Director, Customer Experience Platforms

Vor 2 Tagen

Bern, Schweiz CSL Plasma Vollzeit
The Opportunity

You will be reporting to the Commercial I&T Platforms Leader and you will be accountable for leading the Customer Experience (CX) Platform domain covering the core technologies of Web, Digital Health, eCommerce and Digital Engagement. You will also lead the development and execution of digital initiatives across the CX portfolio. Working directly with the CSL business and members of the applications teams, you will ensure the core services products are planned and managed in a compliant way, while allowing flexibility in meeting business needs.

The Role

Your role is to provide leadership and knowledge expertise in the specific process at both the global and local level. As a process champion, you will analyze business and technical processes to ensure reduction of risk and exposure on behalf of the CSL I&T organization, and beyond.

This role is accountable for leading the Customer Experience (CX) Platform domain covering the core technologies of Web, Digital Health, eCommerce and Digital Engagement.

This role will lead the development and execution of digital initiatives across the CX portfolio. Working directly with the CSL business and members of the applications teams, you will ensure the core services products are planned and managed in a compliant way, while allowing flexibility in meeting business needs.

Strategy & Roadmaps

  • Create and enable roadmaps of prioritized capabilities in current City Plan architecture as well as future/evolving capabilities which link directly to business needs.

  • Work with business partners to understand and elicit business capability needs including high-level requirements and business outcomes.

  • Determine investment opportunities based on business and financial objectives.

Develop and Enhance Solutions/Products

  • Enable product-focus, among partnerships with business product owners, for evolution of products by leveraging Agile and related short-cycle development methodologies.

  • Leverage direct and indirect IT resources to continuously manage the service/process, meeting the agreed requirements within timescales while adhering to necessary governance and controls.

Operational Excellence

  • Ultimately accountable for making the outsourced services work for their process/service domain.

  • Responsible for cost management associated with process/service.

  • Drive use of customer value focused, key performance indicators (KPI)/service-level agreements (SLA)/operational-level agreements (OLA), product(s) metrics and measurable goals – all in line with enterprise standards, when applicable.

Resources & Leadership

  • Lead and manage Customer Experience Platforms for multiple business units, including a team led by Manager(s) and Individual Contributor(s) and external resources.

  • Foster and promote strong collaboration within the team, wider IT and the broader business.

Your skills and experience

  • Bachelor’s Degree required with preferred focus in Computer Science or related field.

  • 10 (+) years’ IT Business Partner experience relating to eCommerce marketing functions.

  • Experience merging technology platforms and business capabilities across business functions, business units.

  • Extensive business knowledge of global Commercial Solutions for Omnichannel customer engagement, Digital Health and Patient solutions, Digital (inclusive of web and social media) Marketing, Brand Communications, Commercial Contracts & Compliance, and/or Supply.

  • Experience with leveraging channels and digital tactics to engage with customers, fluent in commercial principles and best practices.

  • Experience in eCommerce and integration strategies, process definition and solutions, specifically solutions such as Salesforce.com and SAP Commerce Cloud.

  • Deep understanding of leading web development teams and of best practices regarding customer and patient experience capability development.

About CSL Behring

CSL Behring is a global leader in developing and delivering high-quality medicines that treat people with rare and serious diseases. Our treatments offer promise for people in more than 100 countries living with conditions in the immunology, hematology, cardiovascular and metabolic, respiratory, and transplant therapeutic areas. Learn more about CSL Behring.

We want CSL to reflect the world around us

As a global organization with employees in 35+ countries, CSL embraces diversity and inclusion. Learn more about Diversity & Inclusion at CSL.

Do work that matters at CSL Behring

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