Customer Experience Program Manager — Process Excellence & Impact

Sanofi Group; Morristown (NJ); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

14 weeks parental leave

International mobility programs

Mentoring & career development

Job summary

Sanofi seeks a Customer Experience Program Manager in Morristown, NJ to enable and support partners in the NA Vaccines business, translating CX strategy into structured programs. You will lead continuous improvement initiatives, manage cross-functional coordination, and drive data-driven execution to elevate the customer journey.

You’ll work at the intersection of process excellence, stakeholder engagement, and technology, helping to reduce friction and deliver measurable CX outcomes across

Qualifications

• Bachelor’s degree required; multiple years of experience in customer experience, program management, or related roles.
• Experience leading cross-functional initiatives and coordinating with diverse stakeholders.
• Strong communication skills and ability to influence without direct authority.
• Experience with data-driven decision making and improvement methodologies.

Responsibilities

• Apply Continuous Improvement methodologies to identify and eliminate friction in the customer journey.
• Lead root cause analysis on customer pain points and design scalable process improvements.
• Execute CX initiatives aligned to the NA Vaccines CX roadmap and measure impact.
• Support CX technologies and tools such as CRM systems and analytics dashboards.
• Coordinate cross-functional meetings and ensure follow-through on actions.
• Maintain centralized knowledge management and documentation.

Skills

Customer experience

Program management

Cross-functional collaboration

Project management

Education

Bachelor’s degree

Tools

CRM platforms

Analytics dashboards

Job description

Sanofi seeks a Customer Experience Program Manager in Morristown, NJ to enable and support partners in the NA Vaccines business, translating CX strategy into structured programs. You will lead continuous improvement initiatives, manage cross-functional coordination, and drive data-driven execution to elevate the customer journey.

You’ll work at the intersection of process excellence, stakeholder engagement, and technology, helping to reduce friction and deliver measurable CX outcomes across