Consumer Experience Strategy Lead

Sanofi • Morristown, NJ

2d • Onsite

About The Position

Sanofi is a leading pharma company undergoing a significant digital transformation across its various engagements with patients, customers, employees, and stakeholders. The Consumer Experience (CX) Strategy Lead is responsible for developing end-to-end consumer experience strategies and digital solutions for Sanofi patients, customers, and staff. The goal is to ensure seamless and easy interaction across products and services within Sanofi's ecosystem, aligning with the product roadmap, user needs, market demands, and technical frameworks. This role involves creating CX strategies to differentiate Sanofi and deliver innovative digital solutions that enhance healthcare accessibility, integration, and reliability. The lead will collaborate with cross-functional teams and key stakeholders, identify CX strategies, envision complex CX ecosystems, and inspire teams to innovate. The strategies developed will serve as a guiding principle for ongoing projects. CX operates in close partnership with cross-functional teams across Sanofi, requiring the championing of best practices, contribution within agile delivery teams, and adaptability to evolving priorities. The work encompasses strategy, project management, research, UX and visual design, and prototyping to deliver user-centered experiences. This role offers an opportunity to be part of a corporate function that significantly impacts the business and helps improve the lives of millions globally.

Requirements

• Strong analytical skills with ability to absorb qual and quant data in order to synthesize key challenges or learnings.
• Strong communication and presentation skills to convey recommendations efficiently
• Strategic planning for CX: Recognized ability to draw plans from assessment based on product roadmap, team maturity, existing knowledge gaps, business priorities.
• Strong business acumen, with ability to understand value generation and business modelling
• Digital product management skills: Deep understanding of what makes a digital product, with notions of agile, CX, in order to be best advice to Digital product owners
• CX Measurement frameworks knowledge and practice, both in qual and quant, to setup measure of efficacy.
• International experience, with understanding of cultural sensitives as the role is global
• High EQ to manage different stakeholders within the organization and understand how to bring them along.
• Bachelor's degree or equivalent work experience in Design, HCI, MBA or related field.
• 7+ years of hands-on CX/UX strategic roles at a large global enterprise experience, agency, consulting or Start-up/scale-up is a must, in the context of digital product or software design.
• Solid understanding of how to create, measure and refine consumer experience strategy based on user research, human factors, customer feedback and market data
• Embody a strong and effective user’s point of view inside the organization.
• English communication skills on a professional level (verbal and written) for candidates out of USA

Nice To Haves

• Master’s degree in relevant field a plus
• Familiarity with pharma/health technology is a plus

Responsibilities

• Deliver CX strategy across digital products and end-to-end journeys for the organization: define plans, principles, based on research and insights and measurement frameworks
• Ensure CX Strategy meets agreed upon milestones, mitigating risk and maximizing process efficiency
• Work closely with direct and indirect team members to define, document, share and maintain our overall user experience strategy, rollout, and operations for Sanofi products and digital solutions
• Reallocate resources appropriately to deliver on priorities under tight deadlines; responsible for leading a team of CX Strategy employees and contractors
• Mentor, share and empower the team to stay informed of changes in the industry, constantly learn and grow as a CX Strategist
• Embody excellence in consumer experience at all levels and influence product and service strategy direction
• Act as an influential leader representing CX Strategy across the business and corporate, including product and service development functions
• Integrate CX Strategy within the Consumer Experience and digital development process and be an advocate for CX within Digital, partner organizations and stakeholder groups
• Affect deep levels of change in terms of how CX functions with its peers in Global Business Units, R&D, Corporate and Engineering

Benefits

• Employees may be eligible to participate in Company employee benefit programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior