As one of the first people recruited into our new Customer Experience team, Jaimie Konetchy looks back on her first six months in this new role and describes how her professional background has given her a unique perspective on the job.
It has been six months since I joined PRISYM ID/Loftware – and, despite the best efforts of a global pandemic, it’s proved to be a wonderful new chapter in my professional career!
I joined after spending more than a decade working in Johnson & Johnson’s Medical Devices and Diagnostic division (six years of which were in labeling), where my experience ranged across all aspects of label design and compliance. This included everything from creating, updating and proofing labels to ensuring they met regulatory requirements, which was a special area of focus with numerous large-scale regulation changes such as ISO-15223, EU MDR, UDI, GS1, Brexit and Country-Specific requirements.
As a result, I’ve seen first-hand the pressures that medical device manufacturers face when it comes to label management. I’ve had sleepless nights worrying about compliance and regulatory audits. I’ve fretted about inefficiencies and costs of any interruptions to productions. And I’ve seen the human impact on our work and how important it is for the patient that we provide the labeling right 100 percent of the time.
In other words, I’ve been at the sharp end of many of the challenges that we see our customer’s face. And my job now, as I see it, is to represent customer interests within the organization, act as a conduit through which they can provide feedback and connect with the full range of advice and technical support we provide.
So, what have I learnt in the last six months?
- First: I’ve really felt that a user perspective is being welcomed and embraced across the organization – that’s an incredible feeling and I’m so thankful to my colleagues for making me feel so at home in what is an entirely new role.
- Second: I’ve learnt that you can never ask enough times “what's the impact on the customer?” in the design and development of new product features – having that constant challenge will only enrich and improve what you take to market.
- And third: I recognize that working in collaboration with customers isn't a one-off thing, it’s a constant process of dialogue and discussion. Because that’s how we continuously weave their perspectives deeply into the way we develop our offer.
And what are my expectations for 2022?
I can’t wait to meet more of our customers face-to-face as the pandemic allows – it will be great to see first-hand the real-world impact of our work.
I also expect the Customer Experience Team will continue to develop as a key interface between our Product and Service Teams and the customer.
With so much riding on content and label management systems now, it’s never been more crucial to have a strong user perspective. I hope we can continue to play an important role in supporting the business and our customers’ interests.