Director Customer Operations Management
Alexion, AstraZeneca Rare Disease
Michele joined Alexion’s Global Supply Chain function in 2020 as Director of Customer Management EMEA to develop and execute an insight program to support Alexion’s mission to transform the lives of people affected by rare diseases and devastating conditions.
Alexion, AstraZeneca Rare Disease, is the group within AstraZeneca focused specifically on rare diseases. As a leader in rare diseases for nearly 30 years, Alexion is focused on serving patients and families affected by rare diseases and devastating conditions through the discovery, development and commercialisation of life-changing medicines.
The insight programme Michele was charged with heading up was designed to listen to customers (the pharmacists) and respond to their needs, in order to enhance the lives of the patients. In the early phases of implementing the programme Michele used customer insights to initiate critical CX and employee experience improvements. This initial work has led to the introduction of 20 customer experience initiatives at Alexion’s Patient Supply Group. Each initiative is backed by customer and business benefit justifications reviewed at monthly to track progress.
Michele's role has been to enable wider teams with the right knowledge, tools and organisational structure, inspire them with genuine customer centricity and unblock any barriers. His work has formed part of the overall organisational initiative to seek opportunities to better collaborate with everyone involved in the patient journey, including those who provide care and access.
Through our customer experience program, we challenged ourselves to understand more, learn more, and bring more opportunities to deliver service excellence that will ultimately help patients. I continue to be excited by the journey we're on and the positive impact we continually make to those we serve.