Consumer Experience Strategist

Overview

Our client is a leading pharma company under deep digital transformation in its different engagements with patients, customers, employees, and stakeholders. 

The Consumer Experience (CX) Strategy lead provides the end-to-end consumer experience strategy and digital solutions for our clients patients, customers, and staffs to work seamlessly and easily across products and services within its ecosystem while aligning with the product roadmap, needs of users, market customers, and technical frameworks.

You develop CX strategy to differentiate and deliver innovative digital solutions that will make health care more accessible, more integrated and more reliable for users in collaboration with cross functional teams and other key stakeholders. You will identify and set CX strategy, envision complex CX ecosystems, and inspire teams to push the boundaries of what’s possible. Your success will see your strategies being the lighthouse for the projects you are working on.

CX is a new function within our client, and the work will require evangelization, delivery, and high adaptability to change. This new team entails project management, research, design (visual and UX), prototyping and strategy.

Responsibilities:

Deliver CX strategy across digital products for the organization: define plans, principles, based on research and insights and measurement frameworks
Ensure CX Strategy meets agreed upon milestones, mitigating risk and maximizing process efficiency.

• Work closely with direct and indirect team members to define, document, share and maintain our overall user experience strategy, rollout, and operations for our clients products and digital solutions
• Reallocate resources appropriately to deliver on priorities under tight deadlines; responsible for leading a team of CX Strategy employees and contractors
• Mentor, share and empower the team to stay informed of changes in the industry, constantly learn and grow as a CX Strategist
• Embody excellence in consumer experience at all level and influence product and service strategy direction
• Influential leader representing CX Strategy across the business and corporate, including product and service development functions: 
• Integrate CX Strategy within the Consumer Experience and digital development process and be an advocate for CX within Digital, partner organizations and stakeholder groups
• Affect deep levels of change in terms of how CX functions with its peers in Global Business Units, R&D, Corporate and Engineering

Knowledge, Skills & Abilities:

• Strong analytical skills with ability to absorb qual and quant data in order to synthesise key challenges or learnings.
• Strong communication and presentation skills to convey recommendations efficiently
• Strategic planning for CX:  Recognized ability to draw plans from assessment based on product roadmap, team maturity, existing knowledge gaps, business priorities.
• Strong business acumen, with ability to understand value generation and business modelling
• Digital product management skills: Deep understanding of what makes a digital product, with notions of agile, CX, in order to be best advice to Digital product owners
• CX Measurement frameworks knowledge and practice, both in qual and quant, to setup measure of efficacy.
• International experience, with understanding of cultural sensitivities as the role is global
• High EQ to manage different stakeholders within the organisation and understand how to bring them along.

Key Qualifications:  

• Bachelor’s degree or equivalent work experience in Design, HCI, MBA or related field. Master’s degree in relevant field a plus 
• 7+ years of hands-on CX/UX strategist at a large global enterprise experience, agency, consulting or Start-up/scale-up is a must, in the context of digital product or software design.
• Solid understanding of how to create, measure and refine consumer experience strategy based on user research, human factors, customer feedback and market data
• Embody a strong and effective user’s point of view inside the organization.
• Familiarity with pharma/health technology is a plus
• English communication skills on a professional level (verbal and written) for candidates out of USA

The target hiring compensation for this role is $65-75/hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location. 

Additional benefits offered may include: medical health insurance and dental insurance, life insurance, and eligibility to participate in 401k plan with company match (if applicable).

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.