Associate Director, Customer Experience

Overview

Coordinate site customer experience (CxP) objectives and some platform-level initiatives within a BP of the CDMO business. The role drives initiatives that enhance customer satisfaction, understands factors influencing retention and loyalty, and turns these insights into site initiatives.

What you'll do

• Analyze and refine the customer journey across all touchpoints within the platform, identifying friction points and opportunities for improvement.
• Manage Voice of Customer (VoC) programs including surveys, interviews and feedback loops; analyze insights to inform improvements, feeding into platform SPP or other strategic processes as necessary.
• Define and lead or sponsor initiatives within the sites and platform that enhance the customer journey.
• Deliver site and PLT communications and presentations, interacting face to face wherever necessary.
• Maintain comprehensive knowledge of the customer's digital experience and of the tools customers interact with or Lonza personnel use to manage customers; identify opportunities to simplify and digitize customer interactions across the journey.
• Track and report on KPIs such as LPS, CJM and LLPS (Lonza's three approaches to customer surveys); identify trends and recommend actions to a platform via the CxP or customer journey team.
• Drive cultural change toward customer-centricity through training, communication, and stakeholder engagement.
• Lead a cross-functional customer experience team in alignment with platform leadership to develop a culture of customer centricity.
• Present customer experience insights and strategic recommendations to platform leadership and support enterprise initiatives.

What you'll need

• Excellent communication, leadership, and stakeholder management skills.
• Deep understanding of B2B customer dynamics and complex service delivery models.
• Strong leadership experience of cross-functional or cross-platform projects and of influence without authority.
• Experience with CRM systems, customer feedback/analytics platforms, and data visualization tools.
• Ability to travel internationally at least 4 times a year, to destinations in the US and Europe.

Details

• Office-first role in Hyderabad, India; work primarily in the office, with flexibility to work remotely for 40% of time (two days per week).
• Relocation assistance is available for eligible candidates and their families, if needed.