E2E Customer Experience Strategist
This job posting is no longer active.
Location: Salt Lake City, UT, United States
Position Type: Unfixed Term
Job Function: Executive/Strategy & Business Development
A world leader in the field of in vitro diagnostics for more than 60 years, bioMérieux provides diagnostic solutions which determine the source of disease and contamination to improve patient health and ensure consumer safety.
In North America we have more than 6,200 team members across 11 sites or subsidiaries, including Salt Lake City-based BioFire Diagnostics and one subsidiary in Montreal, Canada.
Come and join a family-owned global company with a long-term vision, and a human-centered culture.
Description
Primary Duties
- Customer Advocacy: Foster a culture of customer advocacy within the company, championing the voice of the customer and driving customer-centric decision-making across all levels.
- Customer Journey Mapping: Lead the development of a comprehensive understanding of the end-to-end customer journey, including all touchpoints and interactions with the company, products, and services.
- Customer Experience Strategy: Develop and execute a holistic customer experience strategy based on customer insights, feedback, and industry best practices. Set clear objectives and KPIs to measure the success of customer experience initiatives.
- Customer Feedback and Insights: Leverage customer feedback and insights to identify pain points, opportunities, and areas for improvement in the customer journey. Use data-driven insights to inform decision-making.
- Cross-functional Collaboration: Collaborate closely with marketing, sales, product, and customer support teams to align customer experience initiatives and ensure consistent messaging and service across all departments.
- Customer Persona Development: Oversee the development and updating of customer personas to guide personalized customer interactions and ensure a tailored experience for different customer segments.
- Process Optimization: Identify process gaps and bottlenecks in the customer journey and lead cross-functional efforts to implement process improvements that enhance the overall customer experience.
- Training and Development: Collaborate with Commercial Operations, Customer Service Operations and Global Commercial Performance L&D teams, to provide data, input and expertise in order to ensure our customer-facing teams have the training and resources needed to deliver exceptional customer experiences.
- Customer Retention and Loyalty: Develop and lead the execution of customer retention strategies, loyalty programs, and initiatives to increase customer satisfaction and loyalty.
Training & Education
Bachelor's degree in Business, Marketing, or a related field required . Master's degree preferred.
- 10+ years of proven experience in developing and implementing customer experience strategies, customer success/engagement management, with a proven track record of driving impactful customer experience initiatives.
- 6+ years’ experience in cross-functional project management.
- Exceptional skills in leading change, influence without direct authority and demonstrated the ability to inspire and guide cross-functional teams.
- Experience in regulated industry . Healthcare preferred.
Knowledge, Skills & Abilities
- Strong analytical skills to interpret customer data and feedback and drive data-driven decision-making.
- Customer-centric mindset with a passion for understanding and exceeding customer needs and expectations.
- Demonstrated thought leadership and problem solving skills.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels. Ability to form strong partnership with business partners.
- Proficiency with collaborative tools such as Miro or similar application is essential.
- Ability to facilitate brainstorming sessions, create visual representations of concepts and strategies, and collaborate with internal and external customers.
Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMérieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site https://careers.biomerieux.com/ or contact us at [email protected].
BioMérieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant’s identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMérieux’s or its affiliates’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).
