Job Title:
Customer Experience Architect
About the Role:
We are seeking a Customer Experience Architect to join our organization in the FSA department.
Duties and Responsibilities:
* Collaborate with FSA leads and customers to understand their needs, challenges, and objectives.
* Facilitate the creation and delivery of customized plans and communications that support positive FSA experience and outcome.
* Develop and maintain an industry leading FSA project planning capability/framework.
* Promote best practices across FSA by auditing projects & identifying attributes contributing to success/failure.
* Support FSA & global PMs to ensure every project has a detailed FSA delivery plan.
* Support RFIs & general capability presentations maintain SSU sales collateral & support SSL/SAL/FSA PM Support bringing FSA best practices to preferred partnerships w/bespoke processes.
Requirements:
* Bachelor's degree in life science, project management or related field.
* Minimum of 6 years of experience in clinical research with a focus on customer experience, feasibility, study start-up, project management or related role.
* Knowledge of clinical trial processes, standards, and industry best practices.
* Customer-centric mindset and a passion for helping customers succeed.
* Proven track record of developing and implementing successful customer experience strategies.
* Strong presentation and training skills.
* Experience in mentoring staff.
* Excellent communication, collaboration, and problem-solving skills with the ability to work effectively in a cross-functional environment.
* Ability to work independently and as part of a team.
* Attention to detail and a high level of accuracy.
* Positive attitude and a proactive approach.
* Proficiency in Microsoft Office Suite.
What We Offer:
We offer a competitive salary and a range of benefits including various annual leave entitlements, health insurance offerings, competitive retirement planning, and more.