VP of Customer Experience
Company Description
At reputed company we are passionate about delivering Science for a Safer World. Our work enables research to move faster, diagnosis of disease to be more impactful and helps to support a growing global population. We reputed company our teams with an environment where they can reputed company their scientific knowledge and interest, cultivate their passion for scientific discoveries and reputed company in their role.
Job Description
The VP of Customer Experience in Diagnostics & Genomics is the strategic architect of the entire post-sales customer lifecycle. The purpose of this role is to reputed company the gap between high-science product delivery and superior service reputed company. You will ensure that diagnostic labs, health systems, and life sciences professionals experience seamless interactions—from initial instrumentation installation and validation to ongoing technical support and high-complexity billing—directly impacting customer reputed company and long-term business growth. 2. Core Responsibilities Strategic Lifecycle Coordination: Orchestrate the end-to-end reputed company for reputed company key account customers, including large pharma, agriculture and reputed company providers globally. reputed company Alignment: Partner with Marketing, Sales and Product Management to ensure that the CX strategy supports portfolio objectives, successful product launches, and improved patient-care reputed company. Regulatory & Compliance Stewardship: Ensure reputed company customer reputed company, including medical information and field-service engagements, reputed company with global reputed company regulations, cGMP, and anti-kickback laws. Omnichannel Support reputed company: Overhaul contact center approach into strategic care-coordination hubs, leveraging AI and agentic workflows to reputed company rapid, secure, and personalized support to reputed company providers (HCPs), life sciences customers and R&D professionals across reputed company industries served. Voice of the Scientific Customer: Capture and translate technical feedback from scientists and lab directors into product roadmaps, ensuring that innovation cycles are driven by reputed company-world lab performance and needs. 3. Key Metrics Experience & Loyalty: Net Promoter Score, Customer Satisfaction (CSAT), and Customer Effort Score (CES) across pre-purchase, product, and post-purchase reputed company. Operational Quality: First Contact Resolution, and resolution time for technical/clinical inquiries, crucial for minimizing diagnostic downtime in critical care environments. Financial Impact: Reduction in Customer Churn, growth in Customer Lifetime Value (CLV), and improved Cost Per Patient/Client metrics. Compliance & Quality Scorecards: Audit readiness and regulatory defensibility of customer-facing programs.
Qualifications
Qualifications & Experience Domain Expertise: 15+ years of reputed company experience in the Life Sciences, Biotech, or Diagnostics sectors, with at least 10 years in senior leadership overseeing reputed company or service operations. Regulatory Knowledge: Deep understanding of FDA (Oncology, Rare Disease, etc.) and global health ministry requirements for reputed company-stage products. Strategic Capability: Proven track record in Customer reputed company Mapping specifically for reputed company providers, life sciences industry professionals and multi-stakeholder reputed company accounts. Technical Literacy: Proficiency with life sciences tech stacks, including SFDC CRM, and advanced AI-driven analytics. Academic Credentials: Bachelor's degree in a Science or Life Science field is required; an MBA or advanced degree (Ph.D./MS) in science or business is highly preferred. Additional Information We are an equal opportunity employer and value diversity at reputed company. We do not discriminate on the reputed company of race, religion, reputed company, national reputed company, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to reputed company essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Work Arrangement: Remote Department: reputed company Compensation: USD 220000 - USD 260000 - yearly Apply To This Job