Consumer Experience Strategy Lead

Consumer Experience Strategy Lead – Cambridge, MA

Job title: Consumer Experience Strategy Lead Location: Cambridge, MA
About the job: Sanofi is a leading pharma company under deep digital transformation in its different engagements with patients, customers, employees, and stakeholders. The Consumer Experience (CX) Strategy lead provides the end-to-end consumer experience strategy and digital solutions for Sanofi patients, customers, and staff to work seamlessly and easily across products and services within its ecosystem while aligning with the product roadmap, needs of users, market customers, and technical frameworks. You develop CX strategy to differentiate and deliver innovative digital solutions that will make health care more accessible, more integrated and more reliable for users in collaboration with cross‑functional teams and other key stakeholders. You will identify and set CX strategy, envision complex CX ecosystems, and inspire teams to push the boundaries of what’s possible. Your success will see your strategies being the lighthouse for the projects you are working on. CX works in close partnership with cross‑functional teams across Sanofi. This role requires championing best practices, contributing within agile delivery teams, and adapting quickly to evolving priorities. Our work spans strategy, project management, research, UX and visual design, and prototyping to deliver meaningful, user‑centered experiences.
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 people’s lives. Our team is guided by one purpose: we chase the miracles of science to improve people’s lives. We want to build a healthier, more resilient world, and turn the impossible into the possible by discovering, developing, and delivering medicines and vaccines for millions of people around the world.
Main Responsibilities

Deliver CX strategy across digital products and end-to-end journeys for the organization: define plans, principles, based on research and insights and measurement frameworks.
Ensure CX Strategy meets agreed upon milestones, mitigating risk and maximizing process efficiency.
Work closely with direct and indirect team members to define, document, share and maintain our overall user experience strategy, rollout, and operations for Sanofi products and digital solutions.
Reallocate resources appropriately to deliver on priorities under tight deadlines; responsible for leading a team of CX Strategy employees and contractors.
Mentor, share, and empower the team to stay informed of changes in the industry, constantly learn and grow as a CX Strategist.
Embody excellence in consumer experience at all levels and influence product and service strategy direction.
Influential leader representing CX Strategy across the business and corporate, including product and service development functions.
Integrate CX Strategy within the Consumer Experience and digital development process and be an advocate for CX within Digital, partner organizations and stakeholder groups.
Affect deep levels of change in terms of how CX functions with its peers in Global Business Units, R&D, Corporate and Engineering.
About you

Knowledge, Skills & Abilities

Strong analytical skills with ability to absorb qualitative and quantitative data in order to synthesize key challenges or learnings.
Strong communication and presentation skills to convey recommendations efficiently.
Strategic planning for CX: Recognized ability to draw plans from assessment based on product roadmap, team maturity, existing knowledge gaps, business priorities.
Strong business acumen, with ability to understand value generation and business modelling.
Digital product management skills: Deep understanding of what makes a digital product, with notions of agile, CX, in order to be best advice to Digital product owners.
CX Measurement frameworks knowledge and practice, both in qualitative and quantitative, to setup measure of efficacy.
International experience, with understanding of cultural sensitivities as the role is global.
High EQ to manage different stakeholders within the organization and understand how to bring them along.
Key Qualifications

Bachelor's degree or equivalent work experience in Design, HCI, MBA or related field.
Master’s degree in relevant field a plus.
7+ years of hands‑on CX/UX strategic roles at a large global enterprise, experience, agency, consulting or start‑up/scale‑up is a must, in the context of digital product or software design.
Solid understanding of how to create, measure and refine consumer experience strategy based on user research, human factors, customer feedback and market data.
Embody a strong and effective user’s point of view inside the organization.
Familiarity with pharma/health technology is a plus.
English communication skills on a professional level (verbal and written) for candidates out of USA.
Desired Traits

Vibrant and engaging storyteller with strong business communication and presentation abilities to all levels of the company.
Agility, Decisiveness, Resilience, Transparent Communications, and Openness with strong attention to details.
Comfortable with change and ambiguity: you are naturally confident in a shifting world.
Ability and interest to help lead cultural shifts in the organization including Digital transformation.
Intellectual curiosity that inspires others around you.
Culturally curious, willing to work in an international environment.
Benefits and Compensation

The salary range for this position is: $133,500.00 - $192,833.33. All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in company employee benefit programs. Additional benefits information can be found through the link.
Equal Opportunity & Legal Statements

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affidavit Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, colour, creed, religion, national origin, age, ancestry, nationality, marital or 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.

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