ability to gather customer feedback, analyze/synthesize the results and communicate and advocate on behalf of customers across all levels of the organization and inspire customer-first thinking and approaches.

The role will manage and collaborate with external vendors and internal (business and technology) stakeholders to integrate the necessary technology needed to flawlessly execute on efforts to create and optimize systematic customer listening. They will also create customer scorecards for parts of organization and take a leadership role in creating the first customer experience composite score for the organization as a whole.

The ideal candidate will have experience leading the creation of voice of the customer programs and influencing the culture of an organization to be more customer centric. Acting as a cross-functional team leader and successfully partner with cross-functional and external partners. S/he also has:
  • A track record of success in customer experience, preferably in creating Voice of the Customer programs that harness customer feedback to drive improvements and innovations across the organization
  • Experience with customer journey mapping and other CX-related tactics (e.g. Design Thinking, empathy mapping, customer loyalty (NPS) and storytelling)
  • A proven ability to prioritize and manage complex and innovative projects and establish vision and direction within a fast moving, challenging and energetic environment
  • Strong personal drive and be a highly collaborative, perceptive, problem solver and exhibit strategic insight and innovative agility.
  • Excellent communication skills that lead to proactive, clear internal and cross-collaboration communication
  • A passion for customer experience and the ability to inspire others around the power of CX.


Qualifications

  • Seasoned customer experience professional, with 8-10 years of relevant experience creating and executing a VoC (or other CX-related) strategies.
  • Oncology, Neurology, Diagnostic and/or Device experience a plus but candidates from other industries will be considered
  • Ability to analyze data and insights to drive key decisions and refine strategies.
  • Work well within a fast paced and dynamic environment with an ability to have an impact in a short amount of time.
  • Knowledge of Veeva Systems, Salesforce, Qualtrics/Medallia/Clarabridge preferred.




Additional Information

Biogen’s US Alzheimer’s Franchise is looking to recruit proven and ambitious sales achievers with at least five years of experience in pharma, specialty, hospital, med device/capital equipment, and/or biotech sales.
In this field-based, specialty sales representative position you will be called upon to sell our products with key stakeholders in the Alzheimer’s Disease community: including Neurologists and allied health professionals.

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