VP of Customer Experience

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          "text": "<p>The VP of Customer Experience in Diagnostics&#xa0;&amp;&#xa0;Genomics&#xa0;is the strategic architect of the entire&#xa0;post-sales&#xa0;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&#xa0;life sciences professionals&#xa0;experience seamless interactions—from&#xa0;initial&#xa0;instrumentation&#xa0;installation&#xa0;and validation to ongoing technical support and high-complexity billing—directly&#xa0;impacting&#xa0;customer&#xa0;outcomes and long-term business growth. &#xa0;</p><p>2. Core Responsibilities&#xa0;</p><ul><li><p>Strategic Lifecycle Coordination: Orchestrate the end-to-end journey for complex&#xa0;key account&#xa0;customers,&#xa0;including large pharma,&#xa0;agriculture&#xa0;and healthcare providers globally.&#xa0;</p></li></ul><ul><li><p>Commercial Alignment: Partner with Marketing,&#xa0;Sales&#xa0;and Product Management to ensure that the CX strategy supports&#xa0;portfolio&#xa0;objectives, successful product launches, and improved patient-care pathways.&#xa0;</p></li></ul><ul><li><p>Regulatory &amp; Compliance Stewardship: Ensure all customer touchpoints, including medical information and field-service engagements,&#xa0;comply with&#xa0;global healthcare regulations, cGMP,&#xa0;and anti-kickback laws.&#xa0;</p></li></ul><ul><li><p>Omnichannel Support Excellence: Overhaul contact center&#xa0;approach&#xa0;into strategic care-coordination hubs,&#xa0;leveraging&#xa0;AI and agentic workflows&#xa0;to provide rapid, secure, and personalized support to healthcare providers (HCPs), life sciences customers and R&amp;D professionals across all industries served.&#xa0;</p></li></ul><ul><li><p>Voice of the Scientific Customer: Capture and translate technical feedback from scientists and lab directors into product roadmaps, ensuring that&#xa0;innovation cycles&#xa0;are driven by real-world lab performance and needs. &#xa0;</p></li></ul><p>3. Key Metrics&#xa0;</p><ul><li><p>Experience &amp; Loyalty: Net Promoter Score,&#xa0;Customer Satisfaction (CSAT), and Customer Effort Score (CES) across pre-purchase, product, and post-purchase touchpoints.&#xa0;</p></li></ul><ul><li><p>Operational Quality: First Contact Resolution, and resolution time for technical/clinical inquiries, crucial for minimizing diagnostic downtime in critical care environments.&#xa0;</p></li></ul><ul><li><p>Financial Impact: Reduction in Customer Churn, growth in Customer Lifetime Value (CLV), and improved Cost Per Patient/Client metrics.&#xa0;</p></li></ul><ul><li><p>Compliance&#xa0;&amp; Quality&#xa0;Scorecards: Audit readiness and&#xa0;regulatory defensibility&#xa0;of customer-facing programs.&#xa0;</p></li></ul>",
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          "text": "<p>Qualifications &amp; Experience&#xa0;</p><ul><li><p>Domain Expertise: 15+ years of progressive experience in the Life Sciences, Biotech, or Diagnostics sectors, with at least 10 years&#xa0;in&#xa0;senior leadership overseeing commercial or service operations.&#xa0;</p></li></ul><ul><li><p>Regulatory Knowledge: Deep understanding of FDA (Oncology, Rare Disease, etc.) and global health ministry requirements for commercial-stage products.&#xa0;</p></li></ul><ul><li><p>Strategic Capability: Proven&#xa0;track record&#xa0;in&#xa0;Customer Journey Mapping specifically for healthcare providers, life sciences industry&#xa0;professionals&#xa0;and multi-stakeholder enterprise accounts.&#xa0;</p></li></ul><ul><li><p>Technical Literacy: Proficiency&#xa0;with life sciences tech stacks, including&#xa0;SFDC&#xa0;CRM, and advanced AI-driven analytics.&#xa0;</p></li></ul><ul><li><p>Academic Credentials: Bachelor's degree in a Science or Life Science field is&#xa0;required; an MBA or advanced degree (Ph.D./MS) in science or business is highly preferred.&#xa0;</p></li></ul>",
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          "text": "<p>At LGC we are passionate about delivering Science for a Safer World.</p><p>Our work enables research to move faster, diagnosis of disease to be more impactful and helps to support a growing global population. We provide our teams with an environment where they can progress their scientific knowledge and interest, cultivate their passion for scientific discoveries and develop in their role.</p>",
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          "text": "<p>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.&#xa0;</p><p>&#xa0;</p><p>&#xa0;</p>",
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