Astellas Pharmaceutical Jobs

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Astellas Pharma Director, Customer Experience COE Head in Northbrook, Illinois

Do you want to be part of an inclusive team that works to develop innovative therapies for patients? Every day, we are driven to develop and deliver innovative and effective new medicines to patients and physicians. If you want to be part of this exciting work, you belong at Astellas!

Astellas Pharma Inc. is a pharmaceutical company conducting business in more than 70 countries around the world. We are committed to turning innovative science into medical solutions that bring value and hope to patients and their families. Keeping our focus on addressing unmet medical needs and conducting our business with ethics and integrity enables us to improve the health of people throughout the world. For more information on Astellas, please visit our website at www.astellas.com .

This position is based in Northbrook, Illinois. Remote work from certain states may be permitted in accordance with Astellas' Responsible Flexibility Guidelines. Candidates interested in remote work are encouraged to apply.

Purpose & Scope:

The Director, Customer Experience Center of Excellence Head, will be responsible Equip employees with the right capabilities & mindset and provide consistent relevant tools, framework, road map and empower them to think, act and improve Customer centricity throughout the Customer Journey decision points

Essential Job Responsibilities:

  1. Defines a customer experience strategy that describes the intended customer experience, its linkage to overall corporate objectives, and its alignment with the organization's brand values and attributes

  2. Develops and delivers an effective cross-functional Customer Experience management program with relevant skills, capabilities and processes.

  3. Drives employee engagement and involvement by embedding a CX mindset/culture and by developing successful communication strategy and tactics.

  4. Collects and shares stories of CX excellence.

  5. Develops framework to align business goals with customer-focused culture.

  6. Develops mechanisms to capture CX data and identify key CX metrics for tracking experience quality, satisfaction, and loyalty and measuring impact on performance.

  7. Designs voice of customer programs, including unsolicited experience feedback from customers. Analyze VOC feedback drawn from sources to identify customer problems and opportunities to improve and differentiate.

  8. Articulates the required operating plan, investments, and tactics for programmatic components of the CEX (Customer Experience Management) strategy.

  9. Communicates to employees at all levels of the organization in the elements of the area strategy.

  10. Develop communication strategies and tactics to share the importance of CEX with employees, customers, and the company.

Quantitative Dimensions:

Responsible for developing and articulating the required plan and investments for Customer Experience Management to:

  • Develop and deliver an effective Customer Experience Management program

  • Align improved customer experience with business goals and outcomes

  • Improve Voice of the customer feedback by addressing and solving Customer pain points and seizing opportunities

  • Ensure employee engagement and involvement in CEX

Organizational Context:

Reports into the VP, Commercial Capabilities, Learning & Development GCA Lead. Collaborates with other Capabilities and Learning & Development Focus Areas -- MEx and LEx, Learning Technologies, Sales, Marketing, IT, Compliance, Human Resources, and other functions across the organization when necessary. The Director, Customer Experience Center of Excellence Head has two direct reports: Customer Experience Coordinator US/JP and Customer Experience Coordinator Est-C / Int-M.

Qualifications:

Required

  • Bachelor's Degree

  • At least 8 years industry experience, preferably within the pharmaceutical, biopharmaceutical, or biotechnology industries

  • In-depth understanding of Customer Experience concept, preferably in healthcare industry

  • Experience setting strategic direction and aligning strategy and tactics across functions

  • Proven decision-making and critical thinking skills leading to successful outcomes

  • Demonstrated ability to develop and maintain effective collaborative relationships with team members, management and internal/external partners

  • Proven ability to be a consistent high level contributor or leader of multiple projects, processes, or functions

  • Proven track record of success being a high-level independent and team contributor to lead multiple project and processes

  • Experience working with teams / individuals with varied cultural backgrounds & learning styles

  • Strategic thinking, creativity, and capacity to assist others in developing ideas and business opportunities

  • Strong business acumen: project management, vendor management, and budget management capabilities

Preferred

  • MBA, Master's Degree, MS in Science or other Advance Degree

  • Multidisciplinary project management experience within pharmaceutical industry

Benefits

  • Medical, Dental and Vision Insurance

  • Generous Paid Time Off options, including Vacation and Sick time, plus national holidays including year-end shut down

  • 401(k) match and annual company contribution

  • Company paid life insurance

  • Annual Corporate Bonus and Quarterly Sales Incentive for eligible positions

  • Long Term Incentive Plan for eligible positions

  • Referral bonus program

Astellas is committed to equality of opportunity in all aspects of employment. EOE including Disability/Protected Veterans

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Category Commercial Capabilities

Astellas is committed to equality of opportunity in all aspects of employment. EOE including Disability/Protected Veterans

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