Sanofi Group Global Head of Digital Customer Experience (CX) in Cambridge, Massachusetts
Sanofi (NYSE: SNY) is a leading global integrated healthcare company that discovers, develops, and distributes therapeutic solutions to improve the lives of everyone. The company works to prevent and treat the diseases of today, as well as those we may face tomorrow. With over 100,000 dedicated professionals in more than 100 countries, Sanofi is devoted to advancing healthcare around the world. Sanofi is organized into five global business units (GBUs): Primary Care, China & Emerging Markets, Sanofi Genzyme, Sanofi Pasteur and Consumer Healthcare. Sanofi had revenues of €35.1 billion in 2017 and is headquartered in Paris.
Sanofi is an equal opportunity employer that embraces diversity to foster positive, innovative thinking that will benefit people worldwide. Sanofi is also committed to employing qualified individuals with disabilities and, where warranted, will provide reasonable accommodation to applicants, as well as its employees.
Sanofi’s 2025 vision is to be a leading global, innovative, diversified and digitally-enabled healthcare company, driving growth in all its franchises. A key pillar to deliver against this vision is our ability to fully leverage deep customer insights and advanced analytics to define, design, incubate, measure and deploy more relevant and engaging digital customer experiences. This covers all audience stakeholders from physicians, patients, payers and integrated delivery networks. To ensure the success of this strategy, Sanofi created a Global Digital Customer Experience (CX) team that reports to the Chief Digital Officer.
POSITION OVERVIEW/KEY RESPONSIBILITIES*:
This newly established discipline called Digital CX will transform the way Sanofi does business by piloting & accelerating digital business models, enabling dynamic customer journeys powered by artificial intelligence/ machine learning; and driving customer-centric design principle that enriches the distinct and interconnected experiences of physicians, patients and payers.
This discipline will be led a newly-established leader called Head of Digital CX with the following core responsibilities:
Sets an inspirational vision and establish clear objectives, goals and milestones for the customer experience strategy
A core member of CDO leadership team
Accountable for developing and ensures the execution of Sanofi’s digital CX roadmap
Drives continuous improvement and champions positive change to improve service levels and increase customer satisfaction
Acts as a content expert on emerging customer experience trends and best practices
Identify and implement industry best practices, strategies, and processes to support a best-in-class customer experience across all GBUs
Works transversely to influence key cross-functional & GBU stakeholders to support and promote innovative business solutions ensuring customer priorities are considered and aligned.
Specifically, the Global Head of Digital CX functional responsibilities include, but are not limited to:
Accelerate Digital Business Models for Commercial, Medical and Access: Innovate and accelerate digital business models to transform Sanofi’s ‘go to market’ strategy and address the changing business conditions, while delivering great customer digital experiences. This involves:
Document learnings from existing market pilots and 3rd party case studies on “pure play” business models.
Create blueprint and go to market strategy to implement innovative digital business models. This includes market conditions for each business model, KPI framework and implementation plan.
Working with GBU’s, pilot markets where business conditions dictate the shift to digital ‘pure play’ and other business models that warrant amplification of digital connected experiences
Enable Dynamic Customer Journeys: Use deep ML/Data Science/Behavioral Data to predict and drive connected experiences that anticipate separate and/or interdependent needs of HCPs, patients, and payers. This involves:
Expand from existing Next Best Action work and use artificial intelligence/machine learning to translate customer feedback from Physician and Patients into opportunities using relevant, predictive clinical attributes.
Identify, define and pilot new or emerging channels such as conversational AI, voice assisted devices, virtual reality, smart cars/Ubers, drones, etc.
Create algorithms to predict next best action/ message/ channel for Payers
Expand HCP/Patient algorithm to more personal, non-clinical attributes
Establish Customer Centric Discipline in Digital Innovation and Product Design, while driving design as a core discipline throughout the organization: Build interconnected disciplines of User Research, User Experience, Visual Interface Design, Prototype and Usability Testing
Establish discipline that will focus on User Experience, Visual Interface and Prototyping in product design and customer experiences for digital therapeutics and innovation hubs
Define a Voice of the Customer strategy and for HCPs, Patients and Payers. Use the data to find deeper insights that will form the basis for deeper, more differentiated and optimized experiences in UX/UI
Build & Implement a Human-Centered Design Process within Sanofi
Explore feasibility of creating User Labs and Social Listening Service
Build Digital Customer Experience Competency across Sanofi : The Global Head will set the standard for Digital CX. The Global Head will also form a small, lean team that will work across the GBU’s, global functions and markets and focus on 3 functional areas:
Digital CX Business Model
Digital CX Intelligence
User Experience & Design/Voice of the Customer
* Key Responsibilities may differ among employees with the same job title and may change over time, in accordance with business needs
LEADERSHIP QUALIFICATIONS: N/A if this position does not have direct reports
Sanofi seeks the following capabilities in its leaders. It is particularly focused on those in bold:
Commit to customers
Act for change
Cooperate transversally (i.e., cross-functionally)
Strive for results
We are seeking an outstanding performer to fill this important role.
Advanced degree; medical or scientific background would be a significant asset
Deep experience (15+ years of experience) in digital customer experiences, machine learning/data science use in marketing, voice of the customer and user experience/user design.
Best-in-class experience in digital engagement in pharmaceutical industry or in adjacent healthcare businesses (e.g., medical education, scientific publishing). Outstanding digital consumer marketing experience in other regulated industries (e.g., financial services) also considered
Track record of operational business impact: has successfully led large scale, global transformation programs, with demonstrated return on investment
Outstanding change leader: strong team leadership skills; highly collaborative, persuasive communicator with strong executive presence; works well in highly matrixed, international environment; resilient
Practical visionary: strong network in the tech ecosystem; proven record of creating new forms of engagement/business models/data-driven decision-making; can create/envision new possibilities and translate this into a concrete operational plan
- French language skills
Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.
At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.
Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions.
With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe.
Sanofi, Empowering Life