Associate Director, Customer Experience

Lonza; Hyderabad; Hybrid; Confidential; Full time

Benefits offered by this job

Global benefits

Hybrid work model

Inclusive culture

Meaningful work

Job summary

Lonza Hyderabad is seeking an Associate Director, Customer Experience to lead CX initiatives across the site and platform. You will map and optimize the customer journey, manage VoC programs, and drive digital transformation to improve satisfaction and loyalty.

You’ll lead a cross‑functional team, report insights to platform leadership, and collaborate with global stakeholders to deliver superior customer experiences while guiding change management and training efforts.

Qualifications

• Excellent communication, leadership, and stakeholder management skills.
• Deep understanding of B2B customer dynamics and complex service delivery models.
• Strong leadership experience across cross‑functional or cross platform projects and influencing without authority.
• Experience with CRM systems, customer feedback/analytics platforms, and data visualization tools.
• Willingness to travel internationally at least four times a year, with destinations in the US and Europe.

Responsibilities

• Map and optimize the customer journey across all platform touchpoints to reduce friction.
• Manage VoC programs including surveys and interviews and translate insights into actions.
• Lead or sponsor CX initiatives within sites and platforms and present to stakeholders.
• Drive digital transformation to simplify and digitize customer interactions across the journey.
• Track KPIs and report on customer metrics; identify trends and recommend actions.

Skills

Communication

Leadership

Stakeholder management

CRM systems

Customer feedback analytics

Data visualization

International travel

Tools

CRM software

Analytics platforms

Data visualization tools

Job description

Associate Director, Customer Experience

Location: Hyderabad, India

This is an office‑first role. Working together in person supports close, real‑time collaboration and team alignment, enabling us to deliver our best work. You will work primarily in the office, with the flexibility to work remotely for 40% of your time (two days per week).

The actual location of this job is in Hyderabad, India. Relocation assistance is available for eligible candidates and their families, if needed.

Intro Summary of the Role

The Associate Director of CxP is responsible for coordinating site CxP objectives and some platform level initiatives within a BP of the CDMO business. The role drives initiatives that enhance customer satisfaction, understands the factors that influence retention and loyalty, and turns these insights into actions in the form of site initiatives. Basic understanding of the sources of customer feedback and analytical skills to turn those insights into proposed actions.

What you will get:

• An agile career with the opportunity to drive global HR transformation and continuous improvement initiatives
• An inclusive and ethical workplace where you collaborate with senior stakeholders across a global organisation
• The chance to shape the future of HR through automation, digital solutions, and innovation
• Meaningful work that enhances employee experience, operational excellence, and delivers lasting business impact
• Access to global benefits via https://www.lonza.com/careers/benefits

What you will do:

Customer Journey Mapping & Optimization:

Analyze and refine the customer journey across all touchpoints within the platform, identifying friction points and opportunities for improvement.

Voice of Customer (VoC):

Manage VoC programs including surveys, interviews and feedback loops. Analyze insights to inform improvements, feeding into platform SPP or other strategic processes as necessary.

Customer Experience Projects:

Define and lead or sponsor initiatives within the sites and platform that enhance the customer journey. Some site and PLT communication and presentations required, interacting face to face wherever necessary.

Digital Transformation:

Comprehensive knowledge of the customer’s digital experience and of the tools currently in place either that the customer themselves interact with or that Lonza personnel use to manage the customer. Identification of opportunities to simplify and digitize customer interactions across the customer journey.

Customer Metrics & Reporting:

Track and report on KPIs such as LPS, CJM and LLPS – these acronyms may not be known outside of Lonza but describe Lonza’s 3 approaches to customer surveys; identify trends and recommend actions to a platform via the CxP or customer journey team

Change Management & Training:

Drive cultural change toward customer‑centricity through training, communication, and stakeholder engagement.

Team Leadership & Development:

Lead a cross‑functional customer experience team in alignment with platform leadership, to develop a culture of customer centricity

Executive Reporting & Influence:

Present customer experience insights and strategic recommendations to platform leadership and support enterprise initiatives.

What we are looking for:

• Excellent communication, leadership, and stakeholder management skills.
• Deep understanding of B2B customer dynamics and complex service delivery models.
• Strong leadership experience of cross‑functional or cross platform projects and of influence without authority.
• Experience with CRM systems, customer feedback/analytics platforms, and data visualization tools.
• Ability to travel internationally at least 4 times a year, destinations in the US and Europe.

About Lonza

At Lonza, our people are our greatest strength. With 30+ sites across five continents, our globally connected teams work together every day to manufacture the medicines of tomorrow. Our core values of Collaboration, Accountability, Excellence, Passion and Integrity reflect who we are and how we work together. Everyone’s ideas, big or small, have the potential to improve millions of lives, and that’s the kind of work we want you to be part of.

Innovation thrives when people from all backgrounds bring their unique perspectives to the table.

At Lonza, we value diversity and are committed to creating an inclusive environment for all employees. If you’re ready to help turn our customers’ breakthrough ideas into viable therapies, we look forward to welcoming you on board.