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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:
• University degree in Biomedical Engineering, Healthcare Administration, Business Administration, Medical Technology, Engineering, Digital Health, Healthcare Sciences, or another relevant discipline.
• Advanced degree or relevant postgraduate qualification is desirable.
• 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.
• 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
• Demonstrated experience leading complex cross-functional initiatives without direct hierarchical authority.
• Experience translating customer needs into service improvements, solutions, and value propositions.
• Experience developing KPIs, customer-value frameworks, business cases, or value-realization models.
• Strong business and financial acumen.
• Experience in regulated healthcare environments strongly preferred.
• Regional or multi-country experience desirable.
Languages
· English: Professional proficiency required.
· Spanish: Professional proficiency required.
· Additional languages relevant to PACA markets are an advantage.
Período de aplicación: Del 26 de Octubre al 6 de Noviembre 2026 Código de referencia: 894769
División: Pharmaceuticals Ubicación: Colombia : Cundinamarca : Bogota
Área funcional: Marketing Grado de posición: VS 1.2
Tipo de empleo: Permanente Tiempo de trabajo: Indeterminado