Digital Customer Experience

ZS is a place where passion changes lives. As a management consulting and technology firm focused on improving life and how we live it, we transform ideas into impact by bringing together data, science, technology and human ingenuity to deliver better outcomes for all. Here you’ll work side-by-side with a powerful collective of thinkers and experts shaping life-changing solutions for patients, caregivers and consumers, worldwide. ZSers drive impact by bringing a client-first mentality to each and every engagement. We partner collaboratively with our clients to develop custom solutions and technology products that create value and deliver company results across critical areas of their business. Bring your curiosity for learning, bold ideas, courage and passion to drive life-changing impact to ZS. ZS’s Digital Customer Experience Practice is responsible for defining commercial excellence strategies and tactics to enable Pharma clients engage with different customer groups such as patients, HCPs and elevate the customer experience. We combine marketing and digital strategy with analytics and tech enablers to enhance customer experience and drive sales impact. Digital Customer Experience – Manager The successful candidate will work with other practice areas and capabilities with ZS to design and implement integrated customer engagement strategies to deliver a seamless experience across digital and in person channels. A key focus of this role will be helping clients reimagine their operating model, embed CX strategy in their Brand Planning, think strategically and tangibly on customer journey mapping and design, ensuring every touchpoint is aligned with customer needs and organizational objectives.What You’ll Do • Assess digital maturity of an organization through stakeholder interviews, discovery, and benchmarks.• Help formulate Digital vision and implementation roadmap of our clients• Define future state CX strategy, operating model, emerging roles, training and upskilling to make the commercial organisation future ready. • Translate journey insights into actionable strategies that drive measurable outcomes.• Develop, maintain and train teams on end-to-end customer journey maps, identifying key touchpoints, pain points and opportunities for engagement across digital and in person channels.• Design and oversee a customer centric content strategy, focusing on delivering the right message at the right time through the right channel.• Champion a customer first approach by leveraging data to create targeted, personalized engagements.• Ensure integration of digital and in-field interactions to provide a cohesive and value driven customer experience.• Should be comfortable thinking about marketing technology, content management and other analytics enablers and how it will help commercial teams deliver customer experience • Define KBQs for CX, marketing tactics, Content and other key inputs into Customer experience design and execution.• Lead a team to drive the implementation of digital capability including Digital GTM’s, CX strategy, drivers and barriers led CX design, Campaign and Content planning• Lead a cross-functional team and collaborate with offshore teams to evaluate and implement new technologies that enhance omnichannel capabilities.• Training teams on customer journey mapping tools and omnichannel best practices.• Create thought-leadership, offering collaterals, and drive Client engagement with relevant POV documents, papers etcWhat You’ll BringMBA from a top university strongly preferred, with a record of strong academic performance.Approximately 10+ years of prior management consulting experience, preferably in the healthcare/pharmaceutical industrySeveral years of relevant consulting-industry experience working in Consulting companies that specialize in Pharma consulting• 2 – 5 years of experience in collaborating with data and insights team to guide omnichannel efforts and customer journey improvements using predictive analytics and segmentation.• Minimum 5 years of experience leading delivery of one or multiple projects;• Must have experience in managing client stakeholders, including demonstrated experience in up-sell and or cross-sell • Led strategy projects from identifying opportunity to closing it and delivering it. • Familiarity with different martech, content technology and analytics ecosystem • Strong understanding of Channel and Content strategy, pharma commercial model• Strong verbal and written communication, organization, analytic, planning and leadership skills • Strategic mindset with the ability to translate customer insights into actionable strategies• Excellent project management and organizational skills, with experience in managing multiple priorities.• Strong understanding of digital tools and their role in delivering omnichannel strategies• Knowledge of compliance and regulatory requirements in pharmaceutical customer engagement• Experience in Life Sciences and Pharma is a must Perks & Benefits:ZS offers a comprehensive total rewards package including health and well-being, financial planning, annual leave, personal growth and professional development. Our robust skills development programs, multiple career progression options and internal mobility paths and collaborative culture empowers you to thrive as an individual and global team member. We are committed to giving our employees a flexible and connected way of working. A flexible and connected ZS allows us to combine work from home and on-site presence at clients/ZS offices for the majority of our week. The magic of ZS culture and innovation thrives in both planned and spontaneous face-to-face connections.Travel:Travel is a requirement at ZS for client facing ZSers; business needs of your project and client are the priority. While some projects may be local, all client-facing ZSers should be prepared to travel as needed. Travel provides opportunities to strengthen client relationships, gain diverse experiences, and enhance professional growth by working in different environments and cultures.