Service Customer Experience & Value Manager

En Bayer, creemos que el trabajo debe tener sentido. Cada día, nuestros equipos avanzan hacia un futuro en el que «Salud para todos, hambre para nadie» esté al alcance de la mano, y cada puesto, desde el laboratorio hasta el terreno y la sala de juntas, nos ayuda a conseguirlo. Damos a las personas la autonomía para influir en los resultados, el apoyo para crecer a través de nuevas habilidades y experiencias, y una comunidad global en la que se valoran las diferentes perspectivas. Si quieres que tu trabajo cuente y tener el espacio necesario para dar lo mejor de ti, aquí lo encontrarás.

Service Customer Experience & Value Manager 

Purpose

The Service Customer Experience & Value Manager – Radiology PACA is responsible for designing, orchestrating, measuring, and continuously improving the post-sales customer experience across the Radiology PACA service ecosystem.

The position ensures that Bayer's service capabilities are integrated around customer needs and measurable customer value, connecting commercial follow-up, injector technical services, Clinical Applications, software and digital platforms, data and analytics, consultancy and workflow transformation, as well as medical, clinical/application, and technical training.

The role coordinates cross-functional capabilities to improve customer experience, solution and service adoption, and value realization across approximately 450 customers, including approximately 50 Strategic / Big Accounts, within a PACA Radiology business of approximately EUR 50 million in annual sales.

The position also identifies opportunities to develop sustainable service revenue when customers demonstrate a validated need, perceive differentiated value, and are willing to purchase, renew, expand, or increase the use of Bayer services.

The role acts as the regional orchestrator of the post-sales customer experience and service-value lifecycle, while the respective functions retain accountability for technical execution, clinical and medical expertise, account ownership, commercial negotiation, portfolio decisions, financial approvals, and applicable governance requirements.

Key Tasks & Responsibilities

Customer Experience & Voice of Customer

• Assess and continuously improve the end-to-end post-sales customer journey across PACA.
• Establish structured Voice of Customer (VoC) mechanisms to identify customer expectations, pain points, unmet needs, adoption barriers, workflow challenges, and service opportunities.
• Translate customer insights into prioritized and accountable improvement initiatives.
• Develop differentiated customer-experience approaches for Strategic / Big Accounts while ensuring scalable standards across the broader customer base.

Service Experience Design & Orchestration

• Translate customer needs into integrated service journeys, service blueprints, standards, handoffs, escalation mechanisms, and expected outcomes.
• Coordinate Bayer's technical, clinical, digital, data and analytics, training, consultancy, and commercial capabilities around customer needs.
• Lead cross-functional service-experience initiatives through influence and collaboration.
• Develop scalable regional methodologies, tools, playbooks, and best practices.

Technical Service Experience

• Partner with Technical Service to improve the customer experience related to injector installation, preventive and corrective maintenance, technical support, upgrades, and system performance.
• Identify recurring service issues and opportunities for systemic improvement.
• Support the development of differentiated technical-service models based on validated customer needs.

Clinical Applications & Enhanced Imaging

• Partner with Clinical Applications to address customer needs related to contrast-enhanced imaging, protocol optimization, injector utilization, image-quality requirements, workflow, and user capability.
• Support the definition and measurement of customer outcomes associated with Clinical Application interventions.
• Connect Clinical Applications with technical, digital, training, consultancy, and commercial follow-up activities when required by the customer journey.

Software, Digital, Data & Analytics

• Support customer adoption and value realization from injector-related software, connectivity, digital platforms, data, and analytics.
• Identify adoption barriers and opportunities to improve the digital customer experience.
• Use available data and analytics to identify workflow, utilization, service, and customer-value improvement opportunities.
• Support customer-facing dashboards, value reviews, and analytics-enabled consultancy services where appropriate.

Consultancy & Workflow Transformation

• Identify customer workflow challenges where Bayer capabilities can create differentiated value.
• Coordinate multidisciplinary expertise to assess customer workflows, establish baselines, identify improvement opportunities, and define measurable outcomes.
• Support consultancy and transformation initiatives related to enhanced imaging workflows, injector utilization, protocol optimization, technology adoption, operational efficiency, data utilization, and integration of Bayer solutions.
• Apply a structured approach: Diagnose → Design → Implement → Measure → Demonstrate Value → Improve → Scale

Medical, Clinical & Technical Training

• Identify customer capability and knowledge gaps related to Bayer products, technologies, enhanced imaging, and customer workflows.
• Coordinate appropriate medical education, Clinical Application training, and technical training with the responsible functions.
• Evaluate training effectiveness beyond activity completion.

Commercial Follow-Up & Value Realization

• Partner with Sales and KAMs to establish structured post-implementation and post-service customer follow-up.
• Evaluate service and solution adoption, customer outcomes, unresolved needs, and value realization.
• Support structured value reviews for Strategic / Big Accounts.
• Identify customer needs that may create opportunities for service renewal, expansion, or additional solutions.
• Provide customer-value evidence and service insights to support account development.

Service Innovation & Needs-Led Commercialization

• Identify unmet customer needs that could be addressed through differentiated Bayer services.
• Support development of customer-value propositions, service concepts, business cases, pilots, pricing hypotheses, and go-to-market recommendations with the responsible functions.
• Evaluate opportunities including enhanced technical services, advanced Clinical Application services, specialized training, software-enabled services, data and analytics services, workflow consultancy, and customer transformation programs.
• Recommend whether service concepts should be piloted, adapted, scaled, maintained, or discontinued based on customer and business evidence.

Regional Governance & Continuous Improvement

• Establish regional governance and performance visibility for customer-experience and service-value initiatives.
• Develop dashboards and management-review mechanisms.
• Capture and share best practices across PACA.
• Scale successful service models across countries and customer segments.
• Build customer-experience and value-measurement capabilities across relevant teams.
• Promote customer centricity, accountability, continuous improvement, and evidence-based decision-making.

Who You Are:

1. University degree in Biomedical Engineering, Healthcare Administration, Business Administration, Medical Technology, Engineering, Digital Health, Healthcare Sciences, or another relevant discipline.
2. Advanced degree or relevant postgraduate qualification is desirable.
3. Typically 5+ years of relevant professional experience in MedTech, diagnostic imaging, medical devices, healthcare services, digital health, healthcare consulting, or another complex B2B healthcare environment.
4. Relevant experience in one or more of the following areas: Customer Experience Service Excellence After-Sales Services Customer Success Service Design Clinical Applications Solution Implementation Healthcare Workflow Digital Solutions Consultancy Service Commercialization
5. Demonstrated experience leading complex cross-functional initiatives without direct hierarchical authority.
6. Experience translating customer needs into service improvements, solutions, and value propositions.
7. Experience developing KPIs, customer-value frameworks, business cases, or value-realization models.
8. Strong business and financial acumen.
9. Experience in regulated healthcare environments strongly preferred.
10. Regional or multi-country experience desirable.

Languages

·       English: Professional proficiency required.

·       Spanish: Professional proficiency required.

·       Additional languages relevant to PACA markets are an advantage.