Customer Experience Manager

West Pharmaceutical Services•Uwchlan Township, PA

18d

About The Position

At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future? There’s no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families. We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts. Job SummaryThe role will contribute directly to building and maturing West’s Customer Experience Program by leading cross-functional projects to assess and improve the customer experience across West. Working with stakeholders from various functions within West, this role will focus on building sustainable Voice of Customer programs throughout the business to identify and facilitate initiatives to resolve transactional pain points, enhance service levels and product experiences and build brand equity. As a vital leader on the team, the job holder will leverage his/her experience in Customer Experience to elevate West’s maturity as a customer-centric supplier of choice.

Requirements

Bachelor’s degree in Marketing, Business Administration, Statistics, or a related field.
Minimum 8 years of experience in customer experience management, voice-of-customer analysis, market research, data analysis, or a related field
Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description
Able to comply with the company’s safety and quality policies at all times
Read and interpret data, information and documents
Must maintain the ability to work well with others in a variety of situations
Must be able to multi-task, work under time constraints, problem solve, and prioritize
Ability to make independent and sound judgments
Observe and interpret situations, analyze and solve problems

Nice To Haves

MBA preferred
Experience with Customer Experience tools such as Qualtrics, ZenDesk, etc.
Experience in journey mapping, process improvement as well as creating and managing data visualizations and dashboards
Experience with survey questionnaire design
Ability to communicate market research findings clearly to non-technical stakeholders
Strong problem-solving skills and attention to detail

Responsibilities

Establish and Monitor Customer Experience Metrics: Work with internal business stakeholders to establish key performance indicators (KPIs) for customer experience and monitor these metrics to ensure ongoing customer satisfaction and loyalty
Facilitate Voice of Customer projects: Build and sustain robust Voice of Customer (VoC) streams that capture customer insights and translate them into actionable strategies
Conduct Customer Feedback Analysis: Collect and analyze customer feedback from various channels to identify trends, areas for improvement, and opportunities to enhance customer satisfaction
Lead Journey Mapping: Work with internal stakeholders to map typical journeys for key segments and identify areas for improvement across each journey
Drive Customer Experience Improvements: Identify opportunities for enhancing the customer experience, develop strategic plans to address them, and facilitate the implementation of improvement initiatives
Enhance Customer-Centric Culture: Promote a customer-centric mindset within the organization by advocating for customers to ensure our core values are reflected in every customer touchpoint
Establish best practices for collection and analysis of VOC, and tools and methods for prioritization of improvement efforts
Assist in the design, execution and management of surveys and other data collection methods to support market analysis efforts
Analyze and interpret data using statistical tools such as Excel, Qualtrics, Python and R to identify patterns, trends, and insights
As needed, support design and development of dashboards, reports and presentations summarizing research findings and providing actionable insights
Ensure the accuracy and integrity of data used for reporting and analytics
Support the Market Research leadership and broader Market and Competitive Intelligence team in ad hoc research projects and contribute to team discussions and brainstorming sessions
Support internal communications regarding market research projects; including presentations and internal website updates
Adhere to and reinforce West’s data governance, security, and privacy standards
Other duties as assigned