Senior Manager, FSA Customer Experience Architect

Job title:

Senior Manager, FSA Customer Experience Architect

Company:

ICON

Job description

Senior Manager, FSA Customer Experience ArchitectICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical developmentWe are currently seeking a Senior Manager, FSA Customer Experience Architect to join our growing team in the Feasibility, Study Start Up and Activation (FSA) department. In this role you will collaborate with FSA leads and customers to understand customers’ needs, challenges, and objectives. You will also facilitate the creation and delivery of customized plans and communications that support positive FSA experience and outcome.What you will be doing

• Developing & maintaining an industry leading FSA project planning capability/framework
• Facilitating key customer interactions to ensure consistent positive customer experience
• Promoting best practices across FSA by auditing projects & identifying attributes contributing to success/failure
• Supporting FSA & global PMs to ensure every project has a detailed FSA delivery plan
• Supporting RFIs & general capability presentations maintain SSU sales collateral & support SSL/SAL/FSA PM
• Support bringing FSA best practices to preferred partnerships w/bespoke processes

Your profile

• Bachelor’s degree in life science, project management or related field.
• Minimum of 6 years of experience in clinical research with a focus on customer experience, feasibility, study start-up, project management or related role.
• Knowledge of clinical trial processes, standards, and industry best practices.
• Customer-centric mindset and a passion for helping customers succeed
• Proven track record of developing and implementing successful customer experience strategies.
• Strong presentation and training skills.
• Experience in mentoring staff.
• Excellent communication, collaboration, and problem-solving skills with the ability to work effectively in a cross-functional environment.
• Ability to work independently and as part of a team
• Attention to detail and a high level of accuracy.
• Positive attitude and a proactive approach.
• Proficiency in Microsoft Office Suite.

What ICON can offer you:Our success depends on the quality of our people. That’s why we’ve made it a priority to build a diverse culture that rewards high performance and nurtures talent.In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family.Our benefits examples include:Various annual leave entitlementsA range of health insurance offerings to suit you and your family’s needs.Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead.Global Employee Assistance Programme, TELUS Health, offering 24-hour access to a global network of over 80,000 independent specialised professionals who are there to support you and your family’s well-being.Life assuranceFlexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidised travel passes, health assessments, among others.Visit our to read more about the benefits ICON offers.At ICON, inclusion & belonging are fundamental to our culture and values. We’re dedicated to providing an inclusive and accessible environment for all candidates. ICON is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know or submit a request .Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless – there’s every chance you’re exactly what we’re looking for here at ICON whether it is for this or other roles.Are you a current ICON Employee? Please click to apply

Expected salary

Location

Dublin

Job date

Thu, 10 Jul 2025 00:06:21 GMT

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