Customer Journey Owner
- Define and align the vision of the different digital customer journeys for key users of the MED business segment
- Share and communicate that vision and give direction to the product owners of agile development teams and stakeholders (within China and global team)
- Build up and maintain an external knowledge base on key customer roles, stakeholders to be considered, personas and their respective pain points based on facts, data and studies
- Build up and maintain an internal knowledge base of how planned and existing digital solutions, personal interactions, device interfaces etc. build touchpoints for our customers
- Advise the product teams of different digital solutions in how the solutions should be positioned within the end-to-end customer journey and establish connections to related product teams
- Report to senior management major pain points, suggest new projects or activities to overcome them and estimate its business value
- Analyze and aggregate existing data and feedback and suggest and run additional external market research, customer experience surveys
- Support project teams in their customer research phase
Work with different internal and external stakeholders e.g. top management, Sales and Marketing, SSCs and external stakeholders like customers
Education / ????
- Bachelor’s or Master’s degree
Experience /??
- At least 5 years working experience in the medical device industry
- Working experience as Customer Journey Owner, Customer Success manager, product manager or similar with a strong digital component, would be a plus
Other skills /????
- Ability to work through ambiguity or uncertainty
- Competence to work across team, and liason global peers
- Being able to understand, prioritize and propose solutions for customer pain points
- Strong communication skills and assertiveness
- Process analysis skills paired with data and fact-driven approach
- Strong goal and result orientation (‘deliver-attitude’)
- Fluent in Chinese and English
À propos de l'entreprise