Customer Experience Manager

At West, we're a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West's indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future? There's no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families. We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts. Job Summary The role will contribute directly to building and maturing West's Customer Experience Program by leading cross-functional projects to assess and improve the customer experience across West. Working with stakeholders from various functions within West, this role will focus on building sustainable Voice of Customer programs throughout the business to identify and facilitate initiatives to resolve transactional pain points, enhance service levels and product experiences and build brand equity. As a vital leader on the team, the job holder will leverage his/her experience in Customer Experience to elevate West's maturity as a customer-centric supplier of choice. 

Essential Duties and Responsibilities Establish and Monitor Customer Experience Metrics:

Work with internal business stakeholders to establish key performance indicators (KPIs) for customer experience and monitor these metrics to ensure ongoing customer satisfaction and loyalty Facilitate Voice of Customer projects: Build and sustain robust Voice of Customer (VoC) streams that capture customer insights and translate them into actionable strategies

Conduct Customer Feedback Analysis:

Collect and analyze customer feedback from various channels to identify trends, areas for improvement, and opportunities to enhance customer satisfaction

Lead Journey Mapping:

Work with internal stakeholders to map typical journeys for key segments and identify areas for improvement across each journey

Drive Customer Experience Improvements:

Identify opportunities for enhancing the customer experience, develop strategic plans to address them, and facilitate the implementation of improvement initiatives

Enhance Customer-Centric Culture:

Promote a customer-centric mindset within the organization by advocating for customers to ensure our core values are reflected in every customer touchpoint Establish best practices for collection and analysis of VOC, and tools and methods for prioritization of improvement efforts Additional Responsibilities Assist in the design, execution and management of surveys and other data collection methods to support market analysis efforts Analyze and interpret data using statistical tools such as Excel, Qualtrics, Python and R to identify patterns, trends, and insights As needed, support design and development of dashboards, reports and presentations summarizing research findings and providing actionable insights Ensure the accuracy and integrity of data used for reporting and analytics Support the Market Research leadership and broader Market and Competitive Intelligence team in ad hoc research projects and contribute to team discussions and brainstorming sessions Support internal communications regarding market research projects; including presentations and internal website updates Adhere to and reinforce West's data governance, security, and privacy standards Other duties as assigned Education Bachelor's degree in Marketing, Business Administration, Statistics, or a related field. MBA preferred Work Experience Minimum 8 years of experience in customer experience management, voice-of-customer analysis, market research, data analysis, or a related field Preferred Knowledge, Skills and Abilities Experience with Customer Experience tools such as Qualtrics, ZenDesk, etc. Experience in journey mapping, process improvement as well as creating and managing data visualizations and dashboards Experience with survey questionnaire design Ability to communicate market research findings clearly to non-technical stakeholders Strong problem-solving skills and attention to detail Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description Able to comply with the company's safety and quality policies at all times Travel Requirements 10%: Up to 26 business days per yearPhysical Requirements Sedentary-Exerting up to 10lbs/4kgs of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Additional Requirements Able to routinely use standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines Must be able to communicate effectively with written and oral skills, make quick decisions, interpret data, read & write, speak in front of groups, express & exchange ideas, understand direction and adhere to procedures Organizational skills will enable planning, prioritization & achievement of goals especially of importance for the successful execution of related activities Read and interpret data, information and documents Must maintain the ability to work well with others in a variety of situations Must be able to multi-task, work under time constraints, problem solve, and prioritize Ability to make independent and sound judgments Observe and interpret situations, analyze and solve problems #LI-TH1 West is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status. If you have a special need that requires accommodation in order to apply to West, please send an email to Apply.

Accommodation@westpharma.com. Where permitted by law, an offer of employment with West Pharmaceutical Services, or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of background screening.