Senior Manager Voice of Customer Business Partner Lead
Jazz Pharmaceuticals
August 20, 2026
Remote friendly (Philadelphia, PA)
United States
Marketing
If you are a current Jazz employee please apply via the Internal Career site.
Brief Description
- Lead Voice of Customer Operations within Advanced Analytics & Optimization, using cross-channel customer insights to improve customer experience and inform business decisions.
Responsibilities
- Operate enterprise Voice of Customer as structured listening, synthesis, and escalation (e.g., NPS) to identify friction points, surface urgent issues, and drive accountability.
- Establish feedback loops distinguishing immediate fixes vs. systemic improvements; ensure documented actions with clear ownership and follow-through.
- Use customer feedback trends to prioritize, manage risks, and drive measurable outcomes; standardize and scale delivery.
- Establish consistent CX operating approaches (best practices, tools, ways of working) for enterprise adoption.
- Serve as SME for Voice of Customer operations and feedback synthesis.
- Collaborate cross-functionally (Commercial, Medical Affairs, Market Access, CX, Global Capability) and communicate insights, risks, and lessons learned.
Required/Preferred Skills & Qualifications
- Strong execution: prioritization, sequencing, issue resolution.
- Familiarity with Voice of Customer/NPS platforms and feedback aggregation/reporting solutions; understanding NPS/CSAT drivers and closed-loop actions.
- Analyze/triangulate cross-source, cross-segment data.
- Proficiency in Excel (pivot tables, filtering, trend analyses).
- Bachelor’s degree (business/healthcare/technology/related).
- 7+ years in customer experience/success/Voice of Customer; 2+ years in pharmaceutical.
- Experience building Voice of Customer programs (e.g., Medalia, Qualtrics).
- Preferred: MBA/graduate degree; healthcare/pharma regulated experience; rare disease/specialty brand experience.
Working Requirements
- 20–30% travel.
Benefits (if applicable)
- Medical, dental, vision, 401k, and flexible paid vacation (details link provided in posting).
Brief Description
- Lead Voice of Customer Operations within Advanced Analytics & Optimization, using cross-channel customer insights to improve customer experience and inform business decisions.
Responsibilities
- Operate enterprise Voice of Customer as structured listening, synthesis, and escalation (e.g., NPS) to identify friction points, surface urgent issues, and drive accountability.
- Establish feedback loops distinguishing immediate fixes vs. systemic improvements; ensure documented actions with clear ownership and follow-through.
- Use customer feedback trends to prioritize, manage risks, and drive measurable outcomes; standardize and scale delivery.
- Establish consistent CX operating approaches (best practices, tools, ways of working) for enterprise adoption.
- Serve as SME for Voice of Customer operations and feedback synthesis.
- Collaborate cross-functionally (Commercial, Medical Affairs, Market Access, CX, Global Capability) and communicate insights, risks, and lessons learned.
Required/Preferred Skills & Qualifications
- Strong execution: prioritization, sequencing, issue resolution.
- Familiarity with Voice of Customer/NPS platforms and feedback aggregation/reporting solutions; understanding NPS/CSAT drivers and closed-loop actions.
- Analyze/triangulate cross-source, cross-segment data.
- Proficiency in Excel (pivot tables, filtering, trend analyses).
- Bachelor’s degree (business/healthcare/technology/related).
- 7+ years in customer experience/success/Voice of Customer; 2+ years in pharmaceutical.
- Experience building Voice of Customer programs (e.g., Medalia, Qualtrics).
- Preferred: MBA/graduate degree; healthcare/pharma regulated experience; rare disease/specialty brand experience.
Working Requirements
- 20–30% travel.
Benefits (if applicable)
- Medical, dental, vision, 401k, and flexible paid vacation (details link provided in posting).