Senior Manager Of Cx Marketing Healthcare Wfh (Remote)

We are excited to announce an opportunity for a Senior Manager of Customer Experience (CX) Strategy who will significantly contribute to the development and execution of customer experience initiatives at an enterprise level. In this pivotal role, you will collaborate closely with our Generative AI team to enhance colleague capabilities and support vital use cases that bolster both revenue generation and operational efficiency. This position is ideal for a candidate who possesses a robust background in customer experience frameworks including service design, journey mapping, and voice of the customer (VOC), alongside a solid understanding of AI concepts such as large language models (LLMs) and conversational design.

Key Responsibilities

• Ensure alignment of AI initiatives with the organization’s enterprise-level principles for human-AI interaction.
• Collaborate with stakeholders to uncover customer needs for AI use cases and establish standards for exemplary customer experiences.
• Develop comprehensive customer experience strategies grounded in customer insights and business imperatives.
• Foster collaboration with cross-functional teams to achieve shared objectives and deliver innovative solutions.
• Manage expectations of stakeholders and uphold excellence in project delivery.
• Spearhead innovation initiatives by instilling methodologies for experimentation and exploring new avenues for successful customer experiences.
• Contribute to the formulation of the long-term vision for Generative AI within the organization.
• Set and monitor Objectives and Key Results (OKRs) for Generative AI programs to ensure alignment with overarching business goals.
• Serve as a subject matter expert in AI and ML, remaining informed about industry advancements and best practices.
• Provide mentorship and training to colleagues, particularly focusing on AI and ML topics.
• Support the professional growth of junior team members, guiding their development in customer experience methodologies.

Required Skills

• Proven expertise in AI and machine learning, demonstrated through relevant experience.
• Strong command of customer experience frameworks and methodologies.
• Exceptional workshop facilitation abilities, particularly in customer journey mapping and ideation sessions.
• Robust project management skills with a history of leading complex, cross-functional initiatives.
• Outstanding verbal and written communication abilities, enabling effective influence over stakeholders.
• An innovative and team-oriented approach to problem-solving.

Qualifications

• A Bachelor’s degree, ideally in Marketing, Design, Business, or a related discipline.
• A minimum of 7 years of experience in marketing insights, customer experience, or strategic roles, ideally within healthcare, consumer goods, or the pharmaceutical sector.
• At least 5 years dedicated to designing and implementing customer experience education and change management programs.
• Demonstrated success in leading workshops focused on customer journey mapping and prioritization efforts.
• Proven track record of managing intricate projects and leading teams in a matrixed environment.

Career Growth Opportunities

This role offers substantial prospects for professional development, including opportunities to mentor junior staff and influence innovation efforts in the customer experience domain.

Company Culture And Values

We pride ourselves on cultivating a collaborative and inclusive work atmosphere, emphasizing teamwork across diverse functions and fostering an environment where innovation through experimentation is paramount.

Employment Type: Temporary