Leads Novotech’s global Voice of Customer and customer experience insights capability. Designs CX measurement frameworks, manages survey platforms, integrates customer and operational data, and develops dashboards and executive reporting. Identifies trends, drivers, risks, and improvement opportunities, translating complex quantitative and qualitative analysis into actionable recommendations. Partners with commercial, operational, quality, and customer-facing teams to drive retention and service improvements while establishing global governance, standards, and capability roadmaps.

The Business Development Director leads department operations, manages hiring, develops business processes, and maintains client relationships to achieve organizational goals in a CRO or biotech setting.