Vip Customer Experience Manager Jobs (NOW HIRING)

• Design and execute customer experience strategies across Institute education programs
• Apply customer journey mapping to enhance the end-to-end Institutes experience
• Maintain communication channels with customers to understand needs, gather feedback, and align programs with business objectives
• Collaborate with commercial, marketing, training, and other cross-functional teams to translate customer needs into educational solutions
• Monitor customer experience metrics and develop basic KPIs and benchmarks
• Conduct data analysis, forecasting, and risk assessments to identify trends and improve customer retention and loyalty
• Support continuous improvement by identifying process gaps and recommending enhancements
• Escalate and resolve customer feedback, issues, and concerns in a timely manner
• Contribute to consistent, high-quality educational experiences aligned with DePuy Synthes standards
• Lead and oversee cross-functional teams supporting customer experience, conference coordination, AV and graphic design services
• Partner with facility management, security, catering, and site operations across locations
• Drive space utilization strategies, operational planning, service excellence standards, and customer satisfaction metrics
• Apply DePuy Synthes Mindset behaviors in customer and team interactions

• Bachelor’s degree required in Business Administration, Marketing, Education, Healthcare Administration, Life Sciences, Medical Education, or related field
• Minimum of 6 years of relevant professional experience, including experience in medical education, clinical training, or clinical simulation
• Strong understanding of customer experience and customer success
• Strong communication and interpersonal skills with ability to interact across teams
• Strong project and stakeholder management skills with ability to lead complex, cross-functional initiatives
• Excellent communication, presentation, facilitation, and influencing skills
• Analytical skills with ability to interpret data and identify trends
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Proficiency in Microsoft Office (Excel, PowerPoint, Word)
• Strong organizational skills with ability to manage multiple priorities and deadlines simultaneously
• Demonstrated ability to collaborate in cross-functional team environments
• English required
• Up to 10-20% domestic travel may be required
• Advanced degree (MBA or relevant Master’s) preferred
• Experience supporting orthopaedic procedural education programs preferred
• Familiarity with healthcare, medical device, or life sciences industry preferred
• Experience working with global healthcare professional education programs preferred
• Experience managing external educational partners and vendors preferred
• Experience with customer experience tools, CRM systems, or data analytics platforms preferred
• Knowledge of KPI development and performance measurement methodologies preferred
• Project management experience or certification (e.g., CMP, PMP, Lean Six Sigma) preferred
• Experience working in a matrixed organization preferred
• Prior people leadership or team development experience preferred

Demonstrates expertise in customer experience strategy development, data analysis, and project management within the healthcare and medical education sectors. Proven ability to lead cross-functional teams and enhance customer satisfaction through effective communication and stakeholder engagement.

• Customer Experience Strategy Development
• Data Analysis and Trend Identification
• Project Management and Stakeholder Management
• Cross-Functional Team Leadership
• KPI Development and Performance Measurement

• Customer Journey Mapping
• Data Analysis
• Forecasting
• KPI Development
• Project Management
• Clinical Training
• Medical Education
• Analytical Skills
• Process Improvement
• Customer Retention Strategies

• Strong Communication Skills
• Interpersonal Skills
• Organizational Skills
• Facilitation Skills
• Influencing Skills

• Project Management Certification
• Lean Six Sigma Certification

• Healthcare
• Medical Device
• Life Sciences
• Orthopaedic Education
• Clinical Simulation

• Microsoft Office
• CRM Systems
• Data Analytics Platforms
• Customer Experience Tools