Customer Experience Specialist
Boehringer Ingelheim
2d ago

Customer Experience Specialist

North Ryde

Boehringer Ingelheim is a family-owned multinational pharmaceutical company. We are proud of our high-performing people who are passionate about and committed to improving the lives of Australians and New Zealanders through the delivery of innovative medicines.

Research and development has been the foundation of our success and continues to be the major driver of new therapeutic treatments for patients.

Reporting to the Customer Experience Manager and joining the broader Customer Engagement & Insights Business Unit, we have an exciting opportunity for a Customer Experience Specialist to join the team at Boehringer Ingelheim.

The Customer Experience Specialist is a newly created role that will be critical in driving innovation that will be essential for the realization of the Go-to-Market vision at Boehringer Ingelheim.

The successful candidate will work closely with the Customer Experience Manager and across the Human Pharmaceuticals business to implement Customer Experience strategies.

We are looking for a creative and driven individual who is skilled at identifying and analyzing opportunities for growth, recommending best practice approaches, and driving transformation across an organization.

You will be a passionate advocate for customers and skilled in creating exceptional customer experiences and have demonstrated experience in bringing cross-functional teams together to guide them in identifying and relating to customer segments.

As a natural problem solver who enjoys applying an analytical mindset to creating innovative solutions, you will overlay a genuine inquisitiveness with a strategic mindset to drive authentic customer insights to better understand customer needs and develop best-practice customer experience strategies.

Your experience in designing market research studies to understand the voice of the customer’ will help us take the next steps in launching our commitment to creating unique and positive customer experiences.

More details about the role :

  • You will lead an evolution of our segmentation strategy driven by authentic customer insights, internal stakeholder experience, and an astute understanding of data sources and segmentation design to understand customer behaviour and needs.
  • You will design and execute new market research projects (quantitative and qualitative) to garner customer insights to inform our strategies and enhance customer experience.
  • You will design, develop, and facilitate Customer Experience workshops to drive innovation, the development of customer journey maps, and tailored multi-channel campaigns that will contribute towards our integrated customer plans.
  • Your leadership will drive and support cross-functional teams to identify with and bring to life customer segments and build tailored customer journeys and campaigns.
  • As such, you will be responsible for the optimization and measurement of customer experience.

  • You will drive continuous evaluation of data sources to review the structure of promotional territories, identify process improvements, and share insights across the business to ensure optimal ROI.
  • You will design and deliver training to ensure understanding and compliance with segmentation processes.
  • What you will have :

  • An eagerness to make a positive difference for HCPs and patients across Australia and New Zealand through organizational change to create better customer experiences.
  • A natural ability to thrive in uncertainty to create best practices in the design and implementation of Customer Experience priorities.
  • A strategic mindset in methods to best understand the needs of customers and patients, and experience in effectively translating insights into innovative ideas that create positive customer experiences.
  • Experience in Customer Experience methodologies (e.g. personas, customer segmentation, customer journey mapping, Customer journey re-engineering, pain points and opportunities, and integrated customer plans).
  • Experience with designing strategic market research projects, and ability to critically evaluate insights to inform customer strategies.
  • Ability to critically evaluate and lead evolution of customer segmentation that will drive improved customer experience
  • Experience leading teams and projects to better understand authentic customer insights (behaviours, attitudes, drivers, barriers etc.
  • to create and validate customer segmentation

  • Clear and compelling communication style (written and verbal) that inspires change across diverse audiences.
  • Evidence of an ability to lead cross-functional teams through change / transformation.
  • Ability to drive momentum autonomously, and work as part of cross-functional teams.
  • Experienced in leading strategy coupled with strong commercial acumen.
  • Who we are

    At Boehringer Ingelheim we create value through innovation with one clear goal : to improve the lives of patients. We develop breakthrough therapies and innovative healthcare solutions in areas of unmet medical need for both humans and animals.

    As a family owned company we focus on long term performance. We are powered by 50,000 employees globally who nurture a diverse, collaborative and inclusive culture.

    Learning and development for all employees is key, because your growth is our growth.

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