Customer Experience Program Manager

: Customer Experience Program Manager

• Location: Morristown, NJ

• Apply Continuous Improvement methodologies to identify, prioritize, and eliminate friction points across the customer journey
• Lead root cause analysis on key customer pain points and design scalable, efficient process improvements
• Execute CX improvement initiatives aligned to the NA Vaccines CX roadmap, tracking progress from implementation through impact measurement
• Reduce defects and inefficiencies in Moments that Matter, leveraging automation and technology where appropriate
• Deliver measurable outcomes, such as cost savings, reduced cycle times, and improved customer effort scores, through structured improvement programs
• Support the implementation and optimization of CX technologies including CRM systems, analytics dashboards, and customer communication tools

• Act as a liaison between the Customer Experience team and other business functions to drive collaboration and remove barriers
• Build and maintain strong relationships with internal and external stakeholders
• Coordinate cross-functional meetings, workshops, and initiatives, ensuring clear communication and follow-through on action items
• Identify and resolve communication gaps or process inefficiencies across teams
• Ensure consistent messaging and alignment across all stakeholders involved in CX initiatives
• Design, implement, and maintain a centralized knowledge management system to capture and share organizational insights
• Develop and curate documentation, SOPs, best practices, and process guides
• Ensure knowledge assets are up-to-date, accessible, and aligned with organizational needs
• Promote a culture of knowledge sharing and continuous learning across teams
• Support change management efforts to drive adoption of new processes, tools, and ways of working

• Bachelor's degree
• 5 years of experience in customer experience/success, program management, project management, strategy, or continuous improvement roles
• Project and/or program management skills with the ability to manage multiple initiatives simultaneously
• Proven ability to work cross-functionally and influence without direct authority
• Excellent written and verbal communication skills
• Experienced in PowerPoint presentation decks and including presentation
• Strong organizational skills with attention to detail and ability to manage competing priorities

Preferred

• Experience with CX technologies such as CRM platforms or analytics dashboards
• Demonstrated experience applying Lean and/or Six Sigma methodologies or similar (Green Belt or higher preferred)
• Six Sigma Green or Black Belt certification
• Certification in one or more of the following:  Customer Experience Management, Net Promoter System Associate, Design Thinking, Coaching, Change Management
• Experience in the pharmaceutical, biotech, or healthcare industry
• Experience with the vaccines industry
• Familiarity with customer experience metrics and measurement frameworks
• Experience supporting digital transformation programs
• Background in change management or organizational effectiveness

• Bring the miracles of science to life alongside a supportive, future-focused team.
• Discover endless opportunities to grow your talent and drive your career, whether it's through a promotion or lateral move, at home or internationally.
• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.
• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks' gender-neutral parental leave.
• Work at the forefront of AI-driven research, smart manufacturing, and groundbreaking mRNA platforms that are redefining the future of immunology.
• Help protect half a billion people every year, contributing to one of the largest global vaccination efforts in healthcare.
• Develop your career with access to mentoring, international mobility programs, and opportunities to grow across four continents.

Sanofi US Services and its U.S. affiliates are Equal Opportunity employers committed to a culturally inclusive 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.