Senior Manager, FSA Customer Experience Architect

ICON plc; Reading; On-site; GBP 60,000 - 85,000; Full time

Job summary

ICON Plc, a leading healthcare intelligence and clinical research organization, is hiring a Senior Manager, FSA Customer Experience Architect to enhance customer experiences and ensure effective project delivery. The successful candidate will play a crucial role in developing frameworks and supporting FSA initiatives, aiming for client success through expertise and innovation.

Benefits

Annual leave entitlements

Health insurance options

Retirement planning options

Global Employee Assistance Programme

Life assurance

Flexible benefits

Qualifications

• At least 6 years of experience in clinical research focusing on customer experience.
• Proven success in developing customer experience strategies.
• Knowledge of clinical trial processes and standards.

Responsibilities

• Develop and maintain an industry-leading FSA project planning framework.
• Facilitate key customer interactions to ensure a positive experience.
• Promote best practices across FSA by auditing projects.

Skills

Customer-centric mindset

Strong presentation skills

Collaboration skills

Problem-solving skills

Education

Bachelor's degree in life sciences, project management, or related field

Tools

Microsoft Office Suite

Job description

Senior Manager, FSA Customer Experience Architect

ICON plc is a world-leading healthcare intelligence and clinical research organization. We foster an inclusive environment that drives innovation and excellence, and we invite you to join us in shaping the future of clinical development.

We are seeking a Senior Manager, FSA Customer Experience Architect to join our growing team in the Feasibility, Study Start Up, and Activation (FSA) department. In this role, you will collaborate with FSA leads and customers to understand their needs, challenges, and objectives. You will facilitate the creation and delivery of customized plans and communications to support a positive FSA experience and outcomes.

What you will be doing

• Develop and maintain an industry-leading FSA project planning framework.
• Facilitate key customer interactions to ensure a positive experience.
• Promote best practices across FSA by auditing projects and identifying success/failure attributes.
• Support FSA and global PMs to ensure detailed FSA delivery plans for each project.
• Assist with RFIs and capability presentations; maintain SSU sales collateral and support SSL/SAL/FSA PMs.
• Implement FSA best practices within preferred partnerships and bespoke processes.

Your profile

• Bachelor's degree in life sciences, project management, or a related field.
• At least 6 years of experience in clinical research focusing on customer experience, feasibility, study start-up, or project management.
• Knowledge of clinical trial processes, standards, and industry best practices.
• Customer-centric mindset with a passion for client success.
• Proven success in developing and executing customer experience strategies.
• Strong presentation and training skills.
• Experience mentoring staff.
• Excellent communication, collaboration, and problem-solving skills; ability to work cross-functionally.
• Ability to work independently and in teams.
• Attention to detail and high accuracy.
• Positive attitude and proactive approach.
• Proficiency in Microsoft Office Suite.

What ICON can offer you

Our success depends on our people. We prioritize building a diverse culture that rewards high performance and nurtures talent.

Along with a competitive salary, ICON offers various benefits focused on well-being and work-life balance, including:

• Annual leave entitlements
• Health insurance options
• Retirement planning options
• Global Employee Assistance Programme (TELUS Health)
• Life assurance
• Flexible country-specific benefits such as childcare vouchers, bike schemes, gym discounts, travel passes, and health assessments

Visit our careers site to learn more about ICON's benefits.

At ICON, inclusion and belonging are core to our culture. We are committed to providing an accessible, discrimination-free workplace. If you need a reasonable accommodation during the application process or to perform your job, please let us know or submit a request here.

Interested but unsure if you meet all requirements? We encourage you to apply—your skills might be exactly what we're looking for, whether for this or other roles.

Current ICON employee? Please click here to apply.