Itay Ziv
Associate Director, Customer Experience (Cx) @Biogen
Signup · Get unlimited contacts
WORK HISTORY
Associate Director, Customer Experience (Cx) @Biogen
GB
Lead CX and customer-operations capability development across established and launch products in a complex B2B ecosystem (HCPs, payors, providers, regulators), from experimentation to implemntation. Design and continuously improve customer lifecycle orchestration and omnichannel engagement strategy across CRM, marketing automation and field channels in a highly regulated environment. Build and maintain a CX framework (standards, playbooks, guardrails, best-practice patterns, maturity models) to ensure consistent execution across markets. Develop a closed-loop KPI suite (Power BI) and taxonomy with Data & Analytics, connecting field and HQ around shared measures such as adoption, cycle time, cost-to-serve and value, and surfacing “next best actions” for sales. Commission and integrate Voice of Customer mechanisms (CSAT, NPS, social listening, research, consent and opt-in data) and feed insights into quarterly planning, prioritisation and experimentation. Lead a portfolio of AI-powered initiatives, including genAI content generation for marketing, web data-scraping and insight agents, an AI-enabled user-research alternative and a low-code service funnel. Achieve measurable improvements in engagement growth, cost-to-serve and speed-to-market, while maintaining GDPR, ABPI and HIPAA compliance.
EDUCATION
ADMA IQ
Data-Driven Marketing & Advertising
The College of Management Academic Studies
Media Studies & Business Management, Digital and Popular Media
General Assembly
User Experience Design
TAFE NSW
Cert IV , Training and Assessment
SKILLS
ABOUT ITAY ZIV
I’m a customer operations and customer experience leader who builds CX Centres of Excellence and AI-enabled customer operations in regulated, data- and content-intensive environments.Over 15+ years, I’ve led CX and client-operations work across biopharma, public sector, insurance, logistics, retail and banking-adjacent organisations; designing operating models, governance and KPI frameworks that turn strategy into measurable outcomes on revenue, cost-to-serve and customer experience.What I specialise in: Customer Operations Strategy & Roadmaps – 3–5 year visions, prioritisation and investment cases for customer and client operations. CX Centres of Excellence – standards, journey frameworks, “moments that matter”, playbooks and governance that scale across markets. AI-Powered Experimentation – genAI content and insight agents, predictive models and “next best action” engines, turned from pilots into standard ways of working. Customer Advocacy & Voice of Customer – NPS/CSAT programmes, feedback pipelines and mechanisms that feed directly into planning and product/ops decisions. Training, Enablement & Academy Foundations – maturity models, clinics and toolkits that help product, operations and service teams adopt new tools, AI and ways of working. Analytics & Executive Storytelling – KPI suites, dashboards and read-outs that connect experimentation and CX work to commercial and operational impact.Examples of work: Leading global omnichannel and CX operations for new and established products and services, setting standards and playbooks and improving revenue growth, cost-to-serve and time-to-market across multiple markets. Redesigning journeys and operations for national health services, freeing substantial administrative time and reducing operational risk. Designing new omnichannel go-to-market and service operations for logistics and energy clients, improving service levels and commercial performance.I’m at my best where CX, customer operations and AI meet – working with senior leaders to define the strategy, then partnering with teams on the ground to experiment, scale what works and retire what doesn’t.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.