Specialist, Digital Customer Experience

West Pharmaceutical Services; Eschweiler; Hybrid; EUR 55,000 - 70,000; Full time

Benefits offered by this job

Global career opportunities

Inclusive & collaborative culture

Performance-based bonuses

Benefits and total rewards

Job summary

West Pharmaceutical Services, Inc. is seeking a Specialist, Digital Customer Experience to enhance the company’s digital platforms and customer engagement.

The role collaborates across Commercial, Customer Success, Technical Customer Support, Marketing, and D&T to drive adoption, optimize performance, and enable customers through self-service and knowledge resources. The position requires a 3-day onsite hybrid pattern in Eschweiler, Germany, with no relocation assistance provided.

Qualifications

• Bachelor's Degree in Marketing, Business, Communications, Analytics, Information Systems, or related field
• Minimum 3 years in digital customer engagement, customer experience, digital

Responsibilities

• Support adoption and engagement across West's digital platforms (My Account, Online Store, Knowledge Center)
• Collect and analyze customer feedback and usage analytics to identify improvements
• Collaborate with Commercial, Customer Success, Marketing, and D&T to prioritize enhancements
• Develop and deliver training materials to support digital platform adoption
• Maintain knowledge resources and optimize content accessibility
• Track KPIs and provide actionable insights to leadership
• Support webinars and customer education initiatives

Skills

Digital engagement

Analytics tools

Communication

Stakeholder management

MS Excel

Power BI

Education

Bachelor's Degree in Marketing, Business, Communications, Analytics, Information Systems, or related field

Tools

Power BI

Tableau

Google Analytics

CRM

CMS

ERP

Job description

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Title: Specialist, Digital Customer Experience

Requisition ID: 76415

Location:

Eschweiler, NW, DE

Department: Customer Service

Description:

This is a hybrid position requiring the team member to be onsite for 3 days per week.

No relocation assistance is provided for this opportunity.

Who We Are:

At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?

There’s no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families.

We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts.

Job Summary

The Specialist, Digital Customer Experience is responsible for supporting the growth, adoption, optimization, and continuous improvement of West's digital customer experience ecosystem. This role works across Commercial, Customer Success, Technical Customer Support (TCS), Marketing, and Digital & Technology (D&T) teams to enhance customer engagement through digital channels, self-service platforms, technical content, and customer enablement initiatives.
The Specialist serves as a key contributor in driving customer adoption of West's digital platforms, including My Account, the Online Store, Knowledge Center, and related customer-facing digital solutions. Through data analysis, customer insights, training, and cross-functional collaboration, this role identifies opportunities to improve customer experience, increase digital utilization, and support business growth objectives.
This position operates with a high degree of independence and is expected to provide recommendations that improve customer engagement, streamline processes, and enhance the effectiveness of digital customer interactions.

Essential Duties and Responsibilities

• Digital Customer Adoption & Engagement
  • Support initiatives that increase customer adoption and utilization of West's digital platforms, including My Account, Online Store, Knowledge Center, and future customer-facing solutions.
  • Monitor customer engagement trends and recommend improvements to increase platform utilization and customer satisfaction.
  • Partner with Commercial, Customer Success, and Marketing teams to develop awareness campaigns, training materials, and customer communications that promote digital adoption.
  • Assist in the development and execution of strategies to improve customer self-service capabilities and reduce customer effort.
• Digital Experience Optimization
  • Collect and analyze customer feedback, surveys, support tickets, and usage analytics to identify opportunities for digital experience improvements.
  • Collaborate with D&T and business stakeholders to prioritize enhancement requests, resolve customer pain points, and improve overall platform performance.
  • Support testing and validation activities for new platform features, enhancements, and releases.
  • Track and communicate recurring customer issues, identify trends, and recommend corrective actions.
• Knowledge Management & Content Enablement
• • Maintain and enhance customer-facing knowledge resources to ensure accuracy, accessibility, and usability.
  • Collaborate with subject matter experts to create, update, and organize technical and customer education content.
  • Ensure content follows established governance standards and supports customer onboarding and support processes.
  • Support search optimization and content improvement efforts to increase knowledge discoverability.
• Analytics & Reporting
  • Develop and maintain dashboards, reports, and performance metrics related to digital engagement, customer adoption, registrations, customer satisfaction, and platform utilization.
  • Provide actionable insights and recommendations based on customer behavior and operational data.
  • Track KPIs and measure the effectiveness of digital engagement initiatives.
  • Support executive reporting and presentations related to digital customer experience performance.
• Customer Enablement & Training
  • Develop and deliver customer and internal training materials to support digital platform adoption.
  • Partner with Customer Success and Technical Customer Support teams to ensure customers understand available digital tools and support resources.
  • Assist with onboarding programs that increase awareness and utilization of digital capabilities.
  • Support webinars, workshops, and customer education initiatives that promote digital engagement.
• Continuous Improvement
  • Identify opportunities to automate manual processes and improve operational efficiency.
  • Participate in cross-functional projects focused on customer experience transformation and digital innovation.
  • Support implementation of best practices for digital engagement, knowledge management, and customer communications.
  • Stay informed of industry trends, emerging technologies, and customers experience best practices.

Education

• Bachelor's Degree in Marketing, Business, Communications, Analytics, Information Systems, or related field

Work Experience

• Minimum 3 years in in digital customer engagement, customer experience, digital

Preferred Knowledge, Skills and Abilities

• Strong understanding of digital customer engagement principles and customer experience best practices.
• Experience with analytics and reporting tools such as Power BI, Tableau, Google Analytics, or similar platforms.
• Strong communication, presentation, and stakeholder management skills.
• Excellent analytical and problem-solving capabilities.
• Ability to translate customer insights into actionable recommendations.
• Experience managing digital content and knowledge repositories.
• Working knowledge of CRM, CMS, ERP, and customer experience platforms preferred.
• Strong organizational skills and ability to manage multiple priorities simultaneously.
• Proficient in Microsoft Office Suite, particularly Excel and PowerPoint.
• Ability to work independently and collaboratively within a global environment.
• Ability to comply with all company policies, procedures, and safety requirements. #LI-NJ1 #LI-Hybrid

Travel Requirements

5%: Up to 13 business days per year

Physical Requirements

Sedentary-Exerting up to 10lbs/4kgs of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

What We Offer

Global Career Opportunities: With facilities across North America, Europe, and Asia-Pacific, employees have opportunities for international exposure and cross functional collaboration. Inclusive & Collaborative Culture: A global workforce that values diversity, equity, and inclusion—where all voices are heard and respected in a supportive environment. Recognition & Rewards:Performance-based bonuses, service recognition, and employee appreciation initiatives celebrate dedication and impact.

Pay Transparency:

The annual base salary range for this position is€54,600.00 - €69,500.00. Total target compensation is determined using objective and gender-neutral criteria, including relevant experience, qualifications, skills, market benchmarks, geographic location, and the scope and responsibilities of the role.

This position may be eligible for variable compensation and other incentive programs in accordance with the terms of the applicable plans within the country of employment. In addition, team members are eligible to participate in the company’s benefits and total rewards programs applicable to their location and employment status.

West is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status. If you have a special need that requires accommodation in orderto apply to West, please send an email to [e-mail] . Where permitted by law, an offer of employment with West Pharmaceutical Services, or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of background screening.