Lilly Customer Experience, Capabilities, and Projects Specialist - Medical Information Europe in cork, Ireland
Type of Employment:
Full-Time Employment - FTE
Reports and Analytics
Through reports and analytics, strive for operational excellence.
Ensure that the right insights are generated and cascaded to the medical organization and other key stakeholders.
Review and analyze the Key Performance Indicators to propose to Medical Information Europe leadership improvements to achieve operational excellence.
Review the customer experience metrics and feedback.
Ensure contact center operational excellence is achieved and maintained.
Have control over metrics and reporting Medical Information Europe to ensure appropriate and defined information is shared.
Compile reports for Medical information interactions and customer feedback.
Ensure the development, maintenance, and improvement of the right onboarding programs for the whole of Medical Information Europe.
Integrate other onboarding and leadership training initiatives in Medical Information Europe.
Streamline the Medical Information Europe training curricula to ensure; compliance, adequate content, and launch readiness.
Coordinate and support on-the-job assessments to specifically identify the current training curriculum effectiveness in the on-the-job environment, make appropriate recommendations based on assessment and implement the recommendations.
Drive continuous improvement initiatives throughout Medical Information.
Support, recommend, and implement training programs within Medical Information Europe in order to increase morale and drive employee retention.
Support the Customer Experience culture of “Customer Delight” throughout the European Medical Information organization to maintain Lilly's leadership in the marketplace, achieved through training, coaching, internal and external presentations and interdepartmental communications.
Inspire, coach, and develop the European Medical Information team to reach their full potential in creating customer delight.
Identify training requirements and make appropriate recommendations.
Ensure that the right customer experience training program is in place.
Ensure that customer experience becomes a integrated part of the quality monitoring.
Ensure all Customer Experience (Cx) feedback from surveys and other management tools are shared to raise awareness of the Medical Information business status with the leadership team. Work with Medical Information business leaders to devise plans to increase performance.
Support ad hoc analysis of social conversations in response to issues, situations and other trends impacting brand image and consumer opinions while providing regular insight and recommendations on overall communications strategies to management.
Support cross-functional activities to resolve problems and integrate solutions that translate into service improvements, liaising with the Lead.
Drive the implementation of relevant best practices throughout the organization.
Create feedback using robust data on customer and user experience that can be used to enhance architecture/tools that delight the customers and create a unified customer experience through the web.
Determine key processes/procedures for quality controls, alongside the Lead.
Responsible for supporting the Medical Information call quality standards.
Work with Quality team and relevant stakeholders to identify areas of risk and ensure that the right things are measured, assessed, evaluated, and actions taken to remove risk and educate staff on quality, compliance whilst enhancing Customer Experience.
Organize and oversee Medical Information Europe projects to ensure they are delivered on time.
Ensure projects are adequately resourced and funded.
Develop project charters and plans.
Liaise with stakeholders and project members to ensure projects meet their goals and targets.
Maintain and ensure projects are correctly staffed and project work is distributed according to teams’ workload.
Create, Promote and Maintain Operational Excellence
Making suggestions on resource planning in both projects and day-to-day operations.
Know the business and strive to build understanding of the business today and tomorrow; advocate for future state capabilities, processes and tools.
Support evaluation and act on the current competitive and regulatory environment.
Be solutions oriented. Work very closely with Medical Information members to solve immediate customer problems. Able to use professional judgement to identify underlying issues. Identifies and understand affiliate problems and evolving regulatory requirements.
Supporting the Lead in reducing redundancies and inefficiencies within the system and organization by identifying operational best practices and overseeing implementation and utilization.
Contribute as a Specialist for preparation of new and revised policies, procedures and job aids.
Share most effective methods and practices with colleagues in order to satisfy customer needs and provide input/feedback to continuously improve daily processes.
Participate in internal and external educational opportunities relevant to the Medical Information or customer service environment. Attend team meetings regularly.
Responsible to provide support for the frontline in answering customer questions according to the business continuity plan.
Integrate compliance into daily activities.
Comply with any corrective actions.
Cooperate with investigations, monitoring and audits.
Bachelor degree, diploma, medical or pharmaceutical technical assistant or equivalent in health care, natural sciences, pharmacy, nutritional specialists or a related discipline, or relevant equivalent business experience. Business experience such as medical sales representative will also be considered.
Demonstrate understanding of evolving technology landscape regarding interaction of HCPs and consumers with medical information
Ability to apply regulatory and compliance guidelines to drug information delivery
Demonstrated high-level end-user computer skills (e.g. databases, word processing, tables and graphics, spreadsheets, presentations/PowerPoint and templates) to analyse and present complex information and data
Excellent process improvement skills to be able to optimize people, budget and information resources to meet business needs
Excellent analytical and problem solving skills; able to translate business issues into tactical implementation and business strategy into delivery.
Proactive, analytical and pragmatic approach to problem solving.
Use creative and innovative thinking, techniques and tools to business advantage
Excellent written and verbal communication skills
Resource Management skills; able to optimize resources to meet customers expectations and organizational effiencies
Effective telephone communication and computer skills
Experience with entering data into databases
Ability to influence others without direct supervision
Effective prioritization showing ability to be flexible whilst meeting customer needs and managing their expectations.
Experience of software packages such as Word, Excel and Outlook.
Educational/work background in a health care, medical affairs, clinical development, scientific or medical communications field.
Knowledge of customer center or medical information operational experience.
The role of the Customer Experience, Capabilities, and Projects Specialist (CCPS) plays a vital role in executing the day-to-day operations run smoothly; with customer experience programs and training continue to comply with the quality system. The Specialist builds, directs and supports the management and department development programs for the Medical Information in Europe.
Ensuring that effective procedures, processes, and projects are put into place that maximizes productivity, including new and existing disease state, product, and process-related training. She/he has tactical responsibility for customer satisfaction; developing processes and procedures designed to build loyalty and enhance the customer experience. The Specialist is also responsible for ensuring that the quality system is developed and maintained, in partnership with the Quality team, to align with business and functional goals while ensuring the highest level of compliance and rigor for quality information and interactions. Further responsibilities are to support implementation of services, policies, and programs through Medical Information Europe.
The Medical Information organization combines scientific knowledge and communication expertise in order to organize and deliver relevant medical communications that are meaningful and relevant to customers, enhance patient care and advance the quality and transparency of Lilly research.
Medical information provides answers to unsolicited medical requests from customers. Answers are created based on professional and scientific expertise, and serve as an essential link between Lilly and customers (HCPs or patients, respectively). Careful listening to customer needs and adequate responding to customer inquiries is associated with a positive customer experience.
Region: Europe; Middle East; Africa
Req Id: 52916BR