Service Customer Experience & Value Manager

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 Bay

📌 Service Customer Experience (Puerto Bogotá)
🏢 Bayer
📍 Puerto Bogotá