VP of Customer Experience

At LGC we are passionate about delivering Science for a Safer World. Our work enables research to move faster, diagnosis of disease to be more impactful and helps to support a growing global population. We provide our teams with an environment where they can progress their scientific knowledge and interest, cultivate their passion for scientific discoveries and develop in their role. TheVP of Customer Experiencein Diagnostics&Genomicsis the strategic architect of the entirepost-salescustomer lifecycle. The purpose of this role is to bridge the gap between high-science product delivery and superior service excellence. You will ensure that diagnostic labs, health systems, andlife sciences professionalsexperience seamless interactions—frominitialinstrumentationinstallationand validation to ongoing technical support and high-complexity billing—directlyimpactingcustomeroutcomes and long-term business growth. Core Responsibilities Strategic Lifecycle Coordination:Orchestrate the end-to-end journey for complexkey accountcustomers,including large pharma,agricultureand healthcare providers globally. Commercial Alignment:Partner with Marketing,Salesand Product Managementto ensure that the CX strategy supportsportfolioobjectives, successful product launches, and improved patient-care pathways. Regulatory & Compliance Stewardship:Ensure all customer touchpoints, including medical information and field-service engagements,comply withglobal healthcare regulations, cGMP,and anti-kickback laws. Omnichannel Support Excellence:Overhaul contact centerapproachinto strategic care-coordination hubs,leveragingAI and agentic workflowsto provide rapid, secure, and personalized support to healthcare providers (HCPs), life sciences customers and R&D professionals across all industries served. Voice of the Scientific Customer:Capture and translate technical feedback from scientists and lab directors into product roadmaps, ensuring thatinnovation cyclesare driven by real-world lab performance and needs. Key Metrics Experience & Loyalty:Net Promoter Score,Customer Satisfaction (CSAT), and Customer Effort Score (CES) across pre-purchase, product, and post-purchase touchpoints. Operational Quality:First Contact Resolution,and resolution time for technical/clinical inquiries, crucial for minimizing diagnostic downtime in critical care environments. Financial Impact:Reduction inCustomer Churn, growth inCustomer Lifetime Value (CLV), and improvedCost Per Patient/Clientmetrics. Compliance& QualityScorecards:Audit readiness andregulatory defensibilityof customer-facing programs. Qualifications & Experience Domain Expertise:15+ yearsof progressive experience in the Life Sciences, Biotech, or Diagnostics sectors, with at least 10 yearsinsenior leadership overseeing commercial or service operations. Regulatory Knowledge:Deep understanding ofFDA(Oncology, Rare Disease, etc.) and global health ministry requirements for commercial-stage products. Strategic Capability:Proventrack recordinCustomer Journey Mappingspecifically for healthcare providers, life sciences industryprofessionalsand multi-stakeholder enterprise accounts. Technical Literacy:Proficiencywith life sciences tech stacks, includingSFDCCRM, and advancedAI-driven analytics. Academic Credentials:Bachelor's degree in aScience or Life Sciencefield isrequired; an MBA or advanced degree (Ph.D./MS) in science or business is highly preferred. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. #J-18808-Ljbffr