Position Summary

MedTech Customer & Patient Experience Sr. Manager

An evolving customer and regulatory landscape, mounting pipeline of next-gen assets and portfolio pressures, and intensifying competition are presenting new organizational and operational hurdles for Life Sciences companies. These complex market dynamics are requiring new levels of rigor and insight in business strategy development and problem-solving, both domestically and globally.

We are looking for practitioners who will work alongside Life Sciences organizations from bio-technology firms to global big pharma to medical devices, to drive business value through end-to-end delivery of solutions based on strategy development for heart of business issues. The practitioners should have relevant experience working with Commercial organizations of MedTech clients in helping them define their customer experience ambitions through data & technology. The ability to guide executives through their journeys from vision to technology enablement, collaborating across multi-disciplinary teams, and leveraging data-driven insights and analytics to drive growth, improve performance, and efficiency.

Learn more about Monitor Deloitte and our extensive expertise in Life Sciences.

Work you’ll do

Our practice is focused on helping Life Sciences organizations make strategic choices to unlock new growth, elevate the customer experience, drive innovation, and enable competitive advantage. Deloitte’s services and solutions provide actionable insights that enable our Life Sciences clients to formulate near- and long-term strategies to address their most pressing issues and provide clear path for implementation.

Types of engagements could include: building a Direct-to-Consumer / Patient Business, and Marketing & Activations Customer Strategy, Customer Success KPI Frameworks, Customer and Digital Strategy Roadmap, Customer / Employee Engagement Strategy and Playbook, Customer Insights and Research, Customer Journey Mapping, and Customer Analytics & Measurement

Typical responsibilities of a Sr. Manager could include:

• Design and establish engagement objectives and scope
• Lead team in development of quantitative and/or qualitative analysis (e.g., claims data analysis, market research data) to drive meaningful insights for our Life Sciences clients’ biggest challenges
• Develop work plans for strategic engagements, coordinate activities between work streams and identify changes in scope
• Shape the intellectual agenda of the strategic solution, including design and present deliverable content to reflect the engagement contract and client needs
• Strive to improve deliverable quality through verification and validation of results, leverage Deloitte’s broad set of advisors to refine and improve insights
• Contribute to the growth and development of junior team members through active feedback and contribution to performance assessments
• Engage and drive meaningful exchange with c-suite clients through structured working sessions and strategic meetings
• Participate in the development and presentation of proposals for business development activities with new or existing clients
• Collaborate across Deloitte businesses to bring together strategy, tech, agency
• Help shape future customer strategy offerings and points of view on Life Sciences industry

The team

Digital Customer

Digital Customer offering focuses on designing and implementing sales and service experiences, capabilities, and architectures to bring customer strategies to life. The ambition is to be the best in the world at driving customer transformation through the development of clever commercial strategies, distinctive experiences, and the application of digital technologies. We help make the “creative digital consultancy” real and in doing so, make new markets. Professionals will serve our clients through the following types of work:

• Emerging | enables different capabilities throughout Lead to Fulfillment life cycle, we are closely aligned in assisting clients in providing a high-quality customer experience and executing efficient processes.
• Sales Excellence & Service Excellence | Integrate the latest technologies with leading-edge strategies, insights, experiences, and talent to enable outstanding customer service
• Salesforce | Deloitte unleashes the powerful Salesforce platform for our clients to drive the best possible outcomes and redefine engagement. We innovate like never before by creatively using technology to help enhance digital customer and employee experiences for our clients.

Qualifications

Required:

• Bachelor’s degree from accredited university with strong undergraduate academic record
• 10+ years of professional experience, including 6+ years Life Sciences industry and/or 1-2+ years' operating as a Sr. Manager/Director in a consulting environment
• Ability to lead engagements focused on multiple workstreams to solve for large, complex client challenges
• Ability to lead small, diverse teams, including through influence across matrix
• Strong oral and written communication skills, presentation skills
• Travel up to 50% (while 50% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice)
• Limited sponsorship may be available

Preferred:

• Demonstrated interest in Life Sciences ecosystem strategic challenges, e.g. medical, pharmaceutical, health care delivery or insurance, regulatory, policy issues
• Advanced degree in business (e.g., MBA) from a top tier program
• Superior critical thinking, analytical and problem-solving skills, including quantitative, statistical or medical/pharmacy research interest
• Demonstrates consistent career progression with increasing levels of responsibility; performed above expectations in professional roles
• Exceptional interpersonal, team building and communication skills
• PowerPoint and Excel proficiency
• Ability to own deliverables
• Outstanding integrity, initiative, creativity, and passion
• Ability to work in an ambiguous environment
• Strong problem solving and troubleshooting skills with the ability to exercise mature judgment
• Live within commuting distance to one of Deloitte’s consulting offices

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Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Our people and culture

Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Deloitte will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws. See notices of various ban-the-box laws where available.

Requisition code: 42910