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Sanofi Group Head of Consumer Experience Research in Cambridge, Massachusetts

POSITION OVERVIEW

The Head of Consumer Experience (CX) Research, will own and provide consumer research strategies and roadmap that deliver actionable insights using qualitative and quantitative research methods to improve and innovate user experiences for our patients, customers and staffs. You will scope and craft research plans, conduct research sessions, and present your study findings to stakeholders at all levels of audience. You collaborate effectively with a variety of design leaders, business leaders, technology leaders, product managers, and other key stakeholders to develop large growth businesses and maintain research operations. You are curious and work backwards from the patients and customer, thinks big while building an iterative path to the future, holds your team and others to high standards with authenticity, and has the experience and judgment to coach and nurture a world class team.

Responsibilities

  • Global CX Research leader responsible for all consumer research functions, department, and locations

  • Build, lead, grow and mentor a highly collaborative, high-performing team of UX researchers

  • Influential leader representing patients, customers and staffs through research across the business, including but not limited to all product and service development functions; responds to organizational changes as they occur

  • Champion user experience research and integrate within the design planning, estimation, and prioritization process

  • Consult with business and design leads to understand the customer segments and related product/service offerings

  • Partner with design leads to clarify project goals and identify areas where user experience research can provide greater insight and success

  • Design and execute research studies that follow research best practices and methodologies

  • Ensure all research study results are actionable and contribute directly towards meeting project and business goals

  • Partner with design team leads and stakeholders to identify future research needs and develop a research roadmap with project briefs estimating scope and level of effort

  • Ensure the CX research is aligned with project prioritization and progress reporting

  • Collaborate with research and design leadership to identify new tools and/or process improvements that drive better alignment and compliance with design systems

  • Manage vendors to ensure quality of facilities and study participant pools meet expectations

  • Contribute to next gen research group vision, identifying areas of opportunity or improvement

  • Provide direction and governance on best practices and research processes across team to enable a consistent and scalable approach to product design, user interviews, user research, usability testing, and measurement

  • Supervise and lead the creation of customer journey, user touch points, user personas, which synthesize user data and research, helping the entire organization share insights and vision

  • Continuously understand, research, and communicate insights of design, UX, and market trends that should be considered and incorporated into the Sanofi Experience strategy

  • Affect deep levels of change in terms of how CX Research functions with its peers in Global Business Units, Product and Technology

  • Drive operational and execution excellence, while leading research and holistic thinking at scale across diverse product releases, platforms

  • Set the tone and vision for behaviors that align with company values, foster collaboration, achieve results, and are inclusive

  • Set direction, shape the organization, and manage resources (financial, people, technological, etc), in alignment with organizational vision and company priorities

  • Ultimate responsibility for developing internal talent within and recruiting top talent to the Sanofi’s CX Research organization. This includes leading community facing aspects of the Sanofi employee experience

  • Embody excellence in CX Research at all levels. Represent the department at the highest levels within the company and influence product and service experience direction

  • Mastery and advance knowledge of design principles, usability principles, and UX research methods (quantitative and qualitative) and guide teams to apply research findings/insights within the product development process

  • Experience applying Design Thinking to ambiguous situations, digital and non-digital, to frame problems and opportunities through research, and to work toward the solutions with CX peers and stakeholders

  • Ability to communicate research results and recommendations effectively with a large organization, leadership team, and individuals. Can flex and adapt to audiences at all levels and across stakeholders/partners

  • Excellent teamwork skills, and the ability to lead, influence, motivate, and inspire cross-functional teams

  • Possess a forward-thinking capacity and the demonstrated ability to motivate teams both inside and out the department to follow and invest in their ideas

Qualifications:

  • Bachelor's degree or equivalent work experience in Design, HCI or related field. Master’s degree in relevant field a plus

  • 15+ years building, managing and mentoring a team of CX/UX Researchers, including senior level at large enterprise size creative/design management experience is a must

  • 20+ years of experience in the CX/UX research of multi-device software/applications

  • Solid understanding of how to test, measure success and refine research

  • Previous experience implementing a Human-Centered Design research and human factors methodologies in product development

  • Strong leadership skills enabling the team's creativity and drive to continually improve their work.

  • Embody a strong and effective CX and research point of view inside the organization.

  • Excellent verbal and written communication skills with Excellent communication skills with the ability to listen, articulate positions, and advocate research

  • Must be a vibrant and engaging communicator who can present concepts and ideas to all levels of the company

  • Familiarity with pharma/health technology is a plus

  • Strong attention to detail, especially in crafting the ideas, education across different functional teams and following through with successful execution.

  • You bring the ability and interest to help lead cultural shifts in the organization including Digital transformation.

  • You are a vibrant and engaging storyteller with strong business communication and presentation abilities to all levels of the company.

  • You have an intellectual curiosity that inspires others around you.

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, 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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At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.

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