Customer Experience Strategy Manager Jobs in Florida

Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions.

Location: Hybrid - Based in one of our corporate offices: Raleigh/Durham, NC (RTP) or Boca Raton, FL

Work Arrangement: This role offers a hybrid schedule, with a mix of remote work and in-office collaboration.

The Innovation Strategy Manager leads the innovation agenda that supports a futureready, efficient, and donorfocused plasma network. As the head of the Plasma Innovation Hub, this role defines strategic innovation priorities, manages highimpact projects, and drives crossfunctional experimentation that contributes to the transformation of the donor and plasma value chain. Reporting to the Head of Business Development & Plasma Affairs, the Strategy Manager oversees the Innovation vertical and collaborates closely with global stakeholders to ensure initiatives deliver measurable business value and operational improvements.

This role provides strategic insight, crossfunctional coordination, and structured governance to strengthen innovation capabilities across Plasma Procurement enhancing donor engagement, operational performance, and the adoption of new technologies.

Strategic Innovation Leadership

• Lead the Plasma Innovation Hub, defining the strategic innovation roadmap and ensuring alignment with enterprise priorities and the Business Development & Plasma Affairs transformation agenda.
• Govern the endtoend innovation portfolio, ensuring initiatives deliver measurable value, scalability, and alignment with longterm business goals.
• Identify emerging trends, technologies, and market opportunities that advance plasma procurement efficiency, donor experience, and operational excellence.
• Act as the senior thought partner on innovation strategy, experimentation models, and futurestate design.      

Innovation Project Governance & Execution

• Direct the Discover, Define, Develop, and Test phases of innovation projects with executivelevel rigor.
• Lead user research, donor insights analysis, stakeholder engagement, and market exploration to define opportunity spaces and strategic problem statements.
• Establish KPI frameworks, performance measurement systems, and governance processes that ensure transparency, quality, and business alignment.
• Translate insights into strategic recommendations and scaleup strategies for decision by the Business Development & Plasma Affairs department and leadership teams.

Hub Leadership, Team Management & Cross-functional Influence

• Lead and mentor the Innovation Manager, defining priorities, capability development, and governance discipline for the Innovation Hub.
• Build and nurture a culture of experimentation, agility, and continuous improvement within Plasma Procurement.
• Act as the senior facilitator for crossfunctional collaboration across Plasma Procurement organization and the important stakeholders.
• Represent the Innovation vertical with credibility and executive presence in internal forums, steering committees, and leadership reviews.

Donor & Market Insights

• Lead advanced market research, donor journey analysis, and competitive assessment to inform innovation and service development.
• Partner with Donor Care, Marketing, and Operations to identify needs, pain points, experience gaps, and new service offerings that strengthen donor loyalty and retention.
• Ensure donor-centric methodologies (Service Design, Design Thinking, Journey Mapping) are embedded across innovation initiatives.
• Conduct thorough market research to understand customer needs, preferences, and pain points.
• Analyze competitive landscapes and identify opportunities for differentiation.

Strategic Foresight & Enterprise Impact

• Provide foresight and strategic perspective on industry shifts, regulatory changes, and technology trends affecting the plasma landscape.
• Develop business cases, financial models, and strategic briefs to inform executive decision-making.
• Serve as a senior advisor on innovation-related governance, funding models, and organizational capability building

This job description is intended to present the general content and requirements for the performance of this job.  The description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.  Managers and supervisors may assign other duties as needed.

EDUCATION & EXPERIENCE

• Bachelor's degree in Innovation, Business, Innovation, Engineering, Life Sciences, or related field. Master's degree or MBA preferred.
• 8+ years of experience in innovation, strategy and project management roles

Depending on the area of assignment, directly related experience or a combination of directly related education and experience and/or competencies may be considered in place of the stated requirements.  Example: If a job level requires a Bachelor degree plus 4 years of experience, an equivalency could include 8 years of experience, an Associate degree with 6 years of experience, or a Master's degree with 2 years of experience.

KNOWLEDGE | SKILLS | ABILITIES

• Strategic Thinking: Ability to connect innovation to long-term business priorities
• Strong knowledge of customer-centric methodologies (Design Thinking, Service Design, Customer Journey Mapping, etc.) and innovation strategy frameworks.
• Experience in project management, including planning, execution, monitoring, and stakeholder reporting.
• Excellent facilitation, communication, and problem-solving skills.
• Comfortable navigating complexity, ambiguity, and working in cross-functional environments.
• Experience working in complex, regulated industries (e.g., pharma, healthcare, biotech) is a plus.
• Excellent problem-solving, analytical, and financial modeling skills.
• Strong leadership, stakeholder engagement, and communication skills.
• Demonstrated ability to balance creativity with execution, and strategy with operational reality
• English Proficiency: other languages (Spanish, German, etc.) are a plus.

Preferred:

• Experience in healthcare, pharmaceuticals, or life sciences.
• Familiarity with regulated environments and stakeholder alignment.

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Third Party Agency and Recruiter Notice:

Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department. Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter. All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate.

Grifols provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.  We will consider for employment all qualified applicants in a manner consistent with the requirements of all applicable laws.

Location: NORTH AMERICA : USA : FL-Boca Raton || NORTH AMERICA : USA : NC-Durham || NORTH AMERICA : USA : NC-RTP || NORTH AMERICA : USA : NC-Raleigh:USHOME - Home Address US

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