Customer Experience Lead

4 months ago

Maidenhead, United Kingdom Biogen Full time

**Job Description**:
**About This Role**

At Biogen, we're shaping the future of customer engagement by enhancing experiences for healthcare professionals (HCPs), decision-makers, and stakeholders. As the Customer Experience Lead, you'll pioneer the design and execution of data-driven, omnichannel customer engagement strategies to deliver a lasting impact on the healthcare landscape.

**What You’ll Do**
- Designing and overseeing the execution of data-driven, omnichannel, personalised customer engagement plans for high priority customers across the Biogen portfolio. ‘Customers’ are defined as relevant healthcare professionals (HCPs) i.e., medical doctors, nurses, pharmacists etc. and other relevant decision makers i.e., business managers and NHS stakeholders up to ICS/ICB level. Customer engagement may involve omnichannel communications from the broader Biogen team including commercial, medical, value and access etc.
- Defining and implementing the customer experience strategy, leveraging data, insights, analytics, and behavioural science.
- Instilling a customer-focused approach and mindset in the UK affiliate.
- The CE Lead will build on a deep understanding of the diverse group of Biogen customers and expertise in field-led and digital-first routes of engagement to drive relevant and impactful customer experiences. The CE Lead will collaborate with their Commercial, Medical, V&A and other colleagues to understand customer needs, design and execute relevant omnichannel engagement plans, optimise user experiences, understand and influence customer behaviours, and establish clear objectives and metrics to measure engagement success.
- The CE Lead is responsible for executing these activities within both internal and external compliance regulations and budgets.

**Who You Are**

You're a pioneering force within the (bio)pharmaceutical industry, skilled in designing and executing data-driven, omnichannel customer engagement strategies. Your passion lies in revolutionizing customer engagement activities, influencing stakeholders, and leaving a profound impact.

**Qualifications**:

- Bachelor’s, degree preferred, preferably in business, marketing, sciences or another relevant field.
- Proficiency in English is required.
- Solid working knowledge and experience in the fields of omnichannel / digital marketing, marketing strategy or customer experience (ideally direct customer service / relationship experience).
- Experience in the pharmaceutical industry is desirable but not essential.
- Experience driving customer engagement with a human-centric design mindset.
- Proven and sustained track record of designing and executing successful engagement plans and customer experiences across a range of customer types.
- Comfortable dealing with a broad range of data and extracting actionable insights.
- Demonstrated strong project and change management skills and ability to influence internal and external stakeholders
- Deep understanding of Biogen’s diverse set of customers (HCPs, NHS stakeholders etc.) and their evolving needs.
- Customer-centric mindset and omnichannel acumen.
- Extensive knowledge of field-led and digital-first customer engagement channels and how to utilise them to create personalised customer engagement
- plans.
- Experienced in gathering, analysing and presenting customer data from a broad range of sources and through different systems and tools.
- Human-centred design experience preferable.
- Understanding of pharma customer experience.
- Strategic thinking and great project and change management skills.
- Works independently while collaborating proactively with cross-functional partners.
- Able to establish effective relationships with both local and above-market stakeholders.
- Effective communicator and able to influence a diverse range of stakeholders.
- Experienced in dealing with agencies.
- Demonstrates integrity and ethics.

Additional Information

**Why Biogen?**

Our mission to find therapies for neurological and rare diseases is a unique focus within our industry and this shared purpose is what connects us as a team. We work together to overcome obstacles and to follow the science. We are resilient as we strive to make an impact on our patients’ lives and on changing the course of medicine. Together, we pioneer. Together, we thrive.

At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&I efforts

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