Director, Customer Experience- Neuroscience

Role Summary

The Director will lead strategy and implementation to drive education, engagement, and enrollment in the current and future state BMS Neuroscience Customer Experience ecosystem. The primary focus of this role is to lead our approach to provide education to all relevant stakeholders regarding solutions that are available after a prescribing decision. This will include evolving our approach to HCP engagement and direct to patient engagement as well as identifying novel external collaborations. This individual will also identify and implement tech-based solutions that make it easier to seamlessly enroll in BMS solutions. The Director will extensively collaborate with other members of the Customer Experience Team, Consumer Marketing, HCP Marketing, Corporate Affairs, Advocacy, Market Access, IT and all field teams. This individual will develop a comprehensive understanding of all Customer Experience initiatives and be the primary individual responsible for collaborating across teams to create simplified and streamlined pathways for appropriate individuals to engage with our programs.

Responsibilities

• Insight Generation:
  • Collaborate with Business Insights & Analytics to conduct market research and external benchmarking
  • Engage externally with provider and patient groups to learn about their needs and pressure-test ideas to inform expanded and new engagement and enrollment channels
• Strategy:
  • Lead and implement a comprehensive Customer Experience Engagement Strategy
• Content Development:
  • Develop approved programs and materials to educate on Customer Experience offerings
• External Engagement:
  • Engage externally to form and implement novel strategic alliances and external collaborations that deliver intended results.

Qualifications

• Advanced scientific degree and/or preferred
• Minimum 8 years of pharmaceutical or biotechnology experience
• A minimum of three years marketing and/or customer experience with consumer marketing and/or patient services experience preferred
• Cross-functional experience in pharmaceutical or biotechnology field (i.e. field sales, training, analytics)
• Neuropsychiatry experience is preferred
• Customer-facing experience is preferred
• Demonstrated ability to work effectively cross-functionally with a positive team mindset and can-do attitude

Skills

• Customer/commercial mindset
• Demonstrated ability to drive business results
• Collaboration and teaming across a broad spectrum of internal and external partners
• Experience identifying, engaging, and cultivating credibility with customers across the patient care journey
• Demonstrates learning agility and ability to develop and optimize new solutions
• Understands the patient journey and experience
• Has a patient-focused mindset
• Ability to analyze data, such as prescribing patterns, market trends, and patient preferences
• Demonstrated track record of developing and managing an operating budget
• Strong business acumen to understand and analyze business and market drivers and develop, execute, and adjust business plans