Global Customer Engagement & Lab Experience Lead

Responsibilities

Job Role and Purpose:
Develop and lead an ongoing Strategic Customer Experience and Engagement plan based on global/local Account Program, to ensure long term stability and growth of the Client and PerkinElmer partnership. Design, develop and deliver Best in Class customer experience through our Customer Journey Mapping program. Own and develop a robust Voice of the Customer and engagement program to ensure stakeholders (client, scientific community customers, employees and key supplier partners) understand the services we deliver and how to access them, the value of PerkinElmer through customer satisfaction and user experience of the portfolio of services delivered on the Account.
This is a remote role based in the UK. You will be expected to travel to customer sites in Stevenage as needed and occasionally to other sites in Europe and US.
This is a management role with 2 staff reporting in.
Key Accountabilities/Responsibilities:

• Design, develop and lead an ongoing Strategic Customer Experience program and Stakeholder Engagement/Customer Relationship Plan for the operations across Client account.

• Develop, deliver and review the most appropriate Customer Satisfaction Performance Indicators, measures of success and feedback channels.

• Lead the Customer Journey Mapping Program, Voice of the Lab, Voice of the customer feedback sessions to measure, benchmark and improve customer experience.

• Analyze Customer Insights and lab persona journeys to design enhanced CX or UX of our services and solutions

• Manage a team of Customer Engagement and Customer Process improvement Specialists, responsible for the tactical deployment of the CX and Engagement roadmap.

• Lead activities and process improvements that improve the Laboratory Customer Experience; govern these activities within PMO structure.

• The Customer Engagement plan to incorporate and promote all Account services: Laboratory Instrument Support, General Lab Services, Technical Lab Services.

• In partnership with the Client leadership, support Customer Engagement and communication activities required for strategic initiatives, service reviews, launches of new services or sites.

• Provide Customer insights at regional level to drive program improvements within operations and at leadership governance Account Strategic Reviews, Strategic Advisory Board, Quarterly Business Review, etc.

• Develop and deliver the Customer Communication roadmap for the global account.

• Develop customer communications for customer portals (B2B) or the client’s intranet pages (Workplace, Site News, emails, on-site LED/digital screens screens etc.)

• Research, write and produce content material for the Account Customer Communications Plan (website, email announcements, presentations, posters, roadshows, events)

• Ensure brand compliance with internal branding guidance and develop templates for customer communications.

• Actively promote case study success stories, Time to Science, Health & Safety Culture, Quality and Compliance performance and how our service delivery teams live ours and Customers' core values.

• Actively promote Continuous Improvement and ongoing awareness activities with the Client.

• Work with PerkinElmer on Stakeholder Engagement activities that can be adopted/adapted at an account level to help sustain/grow both the existing and new business/service enhancement opportunities within the Client account.

Employee Engagement:

• Develop and deploy leadership PKI employee communications

• Facilitate regular All Hands Meetings for Account Team

• Employee customer led project communications

In addition to the above tasks, other activities and responsibilities may be individually defined as key stakeholder relationships continue to evolve.
Leadership Requirements/competencies:

• Leadership and Service Delivery Management

• Line management and coaching

• Thinks strategically - ability to bring together seemingly disparate ideas, areas, products, etc. to create new solutions for the customer

• Global Fluency - ability to create international team spirit and to enhance diversity

• Drives accountability - ability to establish clear, measurable goals, taking ownership of responsibilities and commitments to those goals and moving others to responsibility for their goals

• Customer-focused - ability to make the internal and external customer the center of attention

• Team building - ability to promote collaboration and cross-cultural cooperation

• Leads and engages others - demonstrates leadership by giving positive example and drives engagement by creating opportunities for growth

• Demonstrates integrity - acts consistent with what he/she says and believes in line with ethical standards

• Shows respect for others - ability to understand, value and navigate different perspectives and modify own views

• Communicates and influences - Ability to convince, influence or persuade others to gain support for own agenda across the organisation

• Results-oriented - ability to achieve business goals, with a concern for working well, surpassing standards of excellence and passion for challenges

• Analytical thinker - ability to analyse complex problems and provide simplified solutions for fast and effective decisions

Personal Experience/Qualifications/Skills:

• 5+ years’ experience in a relevant Customer Experience Leader/Management role, experience managing Voice of the Customer (VoC) or Customer insights program

• 5+ years’ experience of line managing a team – either in Customer Service, Customer Experience or Engagement

• Ideally within a Scientific or Life Science industry background, but not essential

• Preferably a formal leadership/customer experience/Customer Engagement qualification

• Ability to understand complex issues and interpret them for a wider audience

• Experience designing and leading a relevant Customer Engagement Program strategy

• Ability to work under pressure, multi-task and deliver to tight deadlines

• High need for excellence with good planning and implementation skills

• Creativity, initiative and discretion required

• Experience in emerging technology and media tools for VoC analysis

• Drive and enthusiasm for Customer continuous improvement

• Native English language communication skills – written and verbal

• Global or regional account management experience

• Customer Engagement and Communication experience