Senior Manager Voice of Customer Business Partner Lead

Role: Senior Manager, Voice of Customer Operations within Jazz's Advanced Analytics & Optimization team, responsible for strategizing, coordinating, and delivering enterprise-wide customer feedback insights. Primary objectives include synthesizing cross-channel feedback (e.g., NPS) to identify systemic issues, drive accountability, and inform strategic initiatives across functions such as Market Access, patient experience, and growth. Responsibilities involve establishing feedback loops, translating insights into actionable outcomes, and embedding best practices for Customer Experience operations. Collaboration spans multiple stakeholders, including Commercial, Medical Affairs, and Global teams, with a focus on influencing decision-making without direct authority. Qualifications require a bachelor’s degree, 7+ years in customer experience or Voice of Customer roles (preferably within pharma), with hands-on experience in feedback management platforms (e.g., Medalia, Qualtrics). Experience in healthcare or regulated environments, especially in rare or specialty diseases, is preferred. The role entails 20-30% travel and demands strong analytical, systems thinking, and communication skills to translate customer insights into strategic actions. High-value biopharma specifics include focus on patient and HCP insights, in regulated and complex healthcare settings, supporting enterprise-level customer experience improvements.