Digital Customer Experience - Manager

ZS is a place where passion changes lives. As a management consulting and technology firm focused on improving life and how we live it, we transform ideas into impact by bringing together data, science, technology and human ingenuity to deliver better outcomes for all. Here you'll work side-by-side with a powerful collective of thinkers and experts shaping life‑changing solutions for patients, caregivers and consumers, worldwide.

ZSers drive impact by bringing a client‑first mentality to each and every engagement. We partner collaboratively with our clients to develop custom solutions and technology products that create value and deliver company results across critical areas of their business. Bring your curiosity for learning, bold ideas, courage and passion to drive life‑changing impact to ZS.
ZS's Digital Customer Experience Practice is responsible for defining commercial excellence strategies and tactics to enable Pharma clients engage with different customer groups such as patients, HCPs and elevate the customer experience. We combine marketing and digital strategy with analytics and tech enablers to enhance customer experience and drive sales impact.

The successful candidate will work with other practice areas and capabilities with ZS to design and implement integrated customer engagement strategies to deliver a seamless experience across digital and in person channels. A key focus of this role will be helping clients reimagine their operating model, embed CX strategy in their Brand Planning, think strategically and tangibly on customer journey mapping and design, ensuring every touchpoint is aligned with customer needs and organizational objectives.

• Assess digital maturity of an organization through stakeholder interviews, discovery, and benchmarks.
• Help formulate Digital vision and implementation roadmap of our clients.
• Define future state CX strategy, operating model, emerging roles, training and upskilling to make the commercial organization future ready.
• Translate journey insights into actionable strategies that drive measurable outcomes.
• Develop, maintain and train teams on end‑to‑end customer journey maps, identifying key touchpoints, pain points and opportunities for engagement across digital and in person channels.
• Design and oversee a customer‑centric content strategy, focusing on delivering the right message at the right time through the right channel.
• Champion a customer‑first approach by leveraging data to create targeted, personalized engagements.
• Ensure integration of digital and in‑field interactions to provide a cohesive and value‑driven customer experience.
• Be comfortable thinking about marketing technology, content management and other analytics enablers and how it will help commercial teams deliver customer experience.
• Define KBQs for CX, marketing tactics, content and other key inputs into Customer experience design and execution.
• Lead a team to drive the implementation of digital capability including Digital GTM's, CX strategy, drivers and barriers‑led CX design, campaign and content planning.
• Lead a cross‑functional team and collaborate with offshore teams to evaluate and implement new technologies that enhance omnichannel capabilities.
• Train teams on customer journey mapping tools and omnichannel best practices.
• Create thought‑leadership, offering collaterals, and drive client engagement with relevant POV documents, papers, etc.

• MBA from a top university strongly preferred, with a record of strong academic performance.
• Approximately 10+ years of prior management consulting experience, preferably in the healthcare/pharmaceutical industry.
• Several years of relevant consulting‑industry experience working in consulting companies that specialize in pharma consulting.
• 2‑5 years of experience in collaborating with data and insights teams to guide omnichannel efforts and customer journey improvements using predictive analytics and segmentation.
• Minimum 5 years of experience leading delivery of one or multiple projects.
• Experience in managing client stakeholders, including demonstrated experience in up‑sell and/or…