Head of Business Planning and Implementation

Key Responsibilities

• Implement Life Science Customer Experience governance and reporting framework at the Advanced Solutions level
• Operationalize Customer Experience measurement requirements (CSAT/NPS) for the five integrated franchises while maintaining a consistent minimal framework
• Ensure uniform Customer Experience metrics and reporting across franchises to enable consistent comparison and visibility at the Life Science level
• Translate governance framework into franchise-level operating practices, ensuring simplified, outcome-oriented processes
• Enable actionable Customer Experience insights at both Advance Solutions and Life Science levels
• Represent Commercial Excellence priorities and capabilities across the Life Science organization and at senior leadership forums
• Ensure key Commercial Excellence projects progress effectively and efficiently, removing obstacles and keeping high-impact initiatives on track
• Facilitate alignment and execution of Commercial Excellence priorities across the five integrated franchises
• Care for stakeholder engagement and communication on Commercial Excellence priorities and outcomes
• Develop executive presentations and briefing materials on Commercial Excellence performance, strategy, and initiatives
• Work as a connector and coordinator with leaders responsible for data analytics, customer experience delivery, and franchise-level implementation, ensuring priorities are aligned and initiatives move forward

Minimum Qualifications

• Bachelor's Degree in Data, Analytics, Business or related field required
• At least 8 years of proven experience in business operations and global project management within the Life Science industry

Preferred Qualifications

• Strategic business acumen with experience in multi-unit or franchise environments
• Advanced understanding of customer experience measurement methodologies (CSAT, NPS, CX analytics)
• Proven ability to unify diverse organizational structures around common objectives
• Data-driven decision-making with ability to translate insights into business impact
• Program management expertise
• Strong executive communication and presentation skills—ability to distill complex topics into clear, compelling narratives for leadership audiences
• Customer-focused mindset with excellent verbal and written communication skills for accurate documentation, reporting, and executive presentations
• Exceptional interpersonal skills to effectively interface with all organizational levels and build cross-functional alignment
• Entrepreneurial spirit with willingness to drive execution and "roll up your sleeves" on critical initiatives
• Detail-oriented and conscientious about meeting expectations while operating effectively in matrixed organizations

Location

This is a site based role required from our Burlington, MA location.

Pay Range

The offer range represents the anticipated low and high end of the base pay compensation for this position. The actual compensation offered will be determined by factors such as location, level of experience, education, skills, and other job-related factors. Position may be eligible for sales or performance-based bonuses.

Benefits

For more information click here: https://careers.emdgroup.com/us/en/benefits