Share this Job
Apply now »

Title:  Senior Specialist, Digital Customer Experience (CX), Commercial

Requisition ID:  43074
Date:  Nov 23, 2021

Exton, Pennsylvania, US

Department:  Marketing



Working at West means having an opportunity to work by the side of our patients and customers, our global team members and the communities in which we operate – which all help contribute to a Healthier World.


At West, we are by the side of patients. The work we do impacts patients’ lives each and every day – our products are a critical part of healthcare delivery and we are proud of the role we play to improve patient health. We work by the side of our team members. We come together as one global team to deliver for our customers and help them address their challenges. We are a diverse, close-knit community of professionals, where everyone has a voice and opportunity to learn and grow through mutual trust and respect. With a 95 year plus history, we have a track record for success, which includes reported sales of $2.14B in 2020. We serve by the side of our community. Giving back is in our DNA—our team members across more than 50 sites globally are involved with hundreds of charities that have special meaning to them through our West Without Borders team member-led giving program.


Job Summary:

In this role, you will build a consistent Customer Experience (CX) throughout the Online Store, My Account, Knowledge Center, and the West Pharma website. This includes emerging digital products and services such as ecommerce global product catalog, lab services, subscription-based products, Regulatory and Quality support services accessible via My Account.


Essential Duties and Responsibilities:

  • Understand and translate Customer Experience (CX) expectations into User Stories to enable D&T Developers and Designers to build solutions to meet the Customers’ needs at every touchpoint throughout the Online Store and My Account.
  • Manage priorities related to new capability pipeline and hot fix deployments to align with the commercial strategies.
  • Work closely with subject matter experts in functions such as TCS, Comms, Prod Mgt, Sales Ops, Sci Comms, Pricing to coordinate support documents, content, images etc. and populate template used by D&T for Sitecore (CMS) publishing.
  • Driving processes to identify and correct gaps in the CX based upon direct and indirect customer feedback.
  • Proactively identify business process gaps that could have downstream negative effects to CX and collaborate with cross functional teams to solution
  • Act as the voice of the customer during internal meetings and collaborate with other teams to address customer needs to improve CX.
  • Flexibility required to participate in Teams discussions to accommodate global team’s working hours.
  • Other duties as assigned.


Basic Qualifications: 

  • Bachelor’s degree in Marketing, Communications, or related field.
  • Minimum 5-8 years of experience with 3 or more in marketing, marketing operations, sales operations, or related field in a B2B environment.
  • Responsiveness and quick decision making are essential to being successful working in an agile methodology environment.
  • Communication skills needed to translate the Customers’ needs to technical developers and designers.
  • Ability to work on many discrete yet related digital products.
  • Flexibility required to participate in Teams discussions to accommodate global team’s working hours.


Preferred Knowledge, Skills and Abilities:

  • Basic knowledge of MS Azure DevOps, Sitecore and SAP environments.
  • Knowledge of ecommerce and/or digital product fundamentals.
  • Understanding of West’s products, services, and commercial strategies.
  • Previous exposure to global order-to-cash ERP processes.
  • Excellent verbal and presentation skills.
  • Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description.
  • Support and contribute to Lean Sigma programs and activities towards delivery of the set target.
  • Able to comply with the company’s safety policy at all times.
  • Able to comply with the company’s quality policy at all times.


Travel Requirements:

  • Must be able to travel up to 5% of the time








West is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status.  If you have a special need that requires accommodation in order to apply to West, please send an email to Apply.Accommodation@westpharma.com.  Where permitted by law, an offer of employment with West Pharmaceutical Services, or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of background screening and/or a pre-employment drug screening.

Apply now »