CX Excellence Director

Data: 13-mag-2022

Luogo: Nationwide, IT, 00100

Società: Daiichi Sankyo Europe


Passion for Innovation. Compassion for Patients.

Daiichi Sankyo and its 16,000 employees in more than 20 countries are dedicated to the creation and supply of innovative pharmaceutical products. In Europe, we focus on two areas: In the cardiovascular space, our strong portfolio of medicines reflects our long-standing commitment and shows that we care for every heartbeat; in oncology our goal is to become a global pharma innovator until 2025 by providing novel therapies to patients across the world. Our European headquarters are in Munich, Germany, and we have affiliates in 13 European countries. For more information:


Mission: Accountable for  executing the CX evolution strategy and operating model in country by ensuring that data insights are translated into actions for commercial, medical and access, by significantly influencing development of the Affiliate’s strategy for agile integrated campaigns and by defining overseeing the development and implementation of CX learning programs


Key Deliverables


  • Provision of data-based recommendations for Commercial, Medical and Market Access

  • Tracking of customer experience KPIs and management of CX tools in accordance with European standards & guidelines

  • Development and provision of broader CX learning programs and training (including agile coaching)

  • Development of CX  evolution long-term approach for the Affiliate



  • Defines and develops the CX evolution activities regarding and the operating model in country

  • Works closely with the commercial, medical and market access organizations to define business questions and to develop answers through insights

  • Collaborates closely with CX Excellence Directors in other affiliates to share relevant use cases, training materials and learnings more generally

  • Suggests new use cases for AA efforts and enables agile campaigns by empowering scrum master

  • Manages insights CoE for the affiliate ensuring close collaboration between the Analytics Translator and the Business Insights Manager

  • Orchestrates translation of AA and other business insights into actionable initiatives for the affiliate as part of the further strategic development of the CV plan and to drive and influence the design of agile campaigns

  • Monitors CX performance, business performance and sales force effectiveness

  • Oversees the development and implementation of CX learning programs, ensuring alignment with HR

  • Leads approach to customer experience management tools (e.g. CRM) as well as management of SOP database in accordance with European standards & guidelines


Key Capabilities


Technical/ domain expertise


  • Strong track record in managing a diverse large team and ensuring close collaboration across team members

  • Extensive Experience closely collaborating with medical, commercial and market access organizations within a pharmaceutical organization

  • Extensive Experience in designing and iterating a strategy to maximize customer experience informed by data insights (incl. Advanced Analytics, market research etc.)

  • Strong track of record Experience in overseeing capability assessments and the design & implementation of learning & development programs within a pharmaceutical organization


Leadership Skills


  • Highly effective communication, networking and influencing skills

  • Ability to mediate between functions

  • Ability to help his/her team prioritize effectively

  • Deep listening skills


Mindset and Behaviors


  • Customer centric

  • Highly collaborative

  • Continuous improvement mindset

  • Encouraging agile ways of working

What we offer

Working at Daiichi Sankyo


At Daiichi Sankyo in Europe, we offer a workplace where your voice is heard. Everything we do, we do with a high level of commitment and a clear focus on patients’ needs. We know that our bold ambition to change patients’ lives for the better can only be achieved through the power of collaboration and the exploration of new approaches. Thus, we encourage our colleagues across Europe to be courageous, to bring their ideas to the table and to embrace opportunities to grow. When you join our European family, you will be a part of a dynamic company where everyone, no matter their role, rolls up their sleeves and gets things done.