Service Customer Experience & Value Manager

Position: Major Tasks PurposeThe 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 & ResponsibilitiesCustomer 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 customerneeds 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 ut