Consumer Experience Strategy Lead
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. These solutions aim to enable seamless and easy interactions for Sanofi patients, customers, and staff across products and services within its ecosystem, while aligning with the product roadmap, user needs, market demands, and technical frameworks. The role involves creating CX strategies to differentiate and deliver innovative digital solutions that enhance healthcare accessibility, integration, and reliability for users, in collaboration with cross-functional teams and key stakeholders. The lead will identify CX strategies, envision complex CX ecosystems, and inspire teams to innovate. The CX team works closely with cross-functional teams across Sanofi, championing best practices, contributing to agile delivery teams, and adapting to evolving priorities. Their work encompasses strategy, project management, research, UX and visual design, and prototyping to deliver user-centered experiences. This role offers the opportunity to play a vital part in the company's performance and impact millions worldwide.
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
- You are a vibrant and engaging storyteller with strong business communication and presentation abilities to all levels of the company
- Agility, Decisiveness, Resilience, Transparent Communications, and Openness with strong attention to details
- Comfortable with change and ambiguity: you are naturally confident in a shifting world.
- You bring the ability and interest to help lead cultural shifts in the organization including Digital transformation
- You have an intellectual curiosity that inspires others around you
- Culturally curious, you are willing to work in an international environment
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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
