Service Customer Experience & Value Manager - Radiology PACA

About the role

Bayer is looking for a Service Customer Experience & Value Manager for its Radiology PACA business. The role designs, orchestrates, measures and continuously improves the post-sales customer experience across the Radiology PACA service ecosystem, covering about 450 customers including roughly 50 strategic accounts in a business of around EUR 50 million in annual sales. It connects commercial follow-up, technical services, clinical applications, software and digital platforms, data and analytics, consultancy and training, and acts as the regional orchestrator of the post-sales customer experience and service-value lifecycle.

Key responsibilities

• Improve the end-to-end post-sales customer journey and set up Voice of Customer mechanisms to turn insights into improvement initiatives.
• Design integrated service journeys, service blueprints, standards, handoffs and escalation mechanisms, and coordinate technical, clinical, digital, data and training capabilities.
• Work with Technical Service on injector installation, maintenance, support, upgrades and system performance, and with Clinical Applications on imaging protocols, image quality and workflow.
• Support adoption of injector software, digital platforms and data and analytics, and help build customer-facing dashboards and value reviews.
• Run consultancy and workflow transformation projects using a Diagnose, Design, Implement, Measure, Demonstrate Value, Improve and Scale approach.
• Coordinate medical, clinical and technical training and evaluate its effectiveness.
• Partner with Sales and KAMs on post-implementation follow-up, value reviews and opportunities for renewal, expansion or new services.
• Develop service concepts, business cases and pilots, and recommend which ones to pilot, scale or discontinue.
• Set up regional governance, dashboards and management reviews, and scale successful service models across countries.

Required profile

• University degree in Biomedical Engineering, Healthcare Administration, Business Administration, Medical Technology, Engineering, Digital Health, Healthcare Sciences or another relevant discipline.
• Advanced degree or postgraduate qualification desirable.
• Typically 5+ years of experience in MedTech, diagnostic imaging, medical devices, healthcare services, digital health or healthcare consulting.