Patient & Customer Experience Officer - Barcelona, Cataluña, Spain - Ferrer Internacional SA

    Ferrer Internacional SA
    Ferrer Internacional SA Barcelona, Cataluña, Spain

    hace 6 días

    Default job background
    Ingeniería / Arquitectura
    Descripción

    About Us

    At Ferrer, we use business as a force for social justice. We've always been a company that does things differently, prioritizing initiatives that give back to society over maximizing shareholder returns. Our purpose is to make a positive impact in society and bring about change in an unjust world.

    Founded in Barcelona in 1959, Ferrer offers transformative solutions for life-threatening diseases in over 100 countries. We have a strong focus on pulmonary vascular and interstitial lung diseases, as well as rare neurological disorders. Our team of 1,800 people is driven by a clear conviction: our business is not an end in itself, but a way to change lives.

    Our Mission

    Ferrer is seeking a dynamic and motivated individual to join our Corporate Patient Advocacy, Public Affairs and Customer Experience team as the Patient and Customer Experience Officer. This role is integral to a team dedicated to ensuring Ferrer's commitment to patient innovation and customer experience excellence, while fostering collaboration and aligning global strategies with local execution.

    Key Responsibilities

    • Lead the development and execution of the Get On Board program, ensuring its alignment with Ferrer's therapeutic solutions and multistakeholder journey.
    • Collaborate with therapeutic area teams to evolve value propositions that address the needs of patients, healthcare professionals, and other ecosystem stakeholders.
    • Ensure a holistic disease approach is incorporated into therapeutic area strategies, reflecting Ferrer's purpose and commitment to patient care.
    • Manage complex, cross-functional projects to implement innovative solutions, coordinating global and local teams.
    • Facilitate collaboration across departments, fostering an agile mindset to ensure timely and effective execution of initiatives.
    • Oversee the integration of multistakeholder perspectives into the design and delivery of Ferrer's therapeutic solutions.
    • Collaborate with data teams to integrate patient and customer insights into the innovation process.
    • Track and evaluate the impact of implemented initiatives, ensuring continuous improvement.
    • Voice of Customer (VoC) Program Management:
    • Enable Automatic Listening of the Voice Of the customer and Manage a global VoC platform, ensuring its effective operation, including survey management and program health monitoring.
    • Provide day-to-day support to local teams on VoC platform use, guiding them in survey deployment and data analysis.
    • Generate reports and insights based on VoC feedback, recommending CX improvement actions globally and tracking their implementation.
    • Assist local teams in developing insights and identifying local CX improvement opportunities.
    • Customer Journey Mapping and CX Improvement:
    • Support local teams in conducting customer journey mapping exercises to identify pain points and design improved experiences.
    • Collaborate on the design of innovative solutions to enhance customer interactions and experiences based on their needs and behaviors.
    • Ensure that plans and initiatives are customer-focused and aligned with Ferrer's global CX strategy.
    • Manage the Global Governance Model for CX initiatives, ensuring consistency and alignment across regions.
    • Monitor and support the progression of local teams through Ferrer's CX Maturity Model, identifying areas for development and providing resources for improvement.
    • Guarantee a system aligned with Ferrer's Data Model to manage patient and customer insights and Experience Data.

    Why Join Ferrer?

    • Make a positive impact in society
    • Grow in a culture of trust, responsibility, and constructive feedback
    • Enjoy a flexible working model and collaborative office experience to enable innovation and teamwork
    • Make a real difference to the team and to yourself
    • Take advantage of opportunities for development and learning
    • Discover a range of benefits to support your physical, emotional, and financial wellbeing
    • Customize your remuneration and benefits

    Requirements

    You will rock at this company if you are a person with empathy, humility, curiosity, and optimism.

    You Will Rock At This Role If You Match With:

    • Bachelor's degree in Life Sciences or a Business-related field; a specialization in customer experience or innovation management is highly valued.
    • 2 years of experience in customer experience roles and/or Health Design Thinking roles.
    • This role may require willingness to travel.

    Skills (Technical):

    • Knowledge of customer experience strategy and analytics for Customer journey mapping, VoC platforms, and Metrics.
    • CRM Expertise: Advanced knowledge of CRM platforms tailored for pharma.
    • Experience in Omnichannel Management.
    • Knowledge of Telemedicine, virtual care, and mobile health solutions.
    • Knowledge of office automation (Excel, Power Point, among others), Knowledge on CRM tools, Understanding of Emerging Technologies and Digital Ecosystem Design: Skills in creating interconnected systems that enable seamless integration across platforms.
    • Experience in Human-Centered Design and testing.
    • Great communication and team player skills: Inspiring and motivating teams across departments to embrace customer-centric initiatives.
    • Accountability and great project management skills.
    • Strong stakeholder management skills: building trust and strong relationships both internally and externally.
    • Empathy and resilience. Self and social awareness.
    • Problem solving and innovation skills: Creative Thinking, root cause analysis, and risk management.

    At Ferrer, we guarantee equal treatment and opportunities in recruitment, avoiding prejudices and stereotypes for any reason in the processes of access to the company, assessing only objective criteria such as professional and academic skills and work experience.

    Sector: Pharmaceutical and biopharmaceutical

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