Regional Customer Experience Lead - Central UK

About the role

Regional Customer Experience Lead - Central UK

Our client is a privately-owned company which allows them the freedom to decide which research they invest in. They have a strong code of ethics and conduct and have a commitment to ethical and social responsibility. They have medicines within Cardiovascular, Neonatal, Transplantation, Respiratory, and have an exciting speciality pipeline.

They now have a have an exciting opportunity for a Regional Customer Experience (Cx) Lead where you will drive Cx way of working across their commercial teams to continually improve their customers' experience. As such you will "Show the way" and be their change agents to help them build new skills and capabilities that put the customer first and transform the company into a true customer centric organisation.

Key responsibilities include:

• Ensure full operationalisation of Cx programme within commercial teams across the UK affiliate
• Co-ordinate local Cx-related processes across UK business and functions
• Embed Cx ways of working within customer facing teams
• Ensure the voice of our customers is listened to by appropriate Chiesi teams and any Cx-related solutions are co-created with customers
• Develop, implement & report on UK Cx action plan
• Set up and embed huddle processes within regional geographies. Identify and share best practice Cx initiatives across regional teams
• Work with L&D team to develop and implement Cx training program
• To keep up to date with all CX-related developments within the pharmaceutical industry, promote best practice, bring new ideas and opportunities

Candidate requirements:

• Extensive knowledge of current and future pharmaceutical and NHS operating environment
• Strong experience in commercial operational teams within pharma, medical devices, healthcare industries or NHS
• Proven success in results driven teams
• Coach who helps teams adopt principles and execution of customer orchestration
• Excellent Project Management skills
• Demonstrates flexibility, embraces change positively
• Strong communication and interpersonal skills
• Effectively manage stakeholder relations across UK affiliate
• Forward thinker who plans and adapts for an ever-changing working environment
• Strong team player who promotes and share best practice

In addition to a market leading salary, they offer a great benefits package including Pension, Private Medical and Dental cover, 25 days leave, competitive salary, and an annual bonus scheme.

For further information about this role, please apply online or contact CHASE on 0131 553 6644.

Reference Number: 33608