Customer Experience Director - Remote Eligible

Customer Experience Director

Leica Biosystems' mission of "Advancing Cancer Diagnostics, Improving Lives" is at the heart of our corporate culture. We're a global leader in cancer diagnostics with the most comprehensive portfolio from biopsy to diagnosis. Our easy-to-use and consistently reliable offerings help improve workflow efficiency and diagnostic confidence. Our associates know that every moment matters when it comes to cancer diagnostics. When you come to work, you're helping develop solutions that enable accurate diagnoses to turn anxiety into answers. Join our diverse, global team of talented people, and be inspired to grow every day. Leica Biosystems is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we're working at the pace of change to improve patient lives with diagnostic tools that address the world's biggest health challenges.

The Customer Experience Director for Leica Biosystems is responsible for designing and executing a world-class customer experience that drives engagement, loyalty and growth for our customers. This is a strategic leadership position with a direct impact on our brand reputation, customer satisfaction and advocacy, and long-term success partnerships in a highly regulated and innovation driven market. This position is part of the Global Marketing team, will be fully remote and require frequent travel to our offices in Chicago and will have one direct report. At Leica Biosystems, our vision is to advance cancer diagnostics and improve lives. You will be a part of the Global Marketing Team and report to the Senior Director of Global Marketing. If you thrive in a fast pace multicultural environment, you have a customer centric mindset, are willing to drive change and want to work to build a world-class Marketing organization—read on. In this role, you will have the opportunity to:

• Lead the Customer Experience team and related VOC initiatives and strategies at Global level
• Be part of the core team that leads branding initiatives
• Drive the end to end customer journeys experience across all channels
• Support business units customer focus mindset & selling units growth initiatives to enhance revenue streams
• Plan the customer engagement long term strategy aligned with Leica strategy. Work across regions and functional teams

The essential requirements of the job include:

• At least 15 years of experience in the medical products or related industry with at least 5 years of background in customer experience management,
• Bachelor’s degree in marketing, Business administration or science degree. MBA or Master in Customer Experience, Health management or similar is a strong plus
• Solid knowledge of the medical devices sector, including customer personas and regulatory requirements
• Proven ability to build and execute omnichannel CX strategies. Familiarity with UX methodologies and tools to improve digital touchpoints and customer satisfaction. Experience with CRM platforms, customer journey mapping tools, and customer feedback systems.
• Strong command of customer analytics and KPIs, with the ability to translate insights into strategies improvements. Demonstrate success in partnering with marketing, R&D, and compliance to deliver a consistent and differentiated customer experience. Excellent written and verbal communications skills in English.
• Travel, Motor Vehicle Record & Physical/Environment Requirements; Ability to travel – 30 % travel in all geographies

It would be a plus if you also possess previous experience in:

• Experience in: SFDC, Power BI, CXM platforms (Qualtrics, Medallia)
• Artificial Intelligence Marketing tools
• Additional languages
• Located in Chicago area

At Leica Biosystems we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Leica Biosystems can provide.

Pay transparency language for locations where it may be required by law: The salary range for this role is $170,000 - $210,000. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future. This job is also eligible for bonus/incentive pay. We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.