Customer Experience Specialist

Job description

Customer Experience Specialist

·  Location : Field based (Cheshire and Merseyside)
·  Job Type: Permanent

About the job

Our Team – General Medicines in the UKIE

One of the key roles of General Medicines in Sanofi is to drive innovation through transformation. In UKIE this involves embracing Agile ways of working and putting data at the forefront of our decision-making, enabling us to be more relevant to our customers and play a role in helping Healthcare Systems and Key Markets not only thrive but address the challenges of tomorrow. 

This ambition can be only made possible by attracting and retaining the best people to help us on our mission to serve the millions of patients we provide medicine for. The UKIE team provides a space for our talented people to come together, connect, be themselves and feel engaged to develop.  This combination of the best people, working in an agile way based on data driven decision will enable us to deliver the best-in-class experience for our customers.

Purpose of role

·  As part of an agile squad, you will work together with other members of the squad to determine; clear goals, actions, accountabilities, and measures; prioritisation of activities and programmes that will deliver customer centric & health system solutions, based on account common goals 
·  Your role will be to operate strategically in prioritised accounts to deliver valued omnichannel engagement solutions with a group of clearly defined key stakeholders in a specific geography for the Core Assets General Medicine Portfolio, which will result in an increase in the number of patients benefiting from our medicines
·  As Customer Experience Specialist, you will have an expert understanding of how to implement the glocal plan, gather insights and turn them into potential initiatives for customer groups which delivers growth, profitability and increases customer experience

Main Tasks

·  Proactively develops and demonstrates a deep knowledge of therapy area, key accounts, current treatments, and future advances, to retain competitive advantage
·  Adopt an Account first approach in line with current competency framework
·  You will have a clear understanding of key stakeholders, payers, clinicians, policy makers, treatment & patient pathways and use these local insights & networks to shape the product backlog
·  Be part of an Agile squad working within a scrum framework. Define your way of working, how you split tasks and responsibilities, the way you come to decisions; play a critical role in the squad such as its governance, initiatives, and achievements
·  Bring new ideas and ways of working, striving for results and achievement of new standards
·  Have a clear understanding of the role that everyone plays across the business & work in collaboration with all General Medicines functions to maximise performance of self & team, embracing the principles of collective achievement    
·  Understand & optimise an omnichannel strategy   as part of the customer journey to support customer objectives, proactively design, develop, deliver & measure short/medium and long term omnichannel strategies to ensure ‘Best in Class’ customer experience and engagement
·  Implementation of the Agile squad outputs with confidence & an entrepreneurial spirit making   data driven decisions, taking calculated risks, and be willing to fail & learn
·  Maximise the use of internal digital ecosystems to both enable & maximise data driven decision making

About you

WHAT YOU’LL NEED TO HAVE – The skills you’ll draw on!

Technical Skills/Requirements

·  Educated to an appropriate level or equivalent
·  Detailed understanding of ABPI /IPHA Code of Practice and its practical application in a business environment. ABPI/IPHA qualified
·  Expertise in effective usage of omnichannel
·  Demonstrate previous ability to work collaboratively
·  Ability to remain flexible in a changing environment
·  Knowledge and understanding of the modern NHS/HSE/Department of Health Ireland
·  Ability to make data driven decisions promptly  
·  Ability to navigate complex problems and find relevant solutions 
·  Deep understanding of the importance of data 
·  Agile methodology  
·  OKR methodology 
·  Demonstration of Resilience, Innovation & Learning Mindsets

Pursue progress . Discover extraordinary .

Visas for those who do not already have the right to work in the UK will be considered on a case by case basis according to business needs and resources.

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com !

At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.