Director, Customer Experience, Global Business Services (GBS)

About AstraZeneca

At AstraZeneca, we work together across global boundaries to make an impact and find answers to challenges. We do this with the utmost integrity even in the most difficult situations because we are committed to doing the right thing.

In Global Business Services (GBS), we dare to change the way we work—we are brave, resilient, and take smart risks with a focus on simplifying the way we work. Through our global scale and diverse services, we look to drive value through excellence in delivery, innovation, and expertise.

Role Summary 

The Director, Customer Experience (CX) is a strategic, high-impact individual contributor role that shapes and drives the CX agenda across GBS and establishes a scalable CX operating model. This position plays a pivotal part in strengthening GBS as a trusted business partner of choice by enhancing customer perception, increasing advocacy, and directly contributing to new business opportunities and productivity targets. Working closely with the Service Towers and GBS Leadership, the role converts customer insight into actionable plans, delivering measurable business outcomes enabled by CX platforms. Ready to influence how a global organisation experiences GBS every day?

Accountabilities 

• CX Strategy, Framework and Governance: Shape and continuously improve the GBS CX strategy aligned to enterprise priorities and customer needs. Own and deploy a unified GBS CX Framework with clear standards, measures, governance and ways of working, ensuring consistent adoption across Service Towers, Functions and Hubs.
• Voice of Customer and Measurement: Define and run a robust Voice of Customer ecosystem (listening points, feedback channels, measurement and insight synthesis). Refine CX measurement approaches (e.g., NPS, CSAT, CES) and establish longitudinal tracking to monitor trends, impact and shifting priorities.
• Customer Journeys and Insight to Action: Lead end‑to‑end journey mapping to identify friction, pain points and moments that matter. Govern a closed‑loop insight‑to‑action process so insights translate into prioritised, owned and tracked improvements; monitor effectiveness and influence stakeholders to keep customer priorities central.
• Analytics, Dashboards and Reporting: Develop and leverage analytics and insight tools to identify themes and support prioritisation. Define standard CX dashboards for leaders and operational teams, integrating CX outcomes into broader Service Excellence and Performance reporting.
• Perception, Advocacy and Value Proposition: Drive initiatives that improve customer perception and advocacy, tracking progress against CX measures. Partner with Service Towers to articulate and promote the GBS value proposition, linking service excellence to business value and new opportunities; support customer‑facing communications during service issues or disruptions.
• CX Platforms and Tooling: Act as Product Owner for CX platforms (e.g., Qualtrics), overseeing configuration, governance, data models and reporting standards. Partner with Enterprise CX, IT and Data teams on tooling alignment, architecture and best practice.
• Stakeholder Partnership and Growth: Build strong relationships with GBS leadership, internal stakeholders and key customer contacts to advance partnerships and enable new business opportunities. Ensure CX priorities are reflected in service strategies and improvement roadmaps.
• CX Leadership and Capability: Be a visible advocate for customer‑led decision‑making in service design and delivery. Drive behavioural and cultural adoption of CX ways of working across Towers and Hubs, and build capability through coaching, standards, playbooks and communities of practice.

Essential Skills/Experience 

• Extensive experience (5 – 10 years) in GBS ecosystems in similar roles, focused on driving customer advocacy and directly supporting the organization's growth agenda, customer satisfaction, and employee experience enhancement. 
• Demonstrated experience leading and scaling enterprise wide CX implementations across large, complex GBS or shared services organisations. 
• Proven track record of developing and implementing strategic CX operating models across multiple service lines and geographies, resulting in improved customer perception (e.g., driven NPS/CSAT increases). 
• Hands on experience with enterprise CX platforms (e.g. Qualtrics), including survey design, dashboarding, analytics, and insight dissemination at scale. 
• Strong understanding of CX data structures, segmentation, and trend analysis in complex organisations. 
• Experience in customer journey mapping and translating insight into practical improvement priorities. 
• Ability to drive change without direct authority, balancing strategic direction with hands on execution. 
• Ability to influence senior leaders and service owners to act on customer insight in complex, matrixed organisations 
• Good written and verbal communication skills, with the ability to articulate clear and consistent messaging 
• Proven leadership skills and collaborative behaviour required to establish ways of working and to drive successful delivery against strategy. 
• Ability to operate in a fast-paced, evolving environment with competing priorities.

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

AstraZeneca offers the chance to join a high-performing global team that powers the enterprise to better serve patients every day, combining deep expertise with digital innovation to streamline processes, improve data-driven decision making, and implement smarter ways of working. Colleagues collaborate across markets and functions with an entrepreneurial mindset, encouraged to think differently, challenge the status quo, take smart risks, and turn ideas into reality while maintaining ethics, compliance, and transparency at the core of every decision. With access to diverse projects, inclusive collaboration, and clear links between daily work and impact on patients’ lives worldwide, this is an environment where reputations are built, skills grow fast, and contributions are recognised!

If this role matches your experience and ambitions, apply now to help redefine how GBS delivers value across AstraZeneca.

Date Posted

Closing Date

AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.