Senior Customer Experience Specialist

Who is USP

The U.S. Pharmacopeial Convention (USP) is an independent scientific organization that collaborates with the worlds top authorities in health and science to develop quality standards for medicines dietary supplements and food ingredients. USPs fundamental belief that Equity Excellence manifests in our core value of Passion for Quality through our more than 1300 hardworking professionals across twenty global locations to deliver the mission to strengthen the supply of safe quality medicines and supplements worldwide.

At USP we value inclusivity for all. We recognize the importance of building an organizational culture with meaningful opportunities for mentorship and professional growth. From the standards we create the partnerships we build and the conversations we foster we affirm the value of Diversity Equity Inclusion and Belonging in building a world where everyone can be confident of quality in health and healthcare.

USP is proud to be an equal employment opportunity employer (EEOE) and affirmative action employer. We are committed to creating an inclusive environment in all aspects of our workan environment where every employee feels fully empowered and valued irrespective of but not limited to race ethnicity physical and mental abilities education religion gender identity and expression life experience sexual orientation country of origin regional differences work experience and family status. We are committed to working with and providing reasonable accommodation to individuals with disabilities.

Brief Job Overview

The Senior Customer Experience Specialist supports and coordinates customer experience programs and initiatives across multiple regions. This role partners with teams across departments and regions to ensure that customer experience strategies are effectively implemented and maintained that customer satisfaction & feedback is continuously gathered analyzed and acted upon. The role requires a customercentric mindset excellent project management skills and the ability to collaborate with diverse stakeholders.

How will YOU create impact here at USP

In this role at USP you contribute to USPs public health mission of increasing equitable access to highquality safe medicine and improving global health through public standards and related programs. In addition as part of our commitment to our employees Global People and Culture in partnership with the Equity Office regularly invests in the professional development of all people managers. This includes training in inclusive management styles and other competencies necessary to ensure engaged and productive work environments.

The Senior Customer Experience Specialist has the following responsibilities:

• Assist in the development coordination and implementation of global customer experience initiatives ensuring alignment with corporate strategies.
• Serve as a liaison between global teams supporting and sharing best practices tools and training on customer experience standards and strategies.
• Facilitate knowledge sharing and collaboration between regions to foster a unified customercentric culture.
• Identify and recommend process improvements to enhance the efficiency and effectiveness of CX initiatives.
• Develop and maintain CX documentation ensuring that best practices and lessons learned are shared across regions.
• Organize and maintain content within the Knowledge Management System (KMS) and develop & regularly update user manual guides resources FAQs and knowledge articles to have access to accurate uptodate information by the CS Team.
• Ensure content relevance and accessibility while evaluating the effectiveness of training material.
• Support CX training and onboarding initiatives working with learning and development teams to create relevant content.
• Monitor CX databases dashboards and other tracking tools ensuring data accuracy and consistency and identify opportunities for improvement for capturing/reporting better insights.
• Support preparing reports and presentations on customer experience KPIs and project outcomes for senior leadership as needed.
• Work closely with other teams to manage and monitor CX/CS operations.
• Address operational breakages impacting customer experience in collaboration with crossfunctional teams and implement tactical solutions as needed.
• Support User Acceptance Testing (UAT) to ensure the quality and functionality of applications.
• Share observations with the CX Strategy team and support UAT signoff upon successful testing.
• Performs other duties as assigned.

Who is USP Looking For

The successful candidate will have a demonstrated understanding of our mission commitment to excellence through inclusive and equitable behaviors and practices ability to quickly build credibility with stakeholders along with the following competencies and experience:

• Bachelors degree in Business Marketing Customer Experience or a related field.
• 58 years of experience in a customer experience customer success or project coordination role ideally in a global or crossregional environment.
• Strong organizational skills with the ability to manage multiple projects and deadlines simultaneously.
• Excellent communication and interpersonal skills with the ability to work effectively with diverse teams.
• Proficiency with Excel PowerPoint CRM data analytics and project management software (e.g. Salesforce Qualtrics Microsoft Project).
• Analytical mindset with a focus on datadriven decisionmaking.

Additional Desired Preferences

• Demonstrated ability to adapt to different cultures and languages; proficiency in multiple languages is a plus.

Supervisory Responsibilities

Nil

Benefits

USP provides the benefits to protect yourself and your family today and tomorrow. From companypaid time off and comprehensive healthcare options to retirement savings you can have peace of mind that your personal and financial wellbeing is protected.

Note: USP does not accept unsolicited resumes from 3rd party recruitment agencies and is not responsible for fees from recruiters or other agencies except under specificwritten agreement with USP.

Required Experience:

Senior IC