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Customer Experience (CX) Expert (f/m) 100%

The Swiss based Bachem Group is a public, innovation-driven company specializing in the development and manufacturing of pepTides and oligonucleoTides. As a full service provider Bachem offers products for clinical development and commercial applications as well as a comprehensive catalog and exclusive custom synthesis. With 50 years of experience and subsidiaries in Switzerland, the United States, the United Kingdom and Japan, Bachem is the partner of choice for the biotech and pharma industry worldwide.  
Bachem. Leading Partner in Tides 

In order to continue our organic growth, we are constantly looking for talent.

We are looking for a Customer Experience (CX) Expert who will be responsible for Customer Experience (CX) Management globally, i.e. across all Bachem sites. The main objective of this position is to ensure an optimal customer experience as well as identifying areas of improvement and leading improvement initiatives. This position reports to the Chief Marketing Officer.

 

 

Your Tasks

  • Designing and implementing a global Customer Experience Management system
  • Driving cultural change and increasing awareness for CX within Bachem
  • Implementing systematic customer feedback assessment
  • Defining, implementing and monitoring of KPIs
  • Defining and implementing internal initiatives to strengthen CX awareness within Bachem‘s culture
  • Assess CX training needs of the organization and organize/provide training
  • Defining areas of improvement with respect to CX and leading selected improvement projects
  • Close collaboration with key functions within the Corporate Executive Committee, Global Marketing, Sales, PM, and key stakeholders within Operations across different sites
  • Personally participating in selected customer meetings and trade shows

 

 

Your Profile

  • Master degree in a scientific or technology-orientated field
  • Further education/certification in the area of CX
  • At least 5 years experience in CX in B2B, ideally in a CMO/CDMO/pharmaceutical environment
  • Strong communication skills across all levels of the organization
  • Ability to understand and convincingly convey customer expectations and requirements
  • Excellent project management capabilities and structured way of working
  • Used to work in matrix organizations and to lead interdisciplinary project teams
  • Experience in rolling-out and implementing processes, systems and tools in global organizations
  • Goal-oriented way of working with skills in strategic as well as tactical/operational tasks
  • Digitally agile, well versed in digital communication channels
  • Excellent language skills in German and English. French is an additional benefit

 

 

We offer a fascinating and challenging function in a dynamic environment, which guarantees diversity and versatility. You will be part of a motivated team in an internationally renowned company.

 

Are you interested? Please send your complete application to Mrs. Iris Hreinsdottir (Senior HR Business Partner) via Recruitment-Tool.