Customer Experience Lead

Are you passionate about redefining how healthcare professionals and patients experience AstraZeneca across every touchpoint? Do you thrive at the intersection of customer insights, digital innovation, omnichannel engagement, and commercial excellence? As Customer Experience Lead, you will play a critical role in shaping and delivering AstraZeneca Egypt's customer engagement ambition. Reporting to the Commercial Operations Director, you will lead the design, execution, and optimization of seamless customer journeys that enhance engagement, strengthen partnerships, and drive business impact. Working closely with Marketing, Sales, Medical, Market Access, and Digital teams, you will transform customer insights into actionable strategies, leveraging data, technology, and omnichannel capabilities to create personalized and meaningful experiences for healthcare professionals and patients. This is an opportunity to influence how AstraZeneca engages with customers today while building the capabilities needed for tomorrow.

Accountabilities:

Customer Experience Strategy & Journey Excellence

• Lead the development and execution of customer experience strategies that support affiliate priorities and business objectives.
• Design, map, and optimize end-to-end customer journeys across key customer segments to ensure consistent, personalized, and impactful experiences.
• Translate customer insights into engagement plans that improve customer satisfaction, loyalty, and business performance.

Omnichannel Engagement Excellence

• Drive the implementation of omnichannel engagement strategies across field, digital, and hybrid channels.
• Partner with marketing and brand teams to ensure customer centric engagement plans are embedded within brand strategies.
• Optimize channel mix, content deployment, and customer interactions to maximize engagement effectiveness and customer value.

Customer Insights & Voice of Customer

• Establish structured processes to capture, analyze, and translate customer feedback into actionable recommendations.
• Partner with Commercial Excellence, Brand Teams, and external stakeholders to identify evolving customer needs and market trends.
• Ensure customer insights are consistently integrated into business planning, engagement strategies, and experience design.

Personalization & Customer Segmentation

• Lead customer segmentation and targeting approaches that enable tailored engagement strategies across customer groups.
• Use behavioral, interaction, and market data to develop personalized engagement frameworks and improve customer relevance across channels.

Digital Engagement & Innovation

• Champion digital adoption and innovative customer engagement solutions.
• Collaborate with global and regional teams to implement new capabilities, platforms, and technologies that enhance customer experiences.
• Promote test-and-learn approaches and continuous experimentation to improve engagement outcomes and accelerate organizational learning.

Performance Management & Analytics

• Establish and monitor customer experience KPIs and engagement effectiveness metrics.
• Develop dashboards and reporting frameworks that provide actionable insights to stakeholders.
• Continuously assess customer journey performance and recommend improvements to drive engagement quality, customer satisfaction, and commercial impact.

Cross-Functional Collaboration & Capability Building

• Act as a trusted partner to Marketing, Medical, Sales, Commercial Operations, and other key functions to embed customer-centric ways of working.
• Build organizational capability in customer experience principles, omnichannel excellence, and customer engagement best practices.
• Foster a culture of innovation, accountability, and continuous improvement.

Progression and Influence

• Deliver immediate improvements in customer engagement effectiveness and omnichannel execution while establishing sustainable customer experience capabilities across the affiliate.
• Influence cross-functional teams to shift from product-centric execution to customer-centric engagement, strengthening AstraZeneca's position as a trusted partner across the healthcare ecosystem.

Essential Skills/Experience:

• Advanced degree in Pharmacy, Medicine or related discipline.
• Strong marketing experience with demonstrated customer-focused mindset.
• Experience in omnichannel engagement, customer experience, brand marketing, commercial excellence, or digital strategy.
• Data-driven decision-making and performance analytics capabilities.
• Strong project management and stakeholder management skills.
• Ability to influence without authority across cross-functional teams.
• Excellent communication, presentation, and change leadership skills.
• Experience working with CRM systems, customer engagement platforms, and analytics tools.

Desirable Skills/Experience:

• People leadership experience, including managing managers.
• Knowledge of Veeva CRM, CRM analytics, digital marketing platforms, and customer engagement technologies.
• Understanding of Egypt's healthcare ecosystem and compliance requirements.
• Experience leading digital transformation or customer-centric change initiatives.
• Exposure to regional or global customer experience projects.

Why AstraZeneca:

Join a company that puts customers and patients at the heart of every decision. At AstraZeneca, you'll have the opportunity to combine the power of science, technology, data, and human insight to create meaningful experiences that improve lives. Working alongside diverse teams and visionary leaders, you'll help shape the future of customer engagement while continuously developing your own capabilities and career.

Call to Action:

Help us transform customer engagement and create experiences that make a meaningful difference for healthcare professionals and patients across Egypt. Apply today and help shape the future of customer experience at AstraZeneca.

Desired Candidate Profile

Essential Skills/Experience:

• Advanced degree in Pharmacy, Medicine or related discipline.
• Strong marketing experience with demonstrated customer-focused mindset.
• Experience in omnichannel engagement, customer experience, brand marketing, commercial excellence, or digital strategy.
• Data-driven decision-making and performance analytics capabilities.
• Strong project management and stakeholder management skills.
• Ability to influence without authority across cross-functional teams.
• Excellent communication, presentation, and change leadership skills.
• Experience working with CRM systems, customer engagement platforms, and analytics tools.

Desirable Skills/Experience:

• People leadership experience, including managing managers.
• Knowledge of Veeva CRM, CRM analytics, digital marketing platforms, and customer engagement technologies.
• Understanding of Egypt's healthcare ecosystem and compliance requirements.
• Experience leading digital transformation or customer-centric change initiatives.
• Exposure to regional or global customer experience projects.