E2E Customer Experience Strategist

Field, California

Employer: Biomerieux
Industry: Marketing
Salary: Competitive
Job type: Full-Time
Description

Primary Duties
  • Customer Journey Mapping: Lead the development of a comprehensive understanding of the end-to-end customer journey, including all touchpoints and interactions with the company, products, and services.
  • Customer Experience Strategy: Develop and execute a holistic customer experience strategy based on customer insights, feedback, and industry best practices. Set clear objectives and KPIs to measure the success of customer experience initiatives.
  • Customer Feedback and Insights: Leverage customer feedback and insights to identify pain points, opportunities, and areas for improvement in the customer journey. Use data-driven insights to inform decision-making.
  • Cross-functional Collaboration: Collaborate closely with marketing, sales, product, and customer support teams to align customer experience initiatives and ensure consistent messaging and service across all departments.
  • Customer Persona Development: Oversee the development and updating of customer personas to guide personalized customer interactions and ensure a tailored experience for different customer segments.
  • Process Optimization: Identify process gaps and bottlenecks in the customer journey and lead cross-functional efforts to implement process improvements that enhance the overall customer experience.
  • Training and Development: Collaborate with Commercial Operations, Customer Service Operations and Global Commercial Performance L&D teams, to provide data, input and expertise in order to ensure our customer-facing teams have the training and resources needed to deliver exceptional customer experiences.
  • Customer Retention and Loyalty: Develop and lead the execution of customer retention strategies, loyalty programs, and initiatives to increase customer satisfaction and loyalty.
  • Customer Advocacy: Foster a culture of customer advocacy within the company, championing the voice of the customer and driving customer-centric decision-making across all levels.

Training and Education

  • Bachelor's degree in Business, Marketing, or a related field preferred. Master's degree preferred.
  • 6+ years of experience in customer experience management, customer success/ engagement , or related roles, with a proven track record of driving impactful customer experience initiatives.
  • Exceptional skills in leading change, influence without direct authority and demonstrated the ability to inspire and guide cross-functional teams.
  • Experience in IVD diagnostics preferred.
Created: 2024-06-05
Reference: 48179
Country: United States
State: California
City: Field

Similar jobs: