Customer Experience Program Manager

Sanofi•Morristown, NJ

1d•Onsite

About The Position

The Customer Experience (CX) Program Manager enables and supports partners in the Sanofi NA Vaccines business to advance customer experience strategies. Reporting directly to the Director, Customer Centricity, this role serves as the operational engine behind our CX vision, translating strategy into structured programs, driving continuous improvement initiatives, and ensuring seamless cross-functional coordination across the organization. This is an ideal role for someone who thrives at the intersection of process excellence, data-driven execution, and stakeholder engagement — someone who can bring structure to ambiguity and rally diverse teams around a shared customer-first mission. Join the team protecting half a billion lives every year with next-gen science, mRNA innovation, and AI-driven breakthroughs. In Vaccines, you’ll help advance prevention on a global scale - and shape the future of immunization. About Sanofi: We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve lives.

Requirements

Bachelor’s degree
5 years of experience in customer experience/success, program management, project management, strategy, or continuous improvement roles
Project and/or program management skills with the ability to manage multiple initiatives simultaneously
Proven ability to work cross-functionally and influence without direct authority
Excellent written and verbal communication skills
Experienced in PowerPoint presentation decks and including presentation
Strong organizational skills with attention to detail and ability to manage competing priorities

Nice To Haves

Experience with CX technologies such as CRM platforms or analytics dashboards
Demonstrated experience applying Lean and/or Six Sigma methodologies or similar (Green Belt or higher preferred)
Six Sigma Green or Black Belt certification
Certification in one or more of the following: Customer Experience Management, Net Promoter System Associate, Design Thinking, Coaching, Change Management
Experience in the pharmaceutical, biotech, or healthcare industry
Experience with the vaccines industry
Familiarity with customer experience metrics and measurement frameworks
Experience supporting digital transformation programs
Background in change management or organizational effectiveness

Responsibilities

Apply Continuous Improvement methodologies to identify, prioritize, and eliminate friction points across the customer journey
Lead root cause analysis on key customer pain points and design scalable, efficient process improvements
Execute CX improvement initiatives aligned to the NA Vaccines CX roadmap, tracking progress from implementation through impact measurement
Reduce defects and inefficiencies in Moments that Matter, leveraging automation and technology where appropriate
Deliver measurable outcomes, such as cost savings, reduced cycle times, and improved customer effort scores, through structured improvement programs
Support the implementation and optimization of CX technologies including CRM systems, analytics dashboards, and customer communication tools
Act as a liaison between the Customer Experience team and other business functions to drive collaboration and remove barriers
Build and maintain strong relationships with internal and external stakeholders
Coordinate cross-functional meetings, workshops, and initiatives, ensuring clear communication and follow-through on action items
Identify and resolve communication gaps or process inefficiencies across teams
Ensure consistent messaging and alignment across all stakeholders involved in CX initiatives
Design, implement, and maintain a centralized knowledge management system to capture and share organizational insights
Develop and curate documentation, SOPs, best practices, and process guides
Ensure knowledge assets are up-to-date, accessible, and aligned with organizational needs
Promote a culture of knowledge sharing and continuous learning across teams
Support change management efforts to drive adoption of new processes, tools, and ways of working