Director - Customer Led Transformation - Pharma & Life Science

Job Description

Director - Customer Led Transformation - Pharma & Life ScienceLondonCustomer Led Transformation (CLT) Consulting Practice has ambitious growth plans. We are passionate about our purpose which is to help our Pharma & Life Sciences (PLS) clients to design and deliver impactful experiences for their patients/customers and tocreate value for society.Our Pharma and Life Sciences practice is at the heart of our Customer Led Transformation offering, sitting at the intersection of business strategy, experience design, and digital technology.We help our clients achieve sustainable growth by transforming and aligning their strategy, purpose and insight, their customer and employee experience, their operations, incentives and behaviours - all accelerated by the right technologies. We focus ontransformation across all areas of our clients businesses that interact with the customer/client including marketing, sales & distribution, service, relationship management and Digital insight.In order to meet the market opportunity in our existing client opportunities and to support growth into new clients, we are looking to expand the practice at Director level.About the roleThis is an exciting opportunity to join us as we embark on the next phase of our growth journey. We are looking for individuals with a strong consulting background who have experience of successfully transforming the customer and front office functions ofPharma and Life Sciences organisations to help us continue our strong growth trajectory.You will have a strong point of view on customer and digital trends and their impact on organisations. You will have experience of successfully shaping compelling proposals for clients, architecting and then leading delivery across the end to end projectlifecycle from strategy to execution.We would expect domain expertise in one or more of customer facing operations (e.g. Marketing, Sales, Distribution, Service, Branch, client relationship management) and experience across:

• Patient strategy and experience design
• Patient journey and service model design
• Front office operating model design and implementation
• Front office process design and implementation
• End to end digital transformation

You will be able to demonstrate how you have helped your clients to deliver tangible results.Key Responsibilities

• Support the PLSS CLT leadership team in the sale of Customer Led Transformation to our clients, with a particular focus on the pharmaceutical sub sector
• Provide leadership to the safe and commercially sound delivery of Customer Led Transformation programmes, particularly those delivering new customer facing services or propositions
• Go-to-market planning, account target plans and deal origination for priority clients and work with our marketing team to ensure there is full support for go-to-market plans
• Shaping and taking to market new propositions which reflect leading thinking in customer experience and customer led change
• Delivery oversight, including management of offshore and nearshore delivery teams including Operating model change, Customer Experience design and Technology delivery
• Senior client stakeholder management and commercial management experience in complex PLS consulting engagements
• Contribute to the overall development and growth of our practice through:

• supporting recruitment and training of the team
• managing and leading other team members
• enhancing our delivery assets and methodologies

Skills and Experience

• You have experience in delivering digitally enabled transformation programmes within B2C or B2B organisations which demonstrate tangible benefits:

• Transforming front office capabilities to improve Customer/patient & Employee Experience
• Transforming Operating models to better align to customers and improve ways of working
• Increase Customer loyalty and spend, whilst also reducing cost to serve
• Enhancing Digital capabilities by leveraging next generation technologies
• Improve the visibility and knowledge about patients through advanced analytics
• Help organisations capture and process feedback and improve end to end patient experience

• Experience working with PLS organisations in one or more of the following sectors;

• Pharmaceutical Market (including Biologics, Generics, SoD)
• Medical Device Market
• Animal Health
• Broader Health environments (for example Wholesale and Pharmacy Channel)

• A people centric mindset, with a passion for designing and delivering compelling experiences for patients/customers and employees
• An inspiring team leader, able to rapidly establish and lead high-performing, multi-disciplinary, cross geography teams.
• Strong consulting experience
• Excellent core consulting skill-set
• Evidence of delivering demonstrable benefits to clients
• Leaders who are prepared to deliver client excellence as well as shape and contribute to the growth of our practice
• Willingness to develop others both on and outside of client engagements
• You will have experience of interpreting clients strategic, operational and external drivers for change, gaining respect, building trust and inspiring clients by anticipating their needs and exceeding expectations within the PLS industry
• You will have experience of building sustainable senior client relationships and be recognised and respected by clients and colleagues as a knowledgeable, valued and trusted professional.
• You will have a track record of building and developing high performing teams. With experience of delivering across multiple workstreams (depending on grade).
• You will have a sound understanding of patient/customer and emerging technologies and their applications to improve customer and employee experiences

Package: £160,000 - £183,000 Base + Car Allowance + Performance Bonus (London)