At LGC we are passionate about delivering Science for a Safer World.
Our work enables research to move faster, diagnosis of disease to be more impactful and helps to support a growing global population. We provide our teams with an environment where they can progress their scientific knowledge and interest, cultivate their passion for scientific discoveries and develop in their role.
Job DescriptionThe VP of Customer Experience in Diagnostics & Genomics is the strategic architect of the entire post-sales customer lifecycle. The purpose of this role is to bridge the gap between high-science product delivery and superior service excellence. You will ensure that diagnostic labs, health systems, and life sciences professionals experience seamless interactions—from initial instrumentation installation and validation to ongoing technical support and high-complexity billing—directly impacting customer outcomes and long-term business growth.
2. Core Responsibilities
Strategic Lifecycle Coordination: Orchestrate the end-to-end journey for complex key account customers, including large pharma, agriculture and healthcare providers globally.
Commercial Alignment: Partner with Marketing, Sales and Product Management to ensure that the CX strategy supports portfolio objectives, successful product launches, and improved patient-care pathways.
Regulatory & Compliance Stewardship: Ensure all customer touchpoints, including medical information and field-service engagements, comply with global healthcare regulations, cGMP, and anti-kickback laws.
Omnichannel Support Excellence: Overhaul contact center approach into strategic care-coordination hubs, leveraging AI and agentic workflows to provide rapid, secure, and personalized support to healthcare providers (HCPs), life sciences customers and R&D professionals across all industries served.
Voice of the Scientific Customer: Capture and translate technical feedback from scientists and lab directors into product roadmaps, ensuring that innovation cycles are driven by real-world lab performance and needs.
3. Key Metrics
Experience & Loyalty: Net Promoter Score, Customer Satisfaction (CSAT), and Customer Effort Score (CES) across pre-purchase, product, and post-purchase touchpoints.
Operational Quality: First Contact Resolution, and resolution time for technical/clinical inquiries, crucial for minimizing diagnostic downtime in critical care environments.
Financial Impact: Reduction in Customer Churn, growth in Customer Lifetime Value (CLV), and improved Cost Per Patient/Client metrics.
Compliance & Quality Scorecards: Audit readiness and regulatory defensibility of customer-facing programs.
Qualifications & Experience
Domain Expertise: 15+ years of progressive experience in the Life Sciences, Biotech, or Diagnostics sectors, with at least 10 years in senior leadership overseeing commercial or service operations.
Regulatory Knowledge: Deep understanding of FDA (Oncology, Rare Disease, etc.) and global health ministry requirements for commercial-stage products.
Strategic Capability: Proven track record in Customer Journey Mapping specifically for healthcare providers, life sciences industry professionals and multi-stakeholder enterprise accounts.
Technical Literacy: Proficiency with life sciences tech stacks, including SFDC CRM, and advanced AI-driven analytics.
Academic Credentials: Bachelor's degree in a Science or Life Science field is required; an MBA or advanced degree (Ph.D./MS) in science or business is highly preferred.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Skills Required
- 15+ years in Life Sciences or Diagnostics sectors
- 10 years in senior leadership overseeing commercial or service operations
- Deep understanding of FDA and global health ministry requirements
- Proven track record in Customer Journey Mapping for healthcare providers
- Proficiency with life sciences tech stacks, including SFDC CRM
- Bachelor's degree in a Science or Life Science field
- MBA or advanced degree in science or business
LGC Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about LGC and has not been reviewed or approved by LGC.
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Healthcare Strength — Health, dental, and vision coverage with FSA/HSA options are consistently part of the package, and private medical is cited where applicable in the UK. Coverage is often characterized as solid alongside other core benefits.
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Retirement Support — Retirement offerings include a 401(k) with employer contribution in the U.S. and pension schemes in the UK, complemented by life and disability insurance. These elements are highlighted as part of a standard-to-competitive core package.
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Leave & Time Off Breadth — Paid time off, holidays, sick leave, and family leave are broadly available, with some sites offering a year‑end shutdown. Flexibility and local leave programs contribute to a generally well-rounded time‑off offering.
LGC Insights
What We Do
LGC is a leading, global life science tools company, providing mission-critical components and solutions into high-growth application areas across the human healthcare and applied market segments. Its high quality product portfolio is comprised of mission-critical tools for genomic analysis and for quality assurance applications, which are typically embedded and recurring within our customers’ products and workflows and are valued for their performance, quality and range. LGC’s tools play a key role in customer workflows from discovery applications through to commercial manufacture and enable its customers to: bring new diagnostics and therapies to market; progress research and development; optimise food production; and continuously monitor and enhance the quality of food, the environment and consumer products. LGC’s 175+ years of scientific heritage, combined with a track record of innovation and value-enhancing acquisitions, has enabled the company to build its product portfolio and expertise, and develop deep relationships with customers, industry partners and the global scientific community. LGC’s core purpose of Science for a safer world and its core values of passion, curiosity, integrity, brilliance and respect, drive its culture. As of 30 June 2021, it employs 4,350 employees, of which over 1,175 employees hold PhD and/or master’s degrees. Its products and services are delivered by highly qualified and experienced teams, operating from a global network of accredited sites that showcase its scientific and manufacturing capabilities.
