Position Summary
The Leader, Customer Experience (CX) will lead the design and execution of an enterprise-wide customer experience strategy across Laborie, with a primary focus on mapping and optimizing the end-to-end customer journey to improve both customer satisfaction and patient outcomes.
This role will serve as a strategic integrator across Urology, Gastroenterology, and Mother & Child Health, ensuring that every customer touchpoint—from product awareness through clinical use and post-procedure support—is intentional, seamless, and aligned with Laborie’s mission to improve lives.
The leader will leverage data, insights, and cross-functional collaboration to identify pain points, reduce friction, and implement scalable solutions that enhance customer service, clinical effectiveness, and overall experience.
Key Responsibilities
Customer Journey Mapping & Optimization
- Lead the development of comprehensive, end-to-end customer journey maps across all business units, including clinicians, hospital systems, and patients where applicable.
- Identify critical moments that matter across the lifecycle (e.g., onboarding, training, product use, service support, post-procedure follow-up).
- Diagnose pain points, inefficiencies, and variability in the customer experience; prioritize opportunities for improvement.
- Design and implement future-state journey frameworks that improve ease of doing business and patient outcomes.
Customer Insights & Voice of Customer (VoC)
- Establish and scale a global Voice of Customer program, incorporating feedback from clinicians, healthcare providers, and patients.
- Analyze qualitative and quantitative data (NPS, CSAT, complaints, service data, clinical feedback) to generate actionable insights.
- Translate insights into clear, prioritized recommendations for business leaders.
Service & Experience Transformation
- Partner with Commercial, Clinical, Quality, Regulatory, and Service teams to redesign customer-facing processes.
- Drive improvements in customer service delivery, including responsiveness, issue resolution, training effectiveness, and field support.
- Embed best-in-class service standards aligned with healthcare expectations and regulatory requirements.
Patient-Centric Innovation
- Ensure customer experience strategies directly support improved patient outcomes, safety, and clinical effectiveness.
- Identify opportunities to enhance the patient journey through better clinician support, training, and product usability.
- Collaborate with R&D and Clinical teams to incorporate customer and patient insights into product development and lifecycle management.
Cross-Functional Leadership
- Act as a central connector across functions and business units to ensure alignment on CX priorities and execution.
- Influence senior leaders to adopt a customer-first mindset and embed CX into decision-making.
- Lead cross-functional initiatives to standardize and scale best practices globally.
Metrics, Analytics & Continuous Improvement
- Define and implement a CX measurement framework, including KPIs such as NPS, CSAT, service levels, and customer effort score.
- Establish dashboards and reporting to track performance and identify trends.
- Drive a culture of continuous improvement using data-driven insights and operational rigor.
Technology & Enablement
- Evaluate and implement tools to support customer journey mapping, feedback collection, and service optimization.
- Partner with IT and Digital teams to enable seamless, integrated customer experiences across platforms.
Qualifications
Experience & Education
- Bachelor’s degree required; advanced degree (MBA, MPH, or related field) preferred.
- 10+ years of experience in customer experience, commercial excellence, or service transformation roles.
- Experience in medical device, healthcare, or other highly regulated industries strongly preferred.
Functional Expertise
- Proven experience in customer journey mapping and CX transformation at scale.
- Strong understanding of healthcare delivery environments and the interplay between clinician experience and patient outcomes.
- Experience working cross-functionally across commercial, clinical, service, and product organizations.
Leadership Capabilities
- Strategic thinker with the ability to translate insights into actionable business improvements.
- Strong influencing skills with executive presence; able to lead without direct authority.
- Data-driven with strong analytical and problem-solving capabilities.
- High degree of adaptability in a global, matrixed environment.
- Deep commitment to patient-centricity and service excellence.
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