Consumer Experience Strategy Lead /Associate DirectorUS / Cambridge (U.S.) / Bridgewater (U.S.)Purpose & Context
Sanofi is a leading pharma company under deep digital transformation in its different engagements with patients, customers, employees, and stakeholders.
The Consumer Experience (CX) Strategy lead provides the end-to-end consumer experience strategy and digital solutions for Sanofi patients, customers, and staffs to work seamlessly and easily across products and services within its ecosystem while aligning with the product roadmap, needs of users, market customers, and technical frameworks.
You develop CX strategy to differentiate and deliver innovative digital solutions that will make health care more accessible, more integrated and more reliable for users in collaboration with cross functional teams and other key stakeholders. You will identify and set CX strategy, envision complex CX ecosystems, and inspire teams to push the boundaries of what’s possible. Your success will see your strategies being the lighthouse for the projects you are working on.
CX is a new function within Sanofi, and the work will require evangelization, delivery, and high adaptability to change. This new team entails project management, research, design (visual and UX), prototyping and strategy.
In alignment to our digital transformation, Sanofi Digital launched major strategic initiative in 2023: Biologics x AI Moonshot (“BioAIM”), in collaboration with Large Molecule Research. This is positioned to be a unique data-driven team, with expertise in AI platforms, data engineering, ML operations, data science, computational biology, CX, strategy, and beyond. We are working as one to identify, design, and scale state-of-the-art AI capabilities targeted to truly transform how we research biologics. As a CX Strategy Lead, you will play a key hands-on role as an extension of the BioAIM team.
Responsibilities
Deliver and execute CX strategy across digital products for the organization, with a major focus on the BioAIM program as defined above: define plans, principles, based on research and insights and measurement frameworks
Ensure CX Strategy and deliverables meets agreed upon milestones, mitigating risk and maximizing process efficiency
Work closely with direct and indirect team members to define, document, share and maintain our overall user experience strategy, rollout, and operations for Sanofi products and digital solutions
Reallocate resources appropriately to deliver on priorities under tight deadlines;
Mentor, share and empower the team to stay informed of changes in the industry, constantly learn and grow as a CX Strategist
Embody excellence in consumer experience at all level and influence product and service strategy direction
Be a hands-on contributor to the BioAIM program, and accountable to key deliverables and outputs as part of the team’s front-end/CX pod
Conductrelevant UX researchthat involves a mix of discovery research to inform the CX and product strategy and concept / usability testing research to inform design development and execution
Be an influential leader representing CX Strategy across the business and corporate, including product and service development functions:
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
Knowledge, Skills & Abilities
Strong analytical skills with ability to absorb qual and quant data in order to synthesize key challenges or learnings.
Strong communication and presentation skills to convey recommendations efficiently
Strategic planning for CX:Recognized ability to draw plans from assessment based on product roadmap, team maturity, existing knowledge gaps, business priorities.
Strong business acumen, with ability to understand value generation and business modelling
Digital product management skills: Deep understanding of what makes a digital product, with notions of agile, CX, in order to be best advice to Digital product owners
CX Measurement frameworks knowledge and practice, both in qual and quant, to set up measure of efficacy.
International experience, with understanding of cultural sensitives as the role is global
High EQ to manage different stakeholders within the organization and understand how to bring them along.
Key Qualifications
Preferred qualifications include a bachelor's degree, master’s degree, or MBA in a relevant field, along with substantial work experience in Design and Human-Computer Interaction (HCI)
10 years of hands-on CX/UX strategist at a large global enterprise experience, agency, consulting or Start-up/scale-up is a must, in the context of digital product or software design.
3+ years in UX research is a must, preferably in a consulting or large corporate environment
Advanced knowledge of UX research methods (quantitative andqualitative) and the ability to guide teams to apply research findings/insights within the product development
Solid understanding of how to create, measure and refine consumer experience strategy based on user research, human factors, customer feedback and market data
Iterative design process and design sprint experience a must
Embody a strong and effective user’s point of view inside the organization.
Understanding of scientific software and research scientist as end-users
Familiarity and knowledge of biology, life sciencesand scientific terminology. Background degree in scientific discipline e.g. biology, bioinformatics, or life sciences or ability to understand basic scientific terminology related to large molecule research is preferred.
Familiarity and knowledge of AI/machine learning.
Experience working with complex platform/digital products with backend/back officesystems
English communication skills on a professional level (verbal and written) for candidates out of USA
Desired traits
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
Comfortable with change and ambiguity: you are naturally confident in a shifting world.
You bring the ability and interest to help lead cultural shifts in the organization including Digitaltransformation
You have an intellectual curiosity that inspires others around you
Culturally curious, you are willing to work in an international environment.
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.#GD-SA#LI-SAAt 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.
