Director of Experience, Cardiometabolic

Key Responsibilities

• Strategic Leadership: Develop and execute a comprehensive customer experience strategy that aligns with the company’s mission and objectives, enhancing customer satisfaction and fostering long-term relationships with healthcare professionals and patients.
• Customer Journey Management: Oversee the entire customer journey from pre-sale engagement to post-sale support, ensuring consistent and high-quality experiences at every stage.
• Cross-Functional Collaboration: Work closely with sales, marketing, product development, and clinical teams to create customer-centric solutions, troubleshoot issues, and ensure seamless integration of feedback into product improvements.
• Customer Feedback & Insights: Implement mechanisms to gather and analyze customer feedback, using data to make informed decisions that improve customer experience. Develop regular reporting to communicate insights and identify areas for improvement.
• Team Leadership: Lead and mentor a team of customer experience managers, support staff, and service teams, fostering a culture of continuous improvement and excellence.
• Customer Advocacy: Act as a senior customer advocate within the organization, ensuring the voice of the customer is heard and prioritized in strategic planning and decision-making processes.
• Training & Development: Establish ongoing training programs for internal teams on best practices for customer engagement, product knowledge, and managing customer concerns specific to medical devices and cardio screening.
• Process Improvement: Continuously evaluate and improve customer experience workflows and systems to increase efficiency, reduce friction, and drive better customer outcomes.
• Compliance & Regulatory: Ensure customer experience initiatives adhere to industry standards, medical device regulations, and data privacy requirements

Qualification & Requirements

• Bachelor’s degree in Business, Healthcare, or related field (MBA or similar advanced degree preferred).
• 7+ years of experience in customer experience, customer success, or similar roles within the medical device, healthcare, or life sciences industry, with at least 3 years in a leadership capacity.
• Proven experience in managing customer support and experience teams, driving improvements in customer satisfaction and retention, and handling complex customer needs.
• Strong knowledge of customer experience metrics and tools (e.g., NPS, CSAT, CES) and the ability to leverage data to drive decisions.
• Experience in the cardio screening or medical technology industry, with an understanding of the regulatory landscape, product lifecycle, and customer needs.
• Excellent communication, interpersonal, and leadership skills with the ability to collaborate effectively across departments and influence key stakeholders.
• Strong problem-solving skills, with the ability to anticipate customer needs and proactively address challenges.
• Exceptional organizational skills with a focus on delivering results in a fast-paced, regulated environment.

Key Competencies

• Customer-Centric Mindset
• Strategic Thinking & Planning
• Leadership & Team Development
• Data-Driven Decision Making
• Problem-Solving & Critical Thinking
• Regulatory and Compliance Awareness
• Excellent Communication Skills

Benefits

No information available.