Customer Experience Leader

by Trojan Technologies

Position Type: Full-time
Location: London, ON
Date Posted: Feb 23, 2021
Trojan Technologies

Job Description


Customer Experience Leader

Help us improve access to life-changing therapies that can transform human health We are Cytiva, a global provider of technologies and services that advance and accelerate the development and manufacture of therapeutics. Formerly part of GE Healthcare, we have a rich heritage tracing back hundreds of years, and a fresh beginning since 2020. Our customers undertake life-saving activities. These range from fundamental biological research to developing innovative vaccines, biologic drugs, and novel cell and gene therapies. Our job is to supply the tools and services - the pots, pans, soups and sauces - they need to work better, faster and safer, leading to better patient outcomes. We are looking for a Customer Experience Leader to work with our expert Commercial Excellence team of 5 employees across the world. Do you have a passion for Customer Experience? Then we would love to hear from you. What you’ll do Design and drive the Cytiva Customer Experience strategy and program to enable the acquisition, conversion, and retention of more engaged and loyal customers, driving ROI and supporting the achievement of the commercial KPIs/targets. Map & develop holistic customer journeys addressing all customer touchpoints across the selling process in order to drive customer conversion rates across all stages of engagement. Collaborate with Sales, Marketing, Communications and other customer-facing functions to improve customer relationship, dedication, and satisfaction throughout the inquiry, order, and delivery process. Key goal is to foster customer loyalty through high-quality interactions at each step. Develop listening points in the customer journey, define customer segment-specific varying strategies, and identify opportunities for continuous improvement Define criteria and KPIs to measure the Customer Experience to define the baseline. Visualize Customer Experience/Satisfaction related to these KPIs, identify root causes, suggest and monitor process improvements. Establish comprehensive Customer Experience metrics to allow the organization to understand the 'Voice of the Customer' Apply tools and establish technologies and the respective process that enables to measure Customer Experience. Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience. Gather and interpret data on customer satisfaction for the respective businesses, segments, modalities, sales and support functions (incl. customer service). Conduct surveys to collect customer feedback, analyze data, and create reports/dashboards for awareness/education and to drive action Develop process documentation, program metrics, and powerful visuals (flow charts, PPT visuals) for stakeholder communication Integrate Customer Experience data with customer relationship management (CRM) data, financial data and social media data in order to maintain a consolidated holistic customer view Serve as a Change Agent helping to drive the overall organization towards becoming much more “Customer Centric”. Establish a “Culture of Excellence” and identify opportunities for continuous improvement. Who you are Minimum of 8 years’ experience in a commercial and/or marketing role in the Life Sciences industry. Direct sales experience is an advantage Strong interpersonal skills, flexibility in communication style, familiarity with diverse cultural approaches. Strong intercultural awareness Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts. Ability to lead through influence. Strong analytical and critical thinking skills required, including a thorough understanding of how to interpret customer business needs and organizational gaps & opportunities and translate them into application and operational requirements. Strong business acumen and knowledge of commercial processes. Solid experience regarding BI and CRM tools, such as SFDC and Qlik. Successfully engage in multiple initiatives simultaneously, strong matrix & teamworking skills in a cross-functional and multi-cultural environment Continuous innovation, process improvement, and adaptability skills. Proven change management skills and demonstrated leadership of cross-functional initiatives Proficient in Excel, MS Access, Oracle, SFDC and business intelligence (BI) applications (e.g. Qlik). Business travel required (up to max 50%) Who we are Whatever your role, we bring purpose and challenge into our everyday work. If you are driven to make the world a better place thanks to science and medicine, you’ll feel right at home here. If you’re flexible, curious and relentless, you’ll belong. If you are excited about a global culture, this can be the place to further your career. Want to know more? Experience life at Cytiva on our Careers website, Instagram channel and LinkedIn page! Cytiva is a 3.5 billion USD global life sciences leader with over 7000 associates across 40 countries who are dedicated to our mission to help us improve access to life-changing therapies that transform human health. As a trusted partner to customers that range in scale and scope, Cytiva brings efficiencies to research and manufacturing workflows, ensuring the development, manufacture and delivery of transformative medicines to patients. Cytiva is part of the Danaher family of companies, a global science and technology innovator committed to helping customers solve complex challenges and improving quality of life around the world.


Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here.

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