A Career at Lonza
What you’ll get
- An agile career and a dynamic work culture
- An inclusive and ethical workplace
- Compensation programs that recognize high performance
- In addition to a competitive salary, you can expect numerous lifestyle, family, and leisure benefits.
- Relocation support for eligible candidate
Lonza is establishing a One Lonza customer portal and experience capability as a core workstream of the Data-as-a-Product initiative under the One Lonza Program Advanced Industry.
The role is based in Basel, Switzerland
We are actively looking for a driven Customer Portal and Experience Product Owner (Director level) to be accountable for shaping and delivering the customer-facing experience layer through which customers collaborate with Lonza and securely access documents, governed data products, insights and digital services.
In this role you will own the workstream vision, customer journeys, product roadmap, requirements, operating model, governance, business case and implementation outcomes, while ensuring alignment with Data-as-a-Product strategy, business-platform roadmaps and Lonza’s broader digital architecture. Working across Commercial, Project Management, Operations, Quality, IT, Data, Security, Legal and external delivery partners, the role will create a scalable, secure and consistent experience across business platforms rather than a collection of disconnected portal solutions.
What you will do
- Lead the Customer Portal Workstream: Lead the end-to-end Customer Portal and Experience workstream from strategy through execution, translating it into an executable product strategy, prioritized roadmap, milestones and measurable outcomes.
- Own Customer Experience and Product Direction: Define the target customer experience, personas, end-to-end customer journeys, design principles and value proposition across the customer lifecycle.
- Define Functional and Integration Requirements: Own the business and product requirements for information architecture, document and data exchange, collaboration workflows, dashboards, notifications, support services, APIs and integration with relevant enterprise systems.
- Shape MVP (Minimum Viable Product) and Phased Delivery: Prioritize use cases and requirements, define the MVP and pilot approach, and establish a phased implementation roadmap that balances customer value, feasibility, risk and reuse across platforms.
- Align Platform Initiatives: Coordinate with ongoing and planned portal initiatives across business platforms to ensure forward compatibility, common standards and a coherent One Lonza customer-facing experience.
- Embed Security, Quality and Compliance by Design: Ensure customer isolation, role-based access, auditability, data integrity, privacy, cybersecurity, IP protection and applicable GxP requirements are built into the portal design and delivery model.
- Establish Governance and Operating Model: Define portal ownership, decision rights, support processes, service levels, release and enhancement management, data stewardship and operational handover.
- Drive Cross-Functional Decision-Making: Align Commercial, Project Management, Operations, Quality, IT, Data, Enterprise Architecture, Security, Legal, Digital Marketing and platform stakeholders and resolve cross-functional dependencies and trade-offs.
- Manage Scope, Investment and Delivery: Maintain accountability for workstream scope, budget, schedule, resource plan, risks, dependencies, vendor contributions and delivery outcomes, escalating material deviations through the appropriate governance.
- Deliver Value and Adoption: Define success measures, validate customer and business value, prepare implementation recommendations, and drive adoption through stakeholder engagement, communication, training and continuous improvement.
What we are looking for
- Bachelor or Master Business, Digital Product Management, Information Systems, Engineering, Life Sciences, Customer Experience or a related discipline
- Digital Product Leadership: product vision, strategy, discovery, prioritization, roadmaps, MVP definition, release planning and lifecycle ownership.
- Requirements Definition & Translation: development of comprehensive user, business, functional and technical requirements for the portal, translate customer journeys and business processes into clear specifications and acceptance criteria
- Customer Experience Design: customer research, personas, journey mapping, service design, information architecture and experience measurement.
- Enterprise Platforms and Integration: understanding of identity and access management, APIs, workflow platforms, document and data exchange, integration patterns and enterprise architecture.
- Data and Governance Acumen: ability to translate governed data products, semantics, lineage, access controls and lifecycle requirements into customer-facing capabilities.
- Regulated Delivery: practical understanding of quality, GxP, data integrity, privacy, cybersecurity, IP and auditability considerations in digital product delivery.
- Commercial and Value Orientation: ability to connect portal capabilities to customer value, operational efficiency, differentiation, adoption and investment decisions.
- Stakeholder Alignment and Influence: ability to align executives, business owners, technical experts and external partners across organizational boundaries.
- Program and Vendor Management: strong governance, financial management, risk management, dependency management, sourcing and delivery oversight.
- English fluent
About Lonza
At Lonza, our people are our greatest strength. With 30+ sites across five continents, our globally connected teams work together every day to manufacture the medicines of tomorrow. Our core values of Collaboration, Accountability, Excellence, Passion and Integrity reflect who we are and how we work together. Everyone’s ideas, big or small, have the potential to improve millions of lives, and that’s the kind of work we want you to be part of.
Innovation thrives when people from all backgrounds bring their unique perspectives to the table. At Lonza, we value diversity and are committed to creating an inclusive environment for all employees. If you’re ready to help turn our customers’ breakthrough ideas into viable therapies, we look forward to welcoming you on board.
Ready to shape the future of life sciences? Apply now.