Associate Director, Cx Measurement Manager

Our Human Health Division maintains a “patient first, profits later” ideology. The organization is comprised of sales, marketing, market access, digital analytics and commercial professionals who are passionate about their role in bringing our medicines to our customers worldwide.

The Commercial Operations (ICO) team in Human Health International (HHI) is a critically important organization in help helping subsidiaries drive tangible impact for all of our customers (e.g., Key Accounts, Prescribers, Patients, Channel Partners) and ultimately delivering sustainable top and bottom-line performance. We do this through:
We are currently seeking an Associate Director level Customer Experience (CX) Measurement Manager to join the CX Enablement organization within ICO, to help plan and execute effective Omnichannel Customer Experience strategies, to achieve our mission in ensuring access for patients to our medicines and vaccines.

The Customer Experience (CX) Measurement Manager role is of critical importance in realizing our HHI patient/customer-centric goals. This role will join the Omnichannel Experience team and partner with markets, regions and global teams to fulfil HHI Franchise business priorities by helping to measure and optimize omnichannel campaigns and programs and drive consistent measurement across our markets and regions.

The primary location for this role is Lucerne (Kriens), Switzerland. Other European locations possible: further discussion with hiring manager required.

**Main Responsibilities**:

- Working with markets and regions to implement and realize measurement, modelling and attribution methodologies for customer engagement initiatives across channels and touchpoints.
- Identify and use data (e.g., CRM, web analytics, social media, surveys, etc.) to evaluate the performance and effectiveness of omnichannel campaigns and programs.
- Help marketing teams set their learning agendas and be able to translate data insights into actionable recommendations for continuous optimization of the customer experience.
- Help marketers use learnings to inform decisions on channel and media mix and inform planning and budget allocation.
- Guide marketers in the set-up of robust experiments to test and optimize audience, creative and channel effectiveness and efficiency and the impact on driving better customer experience metrics.
- Collaborate with cross-functional global, regional and local teams (e.g., franchise marketing, sales, finance, IT, etc.) to align on measurement objectives, data requirements, and reporting standards.
- Use data to bring insight and direction to inform Agile Squad decisions and influence outcomes.
- Create and deliver clear and compelling reports and guidance using dashboards and tools to communicate the business outcomes and customer impact of omnichannel initiatives.
- Stay abreast of the latest trends and best practices in customer experience measurement and analytics.

**Your Profile**:

- Bachelor’s degree and advanced degree preferred with emphasis in Business, Marketing or Economics.
- Minimum 7 years’ experience in customer experience and engagement measurement, marketing analytics, or related fields.
- Measuring and optimizing omnichannel customer engagement initiatives across different channels and touchpoints.
- Implementation of CX metrics and using voice of customer data to inform customer journey optimization.
- Experience in developing and using measurement frameworks and setting consistent KPIs and metrics in global organizations.
- Strong media knowledge and conversant in the ad tech to serve and analyse audience data, media targeting and performance.
- Strong knowledge of measurement and attribution frameworks to inform customer journey analytics, multi-touch attribution, etc.
- Proficient in using various tools and platforms for data collection, analysis, and visualization, such as Google Analytics, Adobe Analytics, Salesforce, Tableau, Power BI, etc.
- A natural coach and communicator with strong presentation skills; able to explain complex data concepts and insights simply, to diverse internal stakeholders.
- Curious and analytical: You have a natural curiosity and passion for data and customer insights. You enjoy finding patterns and solving problems using data and analytics.
- You are driven by measurable outcomes and continuous improvement.
- You’re a team player who can work effectively with different functions and levels of the organization. You have strong interpersonal and persuasion skills that enable you to build trust, coach and influence decisions.
- Agile and adaptable: You are comfortable working in a fast-paced and dynamic environment. You can handle ambiguity and change and adjust your approach accordingly.

Our Marketing team are passionate about bringing our medicines and vaccines to our customers around the world. Through digital listening and patient analytics, we are able to understand our customers’ needs and strive to pr