Head of Consumer Experience Strategy
Cambridge, Massachusetts, Toronto, Canada, Gentilly, France
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Health & Wellness
Comprehensive coverage including medical, dental, vision, and health and wellness programs.
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Purpose & Context
The Head of Consumer Experience (CX) Strategy, will own, lead and provide the CX Strategy and roadmap across Sanofi products and its ecosystem while ensuring the alignment with the product roadmap, market and customers’ needs, and technical frameworks are met.
You are responsible to lead and deliver the end-to-end consumer experience strategy direction, roadmap and solutions for Sanofi patients, customers and staffs to work seamlessly and easily across products and services. You collaborate effectively with a variety of business leaders, technology leaders, and other key stakeholders to develop innovative digital solutions that will make health care more accessible, more integrated and more reliable for users. You will identify and set CX strategy, envision complex UX ecosystems, and inspire teams to push the boundaries of what’s possible. You will possess a clear vision and the next generation digital health and patient experience efficaciously and pursue forward-thinking.
Global leader responsible for all CX Strategy functions, department, and locations
Influential leader representing CX Strategy across the business, including but not limited to all product and service development functions; responds to organizational changes as they occur
Build a high performing team by selecting the best talent with a range of diverse backgrounds and experiences and giving team members responsibility and accountability, stepping back and allowing them to do their work; establish and exemplify leadership norms for the entire organization
Reallocate people and resources appropriately to deliver on priorities under tight deadlines; responsible for managing a large team of CX Strategy employees and contractors
Ensure CX Strategy team meets agreed upon milestones, mitigating risk and maximizing process efficiency
Identify, mentor, and develop CX talent to empower the team to stay informed of changes in the industry, constantly learn and grow as CX Strategists
Integrate CX Strategy within the Consumer Experience and digital development process and be an advocate for CX within Digital, partner organizations and stakeholder groups
Affect deep levels of change in terms of how CX functions with its peers in Global Business Units, R&D, Corporate and Engineering
Ability to communicate effectively with a large organization, leadership team, and individuals. Can flex and adapt to audiences at all levels and across stakeholders/partners
Drive operational and execution excellence, while leading CX Strategy with human-centered and holistic thinking at scale across diverse product releases, platforms
Work closely with direct and indirect team members to define, document and maintain our overall user experience strategy, rollout, and operations for Sanofi products and digital solutions.
Possess a forward-thinking capacity and the demonstrated ability to motivate teams both inside and out the department to follow and invest in their ideas.
Set the tone and vision for behaviors that align with company values, foster collaboration, achieve results, and are inclusive.
Sets direction, shapes the organization, and manages resources (financial, people, technological, etc), in alignment with organizational vision and company priorities.
Ultimate responsibility for developing internal talent within and recruiting top talent to the Sanofi’s CX Strategy organization. This includes leading community facing aspects of the Sanofi employee experience.
Embody excellence in consumer experience at all levels. Represent the department at the highest levels within the company and influence product and service strategy direction.
Knowledge, Skills & Abilities
Bachelor's degree or equivalent work experience in Design, HCI, MBA or related field. Master’s degree in relevant field a plus
15+ years building, managing and mentoring a team of UX strategists, including senior level at large enterprise size creative/design management experience is a must
20+ years of experience in the strategic design planning and human-centered design of multi-device software/applications and platforms
Solid understanding of how to create, measure and refine consumer experience strategy based on user behaviors, customer feedback and market data.
Previous experience implementing a Human-Centered Design methodology in product development.
Strong leadership skills enabling the team's creativity and drive to continually improve their work.
Visionary with a portfolio that demonstrates the balance of business, user needs and analytics with quality execution is a must to be considered for this position
Embody a strong and effective creative point of view inside the organization.
Excellent verbal and written communication skills, especially as they relate to presenting, articulating and defending research and design decisions
Familiarity with pharma/health technology is a plus.
You are a vibrant and engaging storyteller with strong business communication and presentation abilities to all levels of the company.
Agility, Decisiveness, Resilience, Transparent communications and Openness with strong attention to details, especially in crafting the ideas, evangelizing the best practices across different functional teams and following through with successful execution.
You bring the ability and interest to help lead cultural shifts in the organization including Digital transformation.
You have an intellectual curiosity that inspires others around you.
Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.
At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.
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