Manager Customer Experience & Customer Centricity

Piramal Pharma Limited; Hyderabad; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Piramal Pharma Limited is seeking a seasoned Customer Experience leader to drive strategy, governance, and execution across sites in India. The role focuses on embedding customer-centric practices, managing VOC programs, and enabling data-driven improvements in service delivery.

The ideal candidate brings 6–10 years of CX, program management, and cross-functional collaboration experience, with strong communication skills to brief senior leadership and influence stakeholders across functions.

Qualifications

• 6–10 years of relevant experience in CX or related service fields.
• Experience with Voice of Customer programs and customer surveys.
• Experience coordinating cross-functional improvement initiatives.
• Ability to analyze feedback data and translate into actions.
• Experience preparing executive reports and dashboards.

Responsibilities

• Support execution of CX vision, strategy, and initiatives across sites.
• Embed customer-centric practices within day-to-day operations.
• Maintain CX and CRM frameworks and governance at sites.
• Develop CX reports, dashboards, and leadership updates.
• Coordinate NPS/CSI/CES benchmarking and survey administration.
• Collaborate across Marketing, Operations, Quality, and Commercial teams.

Skills

Customer Experience

Voice of Customer

Data analysis

Stakeholder Management

Cross-functional Collaboration

Program Management

Communication & Presentation

NPS / CSI / CES

Job description

EXPERIENCE:

6–10 years of relevant experience in Customer Experience, Customer Success, Customer Centricity, Commercial Excellence, Program Management, Pharma, CDMO, healthcare, hospitality, or another service-oriented industry.

Practical experience supporting or managing Voice of Customer programs, customer satisfaction surveys, NPS, CES, CSI, customer journey mapping, or related customer experience initiatives.

Experience coordinating cross-functional improvement initiatives and working with Commercial, Operations, Program Management, Quality, Marketing, and other business functions.

Ability to analyze customer feedback and performance data, identify meaningful themes, and translate findings into practical recommendations and action plans.

Experience preparing reports, dashboards, executive presentations, customer visit materials, and leadership updates.

Strong written and verbal communication, stakeholder coordination, facilitation, and presentation skills.

Customer Experience Strategy & Governance

Support the execution of the Customer Experience vision, strategy, roadmap, and key initiatives across assigned sites, in alignment with the global customer centricity strategy.

Partner with site leadership and functional teams to embed customer‑centric practices and behaviors within day‑to‑day operations.

Support the implementation and ongoing maintenance of Customer Experience and Customer Relationship Management frameworks across the business.

Monitor customer experience performance metrics and support governance processes established by the Customer & Patient Centricity leadership team.

Track progress of customer experience initiatives and provide regular updates, insights, and recommendations to leadership.

Voice of Customer Programs

Coordinate and manage Net Promoter Score (NPS), Customer Satisfaction (CSI), Customer Effort Score (CES), and benchmarking programs for assigned sites.

Manage end‑to‑end survey administration, including survey deployment, response monitoring, reporting, and follow‑up activities.

Capture, analyze, and communicate customer feedback to relevant stakeholders to support improvement actions.

Develop regular customer experience reports, dashboards, and insights that support operational and commercial decision‑making.

Partner with cross‑functional teams to ensure timely closure of customer feedback action plans.

Customer Journey Management

Support customer journey mapping initiatives and help identify opportunities to improve customer interactions across key touchpoints.

Evaluate customer experiences across assigned sites and recommend enhancements that improve responsiveness, ease of doing business, and overall satisfaction.

Conduct customer experience assessments and external benchmarking activities to identify best practices and improvement opportunities.

Track customer journey performance metrics and support implementation of customer experience improvement initiatives.

Assist in documenting and standardizing customer experience best practices across sites.

Continuous Improvement & Transformation

Partner with business functions to identify, prioritize, and implement customer experience improvement opportunities.

Support cross‑functional projects focused on improving customer interactions, communication, service delivery, and operational effectiveness.

Assist with change management and adoption activities associated with customer‑centric programs and initiatives.

Monitor progress of improvement initiatives and measure impact through established customer experience metrics.

Share learnings and best practices across sites to drive continuous improvement.

Training & Capability Building

Develop and deliver customer centricity training programs and awareness sessions across global locations.

Facilitate workshops to strengthen customer‑focused behaviors and understanding of customer experience principles.

Support onboarding and ongoing capability‑building initiatives related to customer centricity.

Promote customer experience best practices and provide guidance to teams on service excellence standards.

Assist in the development of customer‑centric tools, resources, and communication materials.

Customer Engagement & Relationship Management

Participate in customer visits, business reviews, audits, and other engagements to gather customer feedback and insights.

Support Voice of Customer activities by documenting and communicating customer observations, concerns, and opportunities.

Prepare executive presentations, customer visit materials, site briefing documents, and customer experience reports.

Build effective relationships with internal stakeholders to support customer experience improvement efforts.

Support implementation and maintenance of customer relationship management practices and processes.

Culture & Brand Alignment

Support customer‑centric culture‑building initiatives, employee engagement programs, recognition activities, and awareness campaigns.

Collaborate with Marketing, Communications, and Branding teams to reinforce the "One Piramal" customer experience across all interactions.

Help ensure customer experience initiatives are aligned with organizational values and business objectives.

Contribute to internal communications that promote customer‑centric behaviors and success stories.

External Representation & Industry Leadership

Support participation in customer experience benchmarking studies, industry forums, conferences, and professional associations.

Stay informed of customer experience trends, industry best practices, and emerging approaches.

Share relevant external insights and recommendations with internal stakeholders.

Support customer experience thought leadership initiatives where appropriate.

Experience conducting workshops, awareness sessions, or employee training programs is preferred.

Ability to work effectively across multiple sites, functions, geographies, and levels of the organization.

Experience within a global, matrixed, or regulated business environment is preferred.

Exposure to pharmaceutical, CDMO, life sciences, healthcare, or other business‑to‑business service environments would be advantageous but is not mandatory.

• process operations, including call routing, IVR systems, and quality assurance procedures.
• Proven track record of improving customer satisfaction ratings through process improvements and training initiatives.
• Excellent communication skills with ability to lead by example.