Customer Experience Director – HCP & Patient
Location:12 Bishop's Bridge Rd, Greater, London W2 6AA
Reports to:Digital Director
Position summary
The Customer Experience Director – HCP & Patient, is responsible for the development and implementation of customer experience strategies to help our clients to improve engagement across healthcare channels. Working downstream from brand strategists, this role focuses on the evolution of the brand strategy into a customer journey with a supporting tactical ecosystem to optimise the impact of campaigns across a variety of tactics and systems. Therefore this role involves collaboration with various departments, to enhance customer interaction across touchpoints and foster customer satisfaction. The position requires a working knowledge of digital channels, good communication skills, and a focus on productivity, along with an interest in enhancing the customer experience internally (agency and wider network) and to the client.
About DDB Remedy
We're a bunch of creative, Intelligent, friendly, Interesting, Interested, diverse and happy people (and dogs). Surprising and delighting our clients and ourselves is what gets us out of bed In the morning.
We have a simple belief — Unexpected Works. Meaning that the best idea is the one you that you could never see coming. And the only way to get there is through genuine creativity. The kind of creativity that scares and excites us at the same time because it’s so different. We even get goosebumps just thinking about it. This kind of work takes guts, luckily, we’ve got plenty of that here.
We’re one of the leading Healthcare Communications agencies and our goal is simple, to improve people’s health and wellbeing. We develop strategic solutions, create identities, produce beautiful content, and create experiences for HCPs, patients, salesforces, and consumers across multiple channels.
We’re proud of what we do, creating unexpected work that makes a difference.
Our commitment
DDB Remedy is an equal opportunity employer. We celebrate individuality and diversity and are committed to creating an inclusive environment and a sense of belonging for all employees without regard to race, age, sex, disability, neurodiversity, sexual orientation, gender identity or religion.
Everyone has the right to be themselves. That’s why we cherish 4 important ‘freedoms’, that protect our rights to be creative, to experiment, to be who we are and to feel included and safe at work. These inform our every word, every action and every result, every day. They are Freedom from fear, Freedom to fail, Freedom from Chaos and Freedom to be.
For us, inclusivity and diversity aren’t “nice-to-have” – they’re central to our business strategy. The more inclusive we are, the more people feel they can bring their whole selves to work, the better our work will be.
We are committed to providing reasonable adjustments for employees with disabilities and for candidates in our application process. If you need assistance or adjustment due to a disability, please contact us.
Key capabilities
Customer-Centric Strategy:
- Assist in developing and implementing customer experience strategies that align with our clients' goals and values
- Focus on understanding customer needs and translating them into actionable insights and engagement opportunities
Customer Journey Mapping:
- Expertise in creating and analysing customer journey maps to identify barriers to adoption and developing marketings tasks to overcome them
- Experience with user experience (UX) design principles and practices to optimize customer interactions across touchpoints
Digital Expertise:
- An eagerness to continue to develop knowledge of the wide range of capabilities in digital channels and platforms, including Veeva, social media, email and web
- Proficiency in understanding clients’ software and tools to ensure the creation of implementable ecosystems of tactics to track and enhance digital interactions
Analytical and Data-Driven Approach:
- Support in analysing customer behaviour, market trends, and competitor initiatives to adapt and improve customer experience
- An understanding of the importance of metrics to not only measure immediate interactions but also to use data analysis and reporting to improve our understanding of customers and optimise the development of future tactics
Innovative Thinking:
- Demonstrate a proactive approach to identifying new opportunities and innovative solutions to improve customer experience
- Ability to translate strategic insights into clear directions for digital and creative development
Change Management:
- Leads organisational change related to customer experience by effectively communicating the vision, goals, and benefits of customer experience initiatives
Client relationships:
- Confidently client facing with the ability to build and maintain strong relationships, clearly communicate strategies to enhance customer experience, and act as an advocate for improving customer interactions across various channels
Position Requirements
Digital Proficiency:
- Advanced knowledge of digital marketing and communication channels, including CRM systems, social media management, and email marketing
- Familiarity with platforms such as Veeva Vault and Salesforce Marketing cloud
Problem-Solving and Innovation:
- Strong problem-solving skills with the ability to identify, analyse, and address customer experience challenges
- Openness to new ideas and approaches, with a focus on driving innovation in customer experience strategies
Interpersonal and Communication Skills:
- Excellent interpersonal skills with the ability to build strong relationships with internal teams and external clients
- Strong communication skills, with the ability to present complex ideas clearly and persuasively
Customer-Centric Mindset:
- Deep empathy for customers and a passion for creating exceptional customer experiences
- Ability to advocate for the customer within the organization and drive a customer-centric culture
Team Collaboration:
- Interest in learning to lead and inspire teams, fostering a customer-centric culture
- Ability to support team goals and collaborate effectively with team members across functions
Knowledge and Skills
- Comprehensive understanding of the industry's latest trends and technologies in customer experience
- Proficiency in various customer experience platforms and tools, as well as data analytics
- Knowledge of business operations, customer service principles, and strategic planning
- Deliver an authoritative view on communications strategy, based on channel knowledge and understanding of how best to engage the consumer, and leverage creative ideas
Management and Leadership
- Ability to lead and inspire teams, fostering a culture of empowerment and customer-centricity
- Mentors/line manages teams in setting goals, and ensuring team members are equipped to meet objectives
- Ability to shape and communicate a compelling vision and strategy for customer experience, and align it with broader business objectives
- Strong decision-making skills, with the ability to make tough choices in the face of complexity and ambiguity
- Help lead relevant creative development, ensure teams are moving in the right direction and that the work is ‘on brief’
- Helps to create environments where the Four Freedoms are supported – Freedom to Fail, Freedom from Fear, Freedom from Chaos, Freedom to Be