Senior Associate Customer Experience & Insights

About the role

Amgen is seeking a Senior Associate to lead Customer Experience and Insights for its Bogotá operations. The role focuses on elevating customer satisfaction, strengthening loyalty, and improving service quality across the Order‑to‑Cash (OTC) process.

Key responsibilities

• Build and maintain strong customer relationships to anticipate needs and expectations.
• Monitor customer sentiment across channels, identify patterns and opportunities for service enhancement.
• Design and manage feedback listening points throughout the customer journey to collect actionable insights.
• Handle escalated inquiries via phone, email and digital platforms, ensuring timely and accurate resolutions.
• Document and maintain SOPs, operational procedures and interaction records, ensuring compliance.
• Act as subject‑matter expert for OTC and service processes, supporting UAT for system upgrades and new digital tools.
• Assist in troubleshooting operational issues that affect customer experience or service reliability.
• Collect, track and analyse performance metrics and feedback to generate improvement recommendations.

Required profile

• Proven experience in customer experience, insights and Order‑to‑Cash processes.
• Strong analytical mindset with ability to translate data into actionable recommendations.
• Excellent communication skills and ability to manage escalations across multiple channels.
• Detail‑oriented with experience documenting SOPs and operational procedures.
• Ability to work collaboratively with cross‑functional teams.

Required skills