Global Customer Engagement & Lab Experience Lead
PerkinElmer
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Global Customer Engagement & Lab Experience Lead
United Kingdom | Cambridge United Kingdom | Stevenage United Kingdom
Responsibilities
Location Buckinghamshire, GB Job ID REQ-052154Job 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
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PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.
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This job is no longer accepting applications
See open jobs at PerkinElmer.See open jobs similar to "Global Customer Engagement & Lab Experience Lead" Partners for Growth.