Customer Experience Program Manager

Customer Experience Program Manager

Location: Morristown, NJ

About the Job

The Customer Experience (CX) Program Manager enables and supports partners in the Sanofi NA Vaccines business to advance customer experience strategies. Reporting directly to the Director, Customer Centricity, this role serves as the operational engine behind our CX vision, translating strategy into structured programs, driving continuous improvement initiatives, and ensuring seamless cross-functional coordination across the organization.

This is an ideal role for someone who thrives at the intersection of process excellence, data-driven execution, and stakeholder engagement someone who can bring structure to ambiguity and rally diverse teams around a shared customer-first mission. Join the team protecting half a billion lives every year with next-gen science, mRNA innovation, and AI-driven breakthroughs. In Vaccines, you'll help advance prevention on a global scale - and shape the future of immunization.

About Sanofi:

We're an R&D-driven, AI-powered biopharma company committed to improving people's lives and delivering compelling growth. Our deep understanding of the immune system and innovative pipeline enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve lives.

Main Responsibilities

Continuous Improvement & Process Excellence

• Apply Continuous Improvement methodologies to identify, prioritize, and eliminate friction points across the customer journey
• Lead root cause analysis on key customer pain points and design scalable, efficient process improvements
• Execute CX improvement initiatives aligned to the NA Vaccines CX roadmap, tracking progress from implementation through impact measurement
• Reduce defects and inefficiencies in Moments that Matter, leveraging automation and technology where appropriate
• Deliver measurable outcomes, such as cost savings, reduced cycle times, and improved customer effort scores, through structured improvement programs
• Support the implementation and optimization of CX technologies including CRM systems, analytics dashboards, and customer communication tools

Cross-Functional Liaison & Knowledge Management

• Act as a liaison between the Customer Experience team and other business functions to drive collaboration and remove barriers
• Build and maintain strong relationships with internal and external stakeholders
• Coordinate cross-functional meetings, workshops, and initiatives, ensuring clear communication and follow-through on action items
• Identify and resolve communication gaps or process inefficiencies across teams
• Ensure consistent messaging and alignment across all stakeholders involved in CX initiatives
• Design, implement, and maintain a centralized knowledge management system to capture and share organizational insights
• Develop and curate documentation, SOPs, best practices, and process guides
• Ensure knowledge assets are up-to-date, accessible, and aligned with organizational needs
• Promote a culture of knowledge sharing and continuous learning across teams
• Support change management efforts to drive adoption of new processes, tools, and ways of working

About You

Basic Qualifications

• Bachelor's degree
• 5 years of experience in customer experience/success, program management, project management, strategy, or continuous improvement roles
• Project and/or program management skills with the ability to manage multiple initiatives simultaneously
• Proven ability to work cross-functionally and influence without direct authority
• Excellent written and verbal communication skills
• Experienced in PowerPoint presentation decks and including presentation
• Strong organizational skills with attention to detail and ability to manage competing priorities

Preferred

• Experience with CX technologies such as CRM platforms or analytics dashboards
• Demonstrated experience applying Lean and/or Six Sigma methodologies or similar (Green Belt or higher preferred)
• Six Sigma Green or Black Belt certification
• Certification in one or more of the following:? Customer Experience Management, Net Promoter System Associate, Design Thinking, Coaching, Change Management?
• Experience in the pharmaceutical, biotech, or healthcare industry
• Experience with the vaccines industry
• Familiarity with customer experience metrics and measurement frameworks
• Experience supporting digital transformation programs
• Background in change management or organizational effectiveness

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.
• Work at the forefront of AI-driven research, smart manufacturing, and groundbreaking mRNA platforms that are redefining the future of immunology.
• Help protect half a billion people every year, contributing to one of the largest global vaccination efforts in healthcare.
• Develop your career with access to mentoring, international mobility programs, and opportunities to grow across four continents.

Sanofi US Services and its U.S. affiliates are Equal Opportunity employers committed to a culturally inclusive 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.