Associate Director, Customer Experience

About the role

The Associate Director of CxP is responsible for coordinating site CxP objectives and some platform level initiatives within a BP of the CDMO business. The role drives initiatives that enhance customer satisfaction, understands the factors that influence retention and loyalty, and turns these insights into actions in the form of site initiatives.

What you'll do

• Customer Journey Mapping & Optimization: Analyze and refine the customer journey across all touchpoints within the platform
• Some site and PLT communication and presentations required, interacting face to face wherever necessary
• Identification of opportunities to simplify and digitize customer interactions across the customer journey
• Executive Reporting & Influence: Present customer experience insights and strategic recommendations to platform leadership and support enterprise initiatives

What you need

• CRM
• Data visualisation
• Communication
• User flows
• Any graduate