Customer Experience Director

7 months ago

Mississauga, Canada AstraZeneca Full time

At AstraZeneca, we pride ourselves on crafting a collaborative culture that champions knowledge-sharing, ambitious thinking and innovation - ultimately providing employees with the opportunity to work across teams, functions and even the globe.

Recognizing the importance of individualized flexibility, our ways of working allow employees to balance personal and work commitments while ensuring we continue to create a strong culture of collaboration and teamwork by engaging face-to-face in our offices 3 days a week. Our head office and BlueSky Hub in downtown Toronto are purposely designed with collaboration in mind, providing space where teams can come together to strategize, brainstorm and connect on key projects.

Our dedication to sustainability is also central to our culture and part of what makes AstraZeneca a great place to work. We know the health of people, the planet and our business are interconnected which is why we’re taking ambitious action to tackle some of the biggest challenges of our time, from climate change to access to healthcare and disease prevention.

The **Customer Experience Director **will provide the MC&I team with a deep understanding of regional market dynamics, including regulations, compliance and cultural nuances to support an insights-driven approach to medical content development and dissemination. This role will have a good understanding of OBU MC&I operations, acting as the main liaison for market leads to communicate needs and areas of feedback to Global Medical teams and vice versa. This involves being responsible for alignment and collaboration efforts across customer experience initiatives in the US, EUCAN, Japan, China and International markets.

This position will report to the MI Intelligence & Planning Senior Director, and will also work closely with the Scientific Communications and Medical Information Senior Directors to bring customer insights from markets into improving medical content. The individual may also liaise with Digital Acceleration Programme Directors to inform the strategy and facilitate implementation of Digital Initiatives across markets.

**You will be responsible for**:
**Customer Insights & Engagement Strategy**:

- Collaborate closely with key customer groups, including priority markets and MSLE team, to gain deep understanding of regional market / customer dynamics and requirements. Identify existing resources, ensuring they are readily available and more appropriately utilised.
- Establish frameworks to translate market insights into actionable solutions, supporting the content development and communications strategy for Content Excellence outputs and Digital initiatives.
- Serve as the primary point of contact for inquiries from markets on GMI produced content, effectively addressing or redirecting pertinent queries.
- Potential involvement in market customer engagement assessments (e.g. KOL engagement, adboards) to identify gaps and opportunities for medical information in order to improve disease and therapeutic education across regions.

**Market Intelligence**:

- Monitor market trends, competitor activities, and regulatory developments across markets and regions. Provide insights and recommendations to the MC&I team to inform content strategy and decision-making.

**Impact Metrics &** **Measurement**:

- Work closely with the Insights & Analytics Associate Director to develop and track key customer experience metrics (e.g., usage and adoption via downloads, views or shares; content effectiveness and engagement metrics including click-through; stakeholder awareness and satisfaction metrics etc.)
- Provide direction on experience management processes to improve data collection from markets.

**Continuous Development**:

- Proactively solicit feedback from stakeholders on the relevance, usefulness, and effectiveness of medical communication and information resources and materials. Use feedback to identify areas for improvement and inform future content development efforts.

**What you need to have**:

- 8-10+ years of relevant experience, with significant experience within the pharmaceutical industry and Medical Information / Medical affairs
- 5+ years in CX/UX strategy at in pharma/life sciences.
- Demonstrated experience as a liaison between local markets and global teams, developing deep understanding of market nuances.
- Previous experience of leading the planning and execution of customer experience and human-centred strategy within medical affairs.
- Experience in customer relationship management, technology innovation, operations, and healthcare interoperability.
- Previous experience using technology and customer relationship management tools in medical affairs function and data segmentation to streamline processes and improve the overall customer experience.
- Ability to provide support and coaching regarding adoption of CX strategy and metrics across multiple projects and channels.
- Highly developed communication, interperson

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