Piramal Pharma Solutions’ HPAPI Research and Manufacturing facility, located in Riverview, Michigan (Ash Stevens, LLC, hereafter referred to as PPS-Riverview), is a Director, Customer & Patient Centricity. Responsible for supporting the business heads in achieving a patient and customer centric organization along with supervising and overseeing the strategy, planning and execution of the organization’s overall customer centricity goals. This includes liaising with the Site Leadership Teams and Functional heads to ensure all the teams contribute to providing customers a best in class experience across all touchpoints. You will play a key role in outlining and achieving how customers perceive the company while driving higher customer satisfaction, NPS, and customer retention. Additionally, the role involves driving the patient centricity agenda globally through implementation of the patient centricity strategy for PPS/PCC, capability building of our employees and building governance around functioning of the Patient Awareness Councils across our sites.

Key responsibilities.

• Develop, drive and monitor Customer Experience vision, strategy, road map and execution thereby facilitating necessary capabilities in sustaining cultural change in organization
• Lead Net Promoter Score and Benchmarking Program including end to end operations of designing and sending surveys, driving analytics on customer experience feedback to provide actionable insights to operations team
• Drive patient-centricity efforts globally across all locations. Sustain site-level engagement for patient centricity and drive governance around the functioning of the Patient Awareness Councils at each location 
• Redesign site wise experience across touchpoints based on customer journey mapping, conduct call quality reviews, measure and recommend improvement opportunities by benchmarking externally on experience, quality, speed cost and compliance
• Drive process improvement initiatives to help improve customer experience by working closely with all departments
• Conduct customer experience workshops and assist team in understanding and improving key elements of the customer journey including driving change and implementing procedures to improve the experience
• Map, manage and translate the customer journey into a logical sequence by leveraging on our program initiatives, integrated projects and site capability to measurable business value