173 days ago on careers.amgen.com

Business Analysis and Information Senior Manager - Customer Experience (CX)

AMGEN Switzerland AG

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Business Analysis and Information Senior Manager - Customer Experience (CX)

This Business Analysis & Insights (BAI) team member is assigned to support and partner with the Customer Experience (CX) team in Amgen’s Global Marketing department for pipeline and lifecycle management products.
– Create productive relationships with the Global Marketing Customer Experience and European marketing teams to define business priorities and orchestrate the collection, analysis, and communication of market research findings and strategic insights
– Plan, design, and conduct multiple simultaneous projects in support of the global strategic plans relating to service/industrial design and product innovation across Amgen’s product portfolio
– Provide options for research approach to review with CX and get agreement on objectives, hypotheses, approach, stimuli, and output
– Utilize knowledge of design and design research methods to guide analysis, insight generation, and prototype development
– Create an executive summary that goes beyond the vendor’s summary and recommendations, for example a meta report may include the syntheses of pre-existing research and business strategy as well as CX recommendations.
– Provide patient-centered design insights and communicate patient empathy and life aspirations in ways that inform product and service development across various media
– Manage external vendors (design, market researchers) and consultants to enable effective project execution
– Ensure that both routine and ad-hoc projects meet service-level expectations for quality, timeliness, and budget

Some travel (~25%) required to supervise market research and attend key meetings, etc.

– Doctorate degree & 2 years of market research experience OR
– Master’s degree & 4 years of market research experience OR
– Bachelor’s degree & 6 years of market research experience OR
– Associate’s degree & 10 years of market research experience OR
– High school diploma / GED & 12 years of market research experience

– Master’s degree in design or related field
– Experience in design research
– Experience in human-centered research in the pharmaceutical industry
– Excellent visual, oral, and written communication skills
– Ability to actively participate in generating deep customer insights and translating insights into design concepts to improve the total customer experience
– Ability to lead cross-functional, insight workshops that generate deep customer insights related behaviors.
– Experience with projective techniques and cultural probes (including 1 on 1 interviews, participatory design, co-creation, and prototyping as a means of discovery)
– Strong project management skills and a consultative, client service orientation
– Ability to passionately advocate for the end user and influence design decisions so that they are aligned with user needs
– Demonstrated analytical skills
– Ability to work collaboratively in a team environment and contribute to building a team culture