VP of Customer Experience

LGC Group • Alexandria, MN

2d

About The Position

The VP of Customer Experience in Diagnostics & Genomics is the strategic architect of the entire post-sales customer lifecycle. The purpose of this role is to bridge the gap between high-science product delivery and superior service excellence. You will ensure that diagnostic labs, health systems, and life sciences professionals experience seamless interactions—from initial instrumentation installation and validation to ongoing technical support and high-complexity billing—directly impacting customer outcomes and long-term business growth.

Requirements

• 15+ years of progressive experience in the Life Sciences, Biotech, or Diagnostics sectors, with at least 10 years in senior leadership overseeing commercial or service operations.
• Deep understanding of FDA (Oncology, Rare Disease, etc.) and global health ministry requirements for commercial-stage products.
• Proven track record in Customer Journey Mapping specifically for healthcare providers, life sciences industry professionals and multi-stakeholder enterprise accounts.
• Proficiency with life sciences tech stacks, including SFDC CRM, and advanced AI-driven analytics.
• Bachelor's degree in a Science or Life Science field is required.

Nice To Haves

• An MBA or advanced degree (Ph.D./MS) in science or business is highly preferred.

Responsibilities

• Orchestrate the end-to-end journey for complex key account customers, including large pharma, agriculture and healthcare providers globally.
• Partner with Marketing, Sales and Product Management to ensure that the CX strategy supports portfolio objectives, successful product launches, and improved patient-care pathways.
• Ensure all customer touchpoints, including medical information and field-service engagements, comply with global healthcare regulations, cGMP, and anti-kickback laws.
• Overhaul contact center approach into strategic care-coordination hubs, leveraging AI and agentic workflows to provide rapid, secure, and personalized support to healthcare providers (HCPs), life sciences customers and R&D professionals across all industries served.
• Capture and translate technical feedback from scientists and lab directors into product roadmaps, ensuring that innovation cycles are driven by real-world lab performance and needs.

What This Job Offers

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