VP of Customer Experience

TheVP of Customer Experiencein Diagnostics & Genomics is the strategic architect of the entire post-sales customer lifecycle. The purpose of this role is to bridge the gap between high-science product delivery and superior service excellence. You will ensure that diagnostic labs health systems and life sciences professionals experience seamless interactionsfrom initial instrumentation installation and validation to ongoing technical support and high-complexity billingdirectly impacting customer outcomes and long-term business growth. 

2. Core Responsibilities 

• Strategic Lifecycle Coordination:Orchestrate the end-to-end journey for complex key account customers including large pharma agriculture and healthcare providers globally. 

• Commercial Alignment:Partner with Marketing Sales and Product Managementto ensure that the CX strategy supports portfolio objectives successful product launches and improved patient-care pathways. 

• Regulatory & Compliance Stewardship:Ensure all customer touchpoints including medical information and field-service engagements comply with global healthcare regulations cGMP and anti-kickback laws. 

• Omnichannel Support Excellence:Overhaul contact center approach into strategic care-coordination hubs leveraging AI and agentic workflows to provide rapid secure and personalized support to healthcare providers (HCPs) life sciences customers and R&D professionals across all industries served. 

• Voice of the Scientific Customer:Capture and translate technical feedback from scientists and lab directors into product roadmaps ensuring that innovation cycles are driven by real-world lab performance and needs. 

3. Key Metrics 

• Experience & Loyalty:Net Promoter Score Customer Satisfaction (CSAT) and Customer Effort Score (CES) across pre-purchase product and post-purchase touchpoints. 

• Operational Quality:First Contact Resolutionand resolution time for technical/clinical inquiries crucial for minimizing diagnostic downtime in critical care environments. 

• Financial Impact:Reduction inCustomer Churn growth inCustomer Lifetime Value (CLV) and improvedCost Per Patient/Clientmetrics. 

• Compliance & Quality Scorecards:Audit readiness and regulatory defensibility of customer-facing programs. 

Qualifications :

Qualifications & Experience 

• Domain Expertise:15 yearsof progressive experience in the Life Sciences Biotech or Diagnostics sectors with at least 10 years in senior leadership overseeing commercial or service operations. 

• Regulatory Knowledge:Deep understanding ofFDA(Oncology Rare Disease etc.) and global health ministry requirements for commercial-stage products. 

• Strategic Capability:Proven track record in Customer Journey Mappingspecifically for healthcare providers life sciences industry professionals and multi-stakeholder enterprise accounts. 

• Technical Literacy:Proficiency with life sciences tech stacks including SFDC CRM and advancedAI-driven analytics. 

• Academic Credentials:Bachelors degree in aScience or Life Sciencefield is required; an MBA or advanced degree (Ph.D./MS) in science or business is highly preferred. 

Additional Information :

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion color national origin sex gender gender expression sexual orientation age marital status veteran status or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation. 

Remote Work :

Yes

Employment Type :

Full-time