Voice of Customer Program Lead & CX Strategy

BioSpace; Philadelphia (Philadelphia County); On-site; USD 136,000 - 204,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k retirement plan

Paid time off

Job summary

Jazz Pharmaceuticals is seeking a leader to own Voice of Customer programs and drive enterprise-wide improvements based on cross-channel feedback and NPS/CSAT data. You will partner with commercial, medical, and CX teams to translate insights into strategic actions that enhance patient and HCP experiences.

The role emphasizes structured listening, prioritization, and measurable outcomes, with 20-30% travel and a focus on scale and standardization across the organization.

Qualifications

• Experience building and operating Voice of Customer programs with cross-channel feedback to drive actionable improvements.
• Ability to translate insights into measurable actions with clear ownership and follow-through.
• Experience partnering with Commercial, Medical Affairs, Market Access, CX, and Global Capability teams.

Responsibilities

• Operate the enterprise Voice of Customer capability as a structured listening, synthesis, and escalation function to surface issues and drive accountability.
• Establish enterprise feedback loops distinguishing urgent vs systemic improvements and translate insights into documented actions.
• Use performance insights and customer feedback trends to set priorities and drive continuous improvement.
• Lead and reinforce CX operating approaches with tools and best practices for enterprise-wide adoption.
• Collaborate with analytics teams to coordinate work and align priorities across stakeholders.

Skills

Voice of Customer

NPS/CSAT platforms

Data interpretation

Cross-functional collaboration

Excel (pivot tables)

Education

Bachelor's degree in business, healthcare, technology, or related field

Tools

Medalia

Qualtrics

Job description

Jazz Pharmaceuticals is seeking a leader to own Voice of Customer programs and drive enterprise-wide improvements based on cross-channel feedback and NPS/CSAT data. You will partner with commercial, medical, and CX teams to translate insights into strategic actions that enhance patient and HCP experiences.

The role emphasizes structured listening, prioritization, and measurable outcomes, with 20-30% travel and a focus on scale and standardization across the organization.