What are the responsibilities and job description for the VP, Global Customer Experience position at Laborie?
Position Summary
The Leader, Customer Experience (CX) will lead the design and execution of an enterprise-wide customer experience strategy across Laborie, with a primary focus on mapping and optimizing the end-to-end customer journey to improve both customer satisfaction and patient outcomes.
This role will serve as a strategic integrator across Urology, Gastroenterology, and Mother & Child Health, ensuring that every customer touchpoint—from product awareness through clinical use and post-procedure support—is intentional, seamless, and aligned with Laborie’s mission to improve lives.
The leader will leverage data, insights, and cross-functional collaboration to identify pain points, reduce friction, and implement scalable solutions that enhance customer service, clinical effectiveness, and overall experience.
Key Responsibilities
Customer Journey Mapping & Optimization
Experience & Education
The Leader, Customer Experience (CX) will lead the design and execution of an enterprise-wide customer experience strategy across Laborie, with a primary focus on mapping and optimizing the end-to-end customer journey to improve both customer satisfaction and patient outcomes.
This role will serve as a strategic integrator across Urology, Gastroenterology, and Mother & Child Health, ensuring that every customer touchpoint—from product awareness through clinical use and post-procedure support—is intentional, seamless, and aligned with Laborie’s mission to improve lives.
The leader will leverage data, insights, and cross-functional collaboration to identify pain points, reduce friction, and implement scalable solutions that enhance customer service, clinical effectiveness, and overall experience.
Key Responsibilities
Customer Journey Mapping & Optimization
- Lead the development of comprehensive, end-to-end customer journey maps across all business units, including clinicians, hospital systems, and patients where applicable.
- Identify critical moments that matter across the lifecycle (e.g., onboarding, training, product use, service support, post-procedure follow-up).
- Diagnose pain points, inefficiencies, and variability in the customer experience; prioritize opportunities for improvement.
- Design and implement future-state journey frameworks that improve ease of doing business and patient outcomes.
- Establish and scale a global Voice of Customer program, incorporating feedback from clinicians, healthcare providers, and patients.
- Analyze qualitative and quantitative data (NPS, CSAT, complaints, service data, clinical feedback) to generate actionable insights.
- Translate insights into clear, prioritized recommendations for business leaders.
- Partner with Commercial, Clinical, Quality, Regulatory, and Service teams to redesign customer-facing processes.
- Drive improvements in customer service delivery, including responsiveness, issue resolution, training effectiveness, and field support.
- Embed best-in-class service standards aligned with healthcare expectations and regulatory requirements.
- Ensure customer experience strategies directly support improved patient outcomes, safety, and clinical effectiveness.
- Identify opportunities to enhance the patient journey through better clinician support, training, and product usability.
- Collaborate with R&D and Clinical teams to incorporate customer and patient insights into product development and lifecycle management.
- Act as a central connector across functions and business units to ensure alignment on CX priorities and execution.
- Influence senior leaders to adopt a customer-first mindset and embed CX into decision-making.
- Lead cross-functional initiatives to standardize and scale best practices globally.
- Define and implement a CX measurement framework, including KPIs such as NPS, CSAT, service levels, and customer effort score.
- Establish dashboards and reporting to track performance and identify trends.
- Drive a culture of continuous improvement using data-driven insights and operational rigor.
- Evaluate and implement tools to support customer journey mapping, feedback collection, and service optimization.
- Partner with IT and Digital teams to enable seamless, integrated customer experiences across platforms.
Experience & Education
- Bachelor’s degree required; advanced degree (MBA, MPH, or related field) preferred.
- 10 years of experience in customer experience, commercial excellence, or service transformation roles.
- Experience in medical device, healthcare, or other highly regulated industries strongly preferred.
- Proven experience in customer journey mapping and CX transformation at scale.
- Strong understanding of healthcare delivery environments and the interplay between clinician experience and patient outcomes.
- Experience working cross-functionally across commercial, clinical, service, and product organizations.
- Strategic thinker with the ability to translate insights into actionable business improvements.
- Strong influencing skills with executive presence; able to lead without direct authority.
- Data-driven with strong analytical and problem-solving capabilities.
- High degree of adaptability in a global, matrixed environment.
- Deep commitment to patient-centricity and service excellence.