Head of Customer Experience & Strategy

CSL; Summit (NJ); On-site; USD 245,000 - 300,000; Full time

Job summary

CSL Seqirus is seeking a Director of Customer Engagement to own the customer support strategy and operating model within a highly regulated healthcare environment. You will lead cross-functional initiatives spanning Commercial Operations to deliver service excellence, operational efficiency, and revenue growth for a vaccines-focused organization.

The role emphasizes leadership, cost discipline, and executive-level communication, translating complex service data into actionable business insights

Qualifications

• Bachelor's degree in Business Administration or related field.
• MBA or advanced degree preferred.
• Minimum 10 years of progressive experience in customer experience, customer support, or commercial operations within the pharmaceutical or regulated healthcare industry.
• Minimum 10 years of people leadership experience demonstrating leadership and team-building skills.

Responsibilities

• Own end-to-end customer experience strategy and operating model.
• Lead budget planning, cost modeling, and finance partnership.
• Develop leadership teams and succession pipelines for critical roles.
• Drive digital enablement and automation in customer interactions.
• Ensure compliance with healthcare regulations and auditability.

Skills

Executive leadership

Cross-functional leadership

Data-driven decisions

Project management

Effective communication

Education

Bachelor's degree in Business Administration or related field

MBA or advanced degree preferred

Job description

CSL Seqirus is seeking a Director of Customer Engagement to own the customer support strategy and operating model within a highly regulated healthcare environment. You will lead cross-functional initiatives spanning Commercial Operations to deliver service excellence, operational efficiency, and revenue growth for a vaccines-focused organization.

The role emphasizes leadership, cost discipline, and executive-level communication, translating complex service data into actionable business insights