VP Of Customer Experience

VP of Customer Experience

The VP of Customer Experience in Diagnostics & Genomics is the strategic architect of the entire post-sales customer lifecycle. The purpose of this role is to bridge the gap between high-science product delivery and superior service excellence. You will ensure that diagnostic labs, health systems, and life sciences professionals experience seamless interactions—from initial instrumentation installation and validation to ongoing technical support and high-complexity billing—directly impacting customer outcomes and long-term business growth.

Core Responsibilities

• Strategic Lifecycle Coordination: Orchestrate the end-to-end journey for complex key account customers, including large pharma, agriculture and healthcare providers globally.
• Commercial Alignment: Partner with Marketing, Sales and Product Management to ensure that the CX strategy supports portfolio objectives, successful product launches, and improved patient-care pathways.
• Regulatory & Compliance Stewardship: Ensure all customer touchpoints, including medical information and field-service engagements, comply with global healthcare regulations, cGMP, and anti-kickback laws.
• Omnichannel Support Excellence: Overhaul contact center approach into strategic care-coordination hubs, leveraging AI and agentic workflows to provide rapid, secure, and personalized support to healthcare providers (HCPs), life sciences customers and R&D professionals across all industries served.
• Voice of the Scientific Customer: Capture and translate technical feedback from scientists and lab directors into product roadmaps, ensuring that innovation cycles are driven by real-world lab performance and needs.

Key Metrics

• Experience & Loyalty: Net Promoter Score, Customer Satisfaction (CSAT), and Customer Effort Score (CES) across pre-purchase, product, and post-purchase touchpoints.
• Operational Quality: First Contact Resolution, and resolution time for technical/clinical inquiries, crucial for minimizing diagnostic downtime in critical care environments.
• Financial Impact: Reduction in Customer Churn, growth in Customer Lifetime Value (CLV), and improved Cost Per Patient/Client metrics.
• Compliance & Quality Scorecards: Audit readiness and regulatory defensibility of customer-facing programs.

Qualifications

• Domain Expertise: 15+ years of progressive experience in the Life Sciences, Biotech, or Diagnostics sectors, with at least 10 years in senior leadership overseeing commercial or service operations.
• Regulatory Knowledge: Deep understanding of FDA (Oncology, Rare Disease, etc.) and global health ministry requirements for commercial-stage products.
• Strategic Capability: Proven track record in Customer Journey Mapping specifically for healthcare providers, life sciences industry professionals and multi-stakeholder enterprise accounts.
• Technical Literacy: Proficiency with life sciences tech stacks, including SFDC CRM, and advanced AI-driven analytics.
• Academic Credentials: Bachelor's degree in a Science or Life Science field is required; an MBA or advanced degree (Ph.D./MS) in science or business is highly preferred.

Additional Information

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.