Manager, Customer Experience, Medical Affairs

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About the role

Over the last few years, Medical has advanced from the initial buzz of “omnichannel” to a customer-focused culture that is deeply integrated within the Canadian Medical Strategy and Operating Model and embedded within the organization’s day-to-day operations. Join the growing Medical Customer Experience (CX) team as we continue to embrace the needs of the modern HCPs and integrate this culture across the organization. Reporting to the Lead, Medical Strategy, Performance, and Operations, the Manager, Customer Experience, Medical Affairs wil l contribute to the development of a fully integrated CX ecosystem that is customer-centric, people-focused, and deeply rooted within our scientific strategies, ensuring we optimize access to scientific information, maximize impact on H CPs’ scientific beliefs, and actively reshape the Canadian healthcare landscape in support of patients. The Manager, Customer Experience, Medical Affairs will partner directly with assigned asset teams to integrate the customer-centric culture and bring impactful HCP engagements to life. Additionally, the Manager, Customer Experience, Medical Affairs will partner locally, regionally, and globally to manage, integrate, and optimize enterprise-level CX initiatives across the Canadian LOC. Balancing individual TA team needs with strategic enterprise thinking will be essential as the Manager, Customer Experience builds trusted relationships with stakeholders across local, regional, and global organizations. Whether working within an assigned TA team or across the local enterprise, the Manager, Customer Experience leads the strategic design, execution, and optimization of high-value, seamless, and impactful HCP engagements, in alignment with the asset strategy and Medical business objectives. Responsibilities This role will provide YOU the opportunity to lead key activities to progress YOUR career. These responsibilities include some of the following: Lead CX strategy and execution with the assigned TA(s) and/or across Medical to: • Build CX capabilities and maturity for Medical, champion a customer-centric, data-driven, and enterprise mindset to continue advancing the customer experience. • Lead CX tactics development and embed into asset-level strategies, in alignment with overarching Medical business objectives, to formulate meaningful HCP engagement plans. • Translate asset strategies into insight-led CX journeys with clear customer needs, objectives, audiences, touchpoints, measures, and accountabilities • • • Contribute to enterprise-level CX strategy development and execution. • Accelerate the adoption of priority CX solutions, channels, and tactics to drive impactful HCP engagements. • Optimize scientific content generation, localization, utilization, and engagement. • Amplify and integrate the user voices across Head Office and Field roles to drive co-creation and adoption. • Design and implement future-focused ways of working, workflows, and processes that simplify execution and accelerate impact delivery across Medical. • Measure performance, generate insights, and communicate results with a focus on continuous process and quality improvement. • Adopt an agile approach to CX integration and change management to ensure sustainable growth, adoption, and execution. • Partner with other Medical functions, including Governance, Medical Education, Medical Information and Pharmacovigilance, and Evidence Generation teams, to ensure strategic alignment, drive organizational efficiency, and maximize impact. • Partner with Commercial teams to ensure an integrated CX approach with coordinated HCP engagements. • Collaborate with external vendors and agencies to deliver and manage CX solutions. • Cultivate a bold and courageous appetite for innovation w

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