Director, Customer Experience-Neuroscience

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Summary:

The Director will lead strategy and implementation to drive local market strategy for Neuroscience Customer Experience.
 

The primary focus of this role is to lead our approach to develop and implement local market strategies to help patients start and stay on medication they've been prescribed.  This includes creating new pathways to engage and enroll in customer experience solutions, collaborating with all field teams to identify key organizations and individuals to engage, and providing education to all relevant stakeholders regarding solutions that are available after a prescribing decision.  This individual will work closely with field leaders to become an expert in local market dynamics and help determine and implement how our organization engages to support fulfillment and adherence initiatives at the local level.

The Director will extensively collaborate with all field teams, external organizations, other members of the Customer Experience Team, and home office partners.  This individual will develop a comprehensive understanding of all Customer Experience initiatives and be the primary individual responsible for ensuring our overall customer experience vision is implemented at the local level reflective of dynamics in each individual market.

Responsibilities:

Insight Generation:

• 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 Local Market Strategy

Content Development:

• Develop initiatives responsive to local market insights

External Engagement:

• Engage externally to pull through solutions

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)
• Customer-facing experience is preferred
• Demonstrated ability to work effectively cross-functionally with a positive team mindset and can-do attitude.

Key competencies desired:

• 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.

If you come across a role that intrigues you but doesn't perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Compensation Overview:

The starting compensation range(s) for this role are listed above for a full-time employee (FTE) basis. Additional incentive cash and stock opportunities (based on eligibility) may be available. The starting pay rate takes into