Wide range of health and wellbeing benefits, including high-quality healthcare and wellness programs.
At least 14 weeks of gender-neutral parental leave.
Opportunity to contribute to life-changing treatments and support community and environmental initiatives.
Role in simplifying and modernizing global biopharma operations.
Full Job Description
Job Title: Global Customer Experience Business Partner
Location: Cambridge, MA
Main Responsibilities
Serve as a trusted strategic partner to global and local franchise teams - proactively identifying omnichannel challenges, proposing concrete solutions, and driving end-to-end ownership from strategy definition to on-the-ground implementation.
Shape asset-tailored omnichannel strategies in close partnership with cross-functional teams, translating global vision into locally relevant, actionable plans that reflect market realities.
Lead the translation of global customer experience strategy into GloCal engagement campaigns and fit-for-purpose content plans - bridging the gap between global ambition and local execution.
Propose and embed innovative approaches - including generative AI and emerging capabilities - to strengthen omnichannel deployment and raise the bar on execution standards across markets.
Drive change management efforts that accelerate adoption of best-in-class practices, ensuring franchises and markets are equipped and empowered to deliver with impact.
Partner with franchises to build omnichannel capabilities and ways of working that scale - from global frameworks to local activation.
Define and track key performance indicators to measure customer experience progress, and translate insights into strategic recommendations - in close partnership with the Insights & Analytics team.
About you
Significant experience (10+ years) in a commercial operations environment, with a strong understanding of how global pharma businesses operate.
Hands-on experience (3+ years) working in a multi-channel or omnichannel environment.
Expertise in omnichannel and digital marketing, including content management, process design, and change management.
Strong project management skills with a track record of driving pace and acceleration.
Consultative mindset with the ability to influence without authority - you build trust, shape thinking, and move teams forward without relying on hierarchy.
Exceptional cross-functional collaboration skills - able to gather information from diverse sources, synthesize insights, and consolidate them into clear, actionable recommendations.
Ability to leverage networks, develop people, coach, give feedback, and empower teams.
Strong leadership presence and executive communication skills - you engage as a trusted partner, staying focused on what matters most when working with business leaders rather than getting lost in the details.
Ability to translate complex omnichannel concepts into business-relevant language and provide strategic recommendations that drive decisions.
Why choose us?
Bring the miracles of science to life alongside a supportive, future-focused team.
Discover endless opportunities to grow your talent and drive your career, whether it's through a promotion or lateral move, at home or internationally.
Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.
Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks' gender-neutral parental leave.
Make your work count by supporting a company that brings life-changing treatments to millions - and is committed to doing right by patients, communities, and the planet
Drive progress from within by helping simplify, scale, and modernize how a global biopharma business delivers smarter, faster, and more sustainably.
Support teams across science, medicine, and operations by building better systems, shaping bold strategies, and enabling innovation at speed.
The salary range for this position is: $178,500.00 - $257,833.33
All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs, and additional benefits information can be found here.
About Sanofi
Sanofi is a global pharmaceutical company that specializes in the research, development, and manufacturing of prescription drugs and vaccines. The company operates in over 170 countries and has a diverse portfolio of products that includes treatments for diabetes, cancer, cardiovascular disease, and rare diseases. Sanofi is committed to improving global health and has a strong focus on innovation and sustainability. The company has received numerous awards for its research and development efforts and is recognized as a leader in the pharmaceutical industry.
