Director, Customer Experience Effectiveness Lead

Alkermes • Waltham, MA

82d

About The Position

The Customer Experience Effectiveness Lead is responsible for establishing measurement frameworks and defining and operationalizing key performance indicators (KPIs) for omnichannel customer engagement across healthcare professionals (HCPs) and consumers. As a strategic partner to the Customer Experience and Brand Marketing teams, this role bridges marketing, measurement, and data operations to ensure customer experiences are measurable, scalable, and continuously optimized.

Responsibilities

• Defining what 'good' looks like for customer experience.
• Establishing a robust tracking framework for customer engagement.
• Ensuring insights are actionable and embedded in decision-making.
• Supporting the development of processes and testing strategies to drive ongoing improvement based on learnings.

What This Job Offers

• Number of Employees: 1,001-5,000 employees