Global Customer Experience Business Partner

Job Title: Global Customer Experience Business Partner

• Location: Cambridge, MA

About the job

As a Global Customer Experience Business Partner within our Franchises Omnichannel Business Partnership team, you'll embed customer experience vision into brand and franchise strategies — and drive omnichannel excellence across global and local teams. Ready to get started? 

Ready to push the limits of what's possible? Join Sanofi's Go-to-Market Capabilities (GTMC) organization — a team built to drive best-in-class commercial capabilities across the business. GTMC exists to modernize how we operate: removing silos, standardizing tools and processes, and accelerating the capabilities that matter most. As part of the Customer Experience Capabilities pillar, you'll help define Sanofi-wide customer engagement standards, shape executional best practices, and partner closely with business teams to bring omnichannel strategies to life — at scale, and with real impact.

Ready to push the limits of what’s possible? Join Sanofi in one of our corporate functions and you can play a vital part in the performance of our entire business while helping to make an impact on millions around the world.

About Sanofi
We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.

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.

Sanofi US Services and its U.S. affiliates are Equal Opportunity employers committed to a culturally inclusive 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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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.