Associate Director, Customer Experience

Lonza Group Ltd.; Hyderabad; Hybrid; INR 4,500,000 - 7,500,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work arrangement (40% remote)

Job summary

Lonza Group Ltd. in Hyderabad, India, is seeking an Associate Director of Customer Experience to drive site CX objectives and platform initiatives. The role combines hands-on leadership with strategic oversight to enhance customer satisfaction and loyalty across the Lonza platform.

You will map the customer journey, manage VoC programs, and lead cross-functional CX projects. This office-first role supports in-person collaboration, with up to 40% remote work and relocation support if needed.

Qualifications

• Excellent communication, leadership, and stakeholder management skills.
• Deep understanding of B2B customer dynamics and complex service delivery.
• Strong leadership experience on cross-functional projects and 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.

Responsibilities

• Map and optimize the customer journey across the platform to remove friction.
• Manage VoC programs through surveys, interviews, and feedback loops.
• Analyze insights to inform improvements for the platform and processes.
• Lead or sponsor customer experience projects at sites and platforms.
• Prepare site communications and presentations with stakeholders in person.
• Drive digital transformation by integrating customer-facing tools.
• Identify opportunities to digitize customer interactions.
• Track KPIs like LPS, CJM, LLPS and report trends to leadership.
• Lead change management and train teams toward customer-centricity.
• Develop a high-performing cross-functional CX team.

Skills

Leadership

Communication

Stakeholder management

CRM systems

Data visualization

VoC programs

Tools

CRM systems

Data visualization tools

VoC platforms

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). 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 organization.
• 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 customers digital experience and of the tools currently in place either that the customers 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.

Ready to shape the future of life sciences?

Every day, our teams across the world work together to turn scientific breakthroughs into life-changing medicines that reach up to 100 million patients a year.

Lonza is a place where people can make a unique impact, grow their careers and belong.

You will feel at home at Lonza if you

• Take ownership, step forward, and enjoy meaningful responsibility
• Love solving problems and thrive in a complex, fast-moving environment
• Are curious, always looking to learn and improve
• Work collaboratively, contributing to something bigger than yourself
• Are motivated to make a difference through work that impacts customers and their patients

Why Lonza

We are a place of unique opportunity, where your ideas, expertise and ambition can make a real difference. Here, you will have the freedom to grow, the support to succeed and the chance to contribute to work that matters. We are the makers of the medicines of tomorrow. Join us. Be you.