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Customer Excellence Manager

Employer
Labcorp
Location
Shardlow, United Kingdom
Salary
Competitive
Start date
14 May 2021
Closing date
12 Jun 2021

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Discipline
Project Management
Hours
Full Time
Contract Type
Permanent
Experience Level
Experienced (non-manager)
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Job Details


Are you a Customer Experience (Cx) professional looking for your next role within a global organization that makes a difference to human lives?

Are you highly customer focused, inquisitive, motivated and outcome driven with a true passion for creating and delivering market leading customer experiences?

Do you have proven experience supporting Voice of The Customer (VoC) programs within a matrixed organization?

If you answered YES, then come and join our innovative Customer Experience function in Early Development at Covance by Labcorp!

Please note: We will consider applications in the UK or North America (Home-Based), however there will be an expectation to travel once a month to one of our ED (Early Development sites).

As the Customer Excellence Manager your main responsibilities will be:

  • Collaborating with our Chief Customer Success Officer (CCSO) and Associate Director of Customer Excellence to develop customer excellence strategies, define targets and investment business cases for impactful targeted customer improvement initiatives
  • Championing opportunities to continually improve our customers' experience through development and utilisation of multiple listening posts and KPIs
  • Focussing on individual customer experience improvement where dissatisfaction is identified, working with key stakeholders to identify issues and ways to improve
  • Leading from the front to drive change and improvement in customer interactions throughout the customer journey for Early Development at Covance by Labcorp
  • Using design thinking to probe, assess and evaluate customer behaviours and then translating that knowledge into meaningfulinformationand innovative designs to improve
  • Influencing and partnering with multiple stakeholders to develop and implement excellence initiatives that ensure ease for customers to do business with us, to drive sales growth and increased loyalty.
  • Presenting and gaining support for customer experience concepts and methodologies from a variety of audiences unfamiliar with them
  • Providing advice and guidance on best practice Cx approaches for remediation, customer culture activities and customer value creation


Education/Qualifications:
  • Degree (or equivalent)
  • Post graduate qualifications
Experience:
  • Significant Customer Experience knowledge and expertise
  • Demonstrable project management experience (planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives)
  • Great communication and relationship/stakeholder management skills
  • Experience of leading cross functional teams in a matrixed organisation to deliver defined outcomes, ensuring effective collaboration
  • Experience facilitating and guiding meetings, workshops and group discussions, enabling others to collaborate more effectively, overcome barriers and achieve common goals and move projects forward
  • Adaptable, flexible, self-motivated and ability to assert themselves with senior stakeholders
  • Proven ability to grasp complex concepts, be creative, and influence multiple departmental and functional processes
  • Expert at leveraging resources and issue escalation for resolution
  • Excellent knowledge in MS software package, especially PowerPoint and Excel

Company

At Labcorp, we believe in the power of science to change lives. We are a leading global life sciences company that delivers answers for crucial health questions —because we know that knowledge has the potential to make life better for all. Through our unparalleled diagnostics and drug development capabilities, we provide insights and accelerate innovations that not only empower patients and providers but help medical, biotech, and pharmaceutical companies transform ideas into innovations. Here, you can join our more than 70,000 employees, serving clients in more than 100 countries, as we work together to make a real impact on people’s lives. Join us in our pursuit of answers.

 

 

 

 

Company info
Website
Location
Maidenhead Office Park
Westacott Way
Littlewick Green
 Maidenhead
SL6 3QH
United Kingdom
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