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Customer Experience Manager

Location Macquarie Park, New South Wales, Australia Job ID R-157441 Date posted 23/01/2023

About AstraZeneca

AstraZeneca is a global, science-led, patient-focused biopharmaceutical company that focuses on the discovery, development and commercialisation of prescription medicines for some of the world’s most serious diseases. But we’re more than one of the world’s leading pharmaceutical companies.

Our Commercial Excellence team plays a lead role in driving transformation initiatives within AstraZeneca. We are investing in digital, data, and innovation to further fuel our growth and are recruiting a CX Manager to support the Head of Customer Strategy in delivering on our mission – securing long-term growth by delivering human centred experiences that differentiate AZ from competitors, creating unique value beyond our medicines.

What you’ll do

The CX Manager will support the Head of Customer Strategy in delivering on our mission – securing long-term growth by delivering human centred experiences that differentiate AZ from competitors, creating unique value beyond our medicines. The CX Manager will do this by supporting AZ business units and functional teams in taking a more customer-first approach by identifying opportunities to improve both our customer and employee experiences.

The successful candidate will have a marketing background with proven experience in delivering customer experience improvements, supporting the enablement of a more customer-centric culture and expertise in omnichannel campaign planning.  Proven experience in delivering training and supporting the upskill of marketing teams will be considered favourably.

Essential for the role

  • Bachelor’s degree (or related) in Commerce, Marketing or Business administration

  • A minimum of 5-7 years’ experience in a similar role / function

  • Strong understanding of CX metrics for effective tracking of customer experiences and converting insights to opportunities

  • Ability to work collaboratively with people at all levels and negotiate with and influence senior stakeholders to drive outcomes in the interests of customers.

  • Expertise in omnichannel marketing campaign planning processes and coordination of campaign activity across multiple brands

  • Strong understanding of how to leverage IT platforms and tools to improve the CX and UX, including Salesforce, Qualtrics, Power BI and Digital tools

  • Experience in training and development of functional teams.

Why AstraZeneca?

We’re brave disruptors – entrepreneurial, courageous and pioneering in our approach. Here you have the opportunity to step up, take personal accountability and lead changes in our ever-evolving environment.

At AstraZeneca, we 're dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There’s no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration, and always committed to lifelong learning, growth and development. We’re on an exciting journey to pioneer the future of healthcare.

AstraZeneca in Australia has been formally recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA). As an organisation we stand with confidence on our gender equality initiatives including pay equity, leadership development programs, and zero tolerance for gender-based harassment. This achievement exemplifies our commitment to building high performing, inclusive and diverse teams that collaborate across our enterprise, aligned to our values and strategic priority of being a Great Place to Work 

So, what’s next? 

  • Are you already imagining yourself joining our team? Good, because we can’t wait to hear from you.

  • Are you ready to bring new insights and fresh thinking to the table? Brilliant! We have one seat available, and we hope it’s yours!

  • If you’re curious to know more please get in touch with Stuart Gates. We welcome your application; applications close Sunday 12th February 2023.

Where can I find out more?

Our Social Media, Follow AstraZeneca on LinkedIn

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.

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Glassdoor logo Rated four stars on Glassdoor

Great culture, great work assignments, supportive management. Rotation opportunity within the company. They value inclusion and diversity.