**Job Title:** Director, Customer Centricity- Vaccines **Location:** Morristown, NJ **About the Job** Our organization in North America is growing fast, and we're always looking for talented professionals to join our Commercial Operations team. Our Commercial Operations team aims for excellence. We offer a diverse and dynamic environment that’s growing at a pace. Over the next two years, we aim to increase our US business by $ 1 billion. The Customer Experience team at Sanofi Vaccines plays a vital role in ensuring customer satisfaction and smooth operations. The organization is committed to significantly modernizing our processes and providing seamless service to our customers. After a SAP/ERP implementation, the time is now right to improve our customer experience. The Customer Experience team’s mission is to deliver excellent support and solutions while delighting our customers. The Director, Customer Centricity, will be responsible for championing our internal customer efforts. This role will own the vision, strategy, technology, and execution for the customer experience. You’ll apply Lean and Six Sigma principles to design processes, remove friction, and drive measurable growth, all while ensuring our technology stack supports scalability and efficiency. From day one, you’ll be the leading customer advocate, identifying and improving Moments that Matter, setting up Listening Posts to gather real-time insights, and aligning the customer experience with retention, revenue growth, and long-term success. If you excel at turning ambiguity into structure — and know how to leverage technology to enhance customer outcomes — this role is ideal for you. This role will be a crucial part of a transformation and modernization journey as the business unit and company undergo significant changes. We provide opportunities for learning, growth, career advancement, and a diverse, fulfilling career in the US or worldwide. We are an innovative global healthcare company that helps the world stay ahead of infectious diseases by delivering over 500 million vaccine doses annually. Across various countries, our talented teams are exploring new technologies to protect people and foster healthy communities. We pursue the miracles of science every day, aiming to make a real impact on millions of patients worldwide **Main Responsibilities:** + Develop a customer experience roadmap tied directly to revenue, retention, and growth goals. + Implement and optimize CX technologies, including CRM, VoC platforms, analytics dashboards, and customer communication tools. + Combine customer data from various sources to get a complete picture of the customer journey. + Apply Lean and Six Sigma to design efficient, scalable processes and technology. + Identify key moments in the customer journey affecting loyalty and spending. Refine these interactions to boost business outcomes, using Lean improvements and automation where suitable. + Implement feedback channels like surveys, social listening, and communities. Use Listening Posts and technology for real-time insights. Create a “You Said, We Did” process for closure. Apply Six Sigma to identify causes and prioritize improvements. + Partner with Sales to link CX improvements to renewal, upsell, and advocacy programs. + Use analytics tools to measure and report the financial impact of CX initiatives. + Automate and improve NPS, CSAT, CES, and retention metrics to inform decision-making. + Boost customer retention and lifetime value to drive growth. + Help drive digital transformation initiatives to enhance customer interactions + Deliver measurable cost savings or revenue gains through Lean/Six Sigma and technology improvements, reduce defects and friction points in key customer moments. + Create a tech-enabled Listening Post that offers actionable, impactful insights. **About You** **Required Qualifications:** + Bachelor's degree required, degree in Business, Marketing, Analytics, Statistics, or related field preferable + 8+ years in customer experience, customer success, product management, or service leadership, with proven hands-on execution. + Experience building CX functions or programs from scratch + Six Sigma Green Belt or Black Belt certification (or equivalent experience). + Strong technology expertise — CRM systems (e.g., Salesforce, HubSpot), VoC platforms (e.g., Medallia, Qualtrics), analytics tools (e.g., Tableau, Power BI), and automation platforms. + Proven ability to integrate customer data across platforms for a single source of truth. + Deep knowledge of Lean methodologies, journey mapping, and root cause analysis. + Resourceful, self-driven, and comfortable working without a large team. + Cross-functional experience in a matrix organization. **Preferred Qualifications:** + Experience with customer experience consultancy. + Master’s degree preferred. **Language** + Excellent English written and verbal **Why Choose Us?** + Bring the miracles of science to life alongside a supportive, future-focused team. + Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally. + Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact. + Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave. Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law. \#GD-SP \#LI-SP \#LI-Onsite \#vhd **Pursue** **_progress_** **, discover** **_extraordinary_** Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people. At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity. Watch our ALL IN video (https://www.youtube.com/watch?v=SkpDBZ-CJKw&t=67s) and check out our Diversity Equity and Inclusion actions at sanofi.com (https://www.sanofi.com/en/our-responsibility/equality-and-inclusiveness) ! _US and Puerto Rico Residents Only_ Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally inclusive and diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; natural or protective hairstyles; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law. _North America Applicants Only_ The salary range for this position is: $172,500.00 - $249,166.66 All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs. Additional benefits information can be found through the LINK (https://benefits.sanofiusallwell.com/fleet/public/index/ba511bf8-5c32-4828-9861-ab985fffab90/?cid=sanofi) . Global Terms & Conditions and Data Privacy Statement (https://www.sanofi.com/en/careers/global-terms-and-conditions/) Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions. With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe. Discover more about us visiting www.sanofi.com or via our movie We are Sanofi (https://youtu.be/96EwNjb1TLo) As an organization, we change the practice of medicine; reinvent the way we work; and enable people to be their best versions in career and life. We are constantly moving and growing, making sure our people grow with us. Our working environment helps us build a dynamic and inclusive workplace operating on trust and respect and allows employees to live the life they want to live. All in for Diversity, Equity and Inclusion at Sanofi - YouTube (http://www.youtube.com/watch?v=SkpDBZ-CJKw&t=2s)