Patient & Customer Experience Officer

Who we are

At Ferrer we are a group of people who believe in the power of purpose. And our purpose is to make a positive impact in society and bring about change in an unjust world. We are the 24/7 activists fighting for a sustainable planet, equal opportunities for all and a healthy workplace. We reject greenwashing and empty promises - we are about action. That is why in 2022 we became a B Corp company.

Founded in Barcelona in 1959, our products are present in more than a hundred countries, and we have a team of over 1,800 people. Professionals that we empower to became leaders of change and to build meaningful careers.

Your mission 

Ferrer is seeking a dynamic and motivated individual to join our Corporate Patient Advocacy, Public Affairs and Customer Experience team as the Patient and Customer Experience Officer. This role is integral to a team dedicated to ensuring Ferrer’s commitment to patient innovation and customer experience excellence, while fostering collaboration and aligning global strategies with local execution.

This role will involve overseeing several aspects of the co-creation and implementation of patient- and customer-centric innovations that enhance Ferrer’s value propositions within core therapeutic areas (TAs).

Driving cross-functional collaboration to design and execute initiatives such as the Get On Board program and ensuring the seamless integration of these innovations into Ferrer’s business strategy.

As well as supporting the evolution of Ferrer’s global Customer Experience (CX) initiatives by managing the global Voice of Customer (VoC), driving actionable insights, and identifying improvement opportunities across markets.

You will need to partner with local teams to enhance their CX capabilities and ensure alignment with global strategies to deliver superior patient and customer experiences

Responsibilities

• Lead the development and execution of the Get On Board program, in all its development phases, ensuring its alignment with Ferrer’s therapeutic solutions and multistakeholder journey.
• Collaborate with therapeutic area teams to evolve value propositions that address the needs of patients, healthcare professionals, and other ecosystem stakeholders.
• Ensure a holistic disease approach is incorporated into therapeutic area strategies, reflecting Ferrer’s purpose and commitment to patient care.
• Manage complex, cross-functional projects to implement innovative solutions, coordinating global and local teams.
• Facilitate collaboration across departments, fostering an agile mindset to ensure timely and effective execution of initiatives.
• Oversee the integration of multistakeholder perspectives into the design and delivery of Ferrer’s therapeutic solutions.
• Collaborate with data teams to integrate patient and customer insights into the innovation process.
• Track and evaluate the impact of implemented initiatives, ensuring continuous improvement.
• Voice of Customer (VoC) Program Management:
• Enable Automatic Listening of the Voice Of the customer and Manage a global VoC platform (any in place), ensuring its effective operation, including survey management and program health monitoring (e.g., response rates, stakeholder engagement).
• Provide day-to-day support to local teams on VoC platform use, guiding them in survey deployment and data analysis.
• Generate reports and insights based on VoC feedback, recommending CX improvement actions globally and tracking their implementation.
• Assist local teams in developing insights and identifying local CX improvement opportunities.
• Customer Journey Mapping and CX Improvement:
• Support local teams in conducting customer journey mapping exercises (both “As-Is” and “To-Be”) to identify pain points and design improved experiences.
• Collaborate on the design of innovative solutions to enhance customer interactions and experiences based on their needs and behaviors.
• Ensure that plans and initiatives are customer-focused and aligned with Ferrer’s global CX strategy.
• Manage the Global Governance Model for CX initiatives, ensuring consistency and alignment across regions.
• Monitor and support the progression of local teams through Ferrer’s CX Maturity Model, identifying areas for development and providing resources for improvement.
• Guarantee a system aligned with Ferrer’s Data Model to manage patient and customer insights and Experience Data.
• Enable the implementation, visualization, and dissemination of actionable insights and narrative proof points.

Why Ferrer?

• Make a positive impact in society
• Participate in volunteering activities
• Grow in a culture of trust, responsibility, and constructive feedback
• Enjoy a flexible working model & collaborative office experience to enable innovation and teamworking
• Make a real difference to the team and to yourself
• Take advantage of opportunities for development & learning
• Discover a range of benefits to support your physical, emotional and financial wellbeing
• Customize your remuneration and benefit