Director, Customer Centricity- Vaccines

Role Summary

The Director, Customer Centricity – Vaccines leads the internal customer experience function, owning the vision, strategy, technology, and execution for customer experience. Applies Lean and Six Sigma to design scalable processes, improves Moments that Matter, and leverages technology to support growth, retention, and long-term success. Located in Morristown, NJ, this role drives transformation and modernization within the vaccines business unit.

Responsibilities

• Develop a customer experience roadmap tied directly to revenue, retention, and growth goals.
• Implement and optimize CX technologies, including CRM, VoC platforms, analytics dashboards, and customer communication tools.
• Combine customer data from various sources to get a complete picture of the customer journey.
• Apply Lean and Six Sigma to design efficient, scalable processes and technology.
• Identify key moments in the customer journey affecting loyalty and spending. Refine these interactions to boost business outcomes, using Lean improvements and automation where suitable.
• Implement feedback channels like surveys, social listening, and communities. Use Listening Posts and technology for real-time insights. Create a “You Said, We Did” process for closure. Apply Six Sigma to identify causes and prioritize improvements.
• Partner with Sales to link CX improvements to renewal, upsell, and advocacy programs.
• Use analytics tools to measure and report the financial impact of CX initiatives.
• Automate and improve NPS, CSAT, CES, and retention metrics to inform decision-making.
• Boost customer retention and lifetime value to drive growth.
• Help drive digital transformation initiatives to enhance customer interactions.
• Deliver measurable cost savings or revenue gains through Lean/Six Sigma and technology improvements, reduce defects and friction points in key customer moments.
• Create a tech-enabled Listening Post that offers actionable, impactful insights.

Qualifications

• Required: Bachelor's degree in Business, Marketing, Analytics, Statistics, or related field.
• Required: 8+ years in customer experience, customer success, product management, or service leadership, with proven hands-on execution.
• Required: Experience building CX functions or programs from scratch.
• Required: Six Sigma Green Belt or Black Belt certification (or equivalent experience).
• Required: Strong technology expertise — CRM systems (e.g., Salesforce, HubSpot), VoC platforms (e.g., Medallia, Qualtrics), analytics tools (e.g., Tableau, Power BI), and automation platforms.
• Required: Proven ability to integrate customer data across platforms for a single source of truth.
• Required: Deep knowledge of Lean methodologies, journey mapping, and root cause analysis.
• Required: Resourceful, self-driven, and comfortable working without a large team.
• Required: Cross-functional experience in a matrix organization.
• Preferred: Experience with customer experience consultancy.
• Preferred: Master’s degree.
• Language: Excellent English written and verbal communication.

Education

• Bachelor's degree required; degree in Business, Marketing, Analytics, Statistics, or related field preferable.
• Master’s degree preferred.