Pay: $65-75+/hr based on experienceLocation: Remote supporting EST hoursDuration:1 year contract initiallyJob Description: Role SummaryResulting from a shift in how we're engaging with our patients and healthcare professionals, the customer experience team is hiring a global activation Analyst. This is a new position in the CX global activation team that will support the implementation of strategic initiatives across global markets to support their journey to develop innovative customer experiences across our customer touchpoints.This role will report to the CX IDM and EM leads and is meant to support the activation team in expanding services and key initiatives into international markets.Role Responsibilities
- Lead the engagement with the CX design team, Vendors, and product owners to enhance the experience of our company website.
- Support engagement with Cx teams, to help deliver best-in-class journey orchestration use cases, optimizations, and journeys.
- Responsible for evolving what good looks like on company and company Medical websites in collaboration with the patient and healthcare engagement team.
- Work closely with cross-functional colleagues in Digital, customer experience, and biopharma to ensure we continue to strive for simplicity in our processes and platforms.
- Lead global projects on behalf of the CX IDM & EM Leads for the various CX solutions being implemented in markets (Journey Orchestration, Customer satisfaction scores, CX training, etc..)
- Work closely with Cx IDM and EM leads to ensure correct solution guidance is shared for use with global brands and local markets.
- Lead workshops on behalf of the CX IDM&EM leads in markets to drive the improvement of our customer experience through analyzing current touchpoints, omnichannel journeys, Customer satisfaction scores, and other engagement metrics using the CX activation frameworks.
- Work closely with the team to ensure the CX global activation is represented across strategic initiatives and solutions such as journey orchestration.
- Responsible for delivering relevant CX pieces of training to markets through PLA or active deployment activities (information architecture training, CX principles training, etc..)
- Support the CX organization in promoting the availability of CX services (CX Design, measurement, strategy, etc..) for marketing colleagues and global solution leads.
- Represent the team on various PMOs and product councils to ensure CX responsible activities are correctly tracked in status reports to senior leadership.
- This role will work across different projects and teams. The colleague will be required to think strategically and connect the dots to ensure that projects and workstreams align to a best-in-class customer experience.
Qualifications
- Ability to gain credibility with all levels of management; skills to craft and deliver presentations to, and obtain agreement from, senior management on recommendations/ideas/proposals.
- Demonstrated ability to create and implement high-impact strategic plans in a large, matrixed organization
- Ability to work on multiple projects at the same time and prioritize activities based on organizational needs
- Experience leading the execution of Client digital projects across complex geographies driving business and patient impact
- Demonstrated business acumen and ability to stay abreast and incorporate industry and digital customer engagement trends into plans
- Excellent communication skills and the ability to indirectly influence key partners and stakeholders
- Demonstrated experience in anticipating, overseeing, and influencing change that has a transformational impact on Digital and the wider Business Units supported.
- Background that demonstrates a more holistic approach to CX capabilities such as Framing, Alignment, & Experience Strategy; Research and Insights; pharma Go-to-Market Commercial experience, Experience Measurement, and Experience Design as well as understanding how to work cross-functionally with Business partners, Developers, Product Managers, etc.
Having experience working across CX capabilities above will hopefully provide a candidate who can:
- understand and co-define project impacts for the project team, as well as the impacts to the customer segments we're designing experiences for
- help document roles & responsibilities of our CX organization, as well as how we are working with cross-functional stakeholders
- will be able to articulate and document key CX activities, processes, and deliverables
- can better identify, coordinate, and manage key dates and milestones for deliverables (e.g., working knowledge of how Strategic Framing may impact Design sprints, which need to happen ahead of Development sprints, etc.)
- help facilitate various meetings (intake calls, sprint reviews, retrospectives, workshops, etc.)