Stellenbeschreibungph3About This Role /h3pAs the Head of Customer Engagement, you will spearhead the transformation of Biogen’s global customer engagement vision and roadmap, enhancing our omnichannel, digital, and social capabilities across priority therapeutic areas. You will lead and motivate a dynamic team to achieve end-to-end omnichannel and digital excellence, fostering continuous innovation and strengthening our social media strategies. A critical aspect of your role will be to establish clear KPIs, implement disciplined test-and-learn methodologies, and sustain improvements in customer experience. Your impact will be realized through strong matrix leadership and collaboration with Global Center of Excellence and Operations (CEO), International Center of Excellence (iCoE), Global Product Development and Commercialization (PDC), regional teams, and in-country cross‑functional teams to build future‑ready capabilities. As a key member of the GCEO Leadership Team, you will ensure that Biogen remains at the forefront of customer engagement. /ph3What You’ll Do /h3ulliDrive a global omnichannel transformation to deliver a differentiated customer experience. /liliLead and execute key omnichannel and digital capabilities, enhancing efficiencies and flexibility. /liliEnhance digital engagements to optimize critical touchpoints with clear guidance across markets. /liliOversee program and omnichannel engagement implementations globally for consistent execution. /liliDeliver a comprehensive measurement plan ensuring KPIs are aligned, tracked, and evolved. /liliEmbed a cohesive social media strategy with guidance, governance, and active measurement. /liliBuild and lead a global learning and capabilities program focusing on technical and soft skills. /liliCollaborate closely with senior stakeholders to align and deliver on learning needs. /liliInnovate and drive continuous improvement across the Global CEO organization. /liliProactively seek new solutions, delivering market analysis and recommendations. /liliApply a continuous improvement philosophy throughout the organization. /li /ulh3Who You Are /h3pYou are a visionary leader passionate about transforming customer engagement through innovative omnichannel and digital strategies. Your collaborative nature enables you to work seamlessly with diverse teams, and your strategic mindset allows you to navigate complex challenges with agility. You thrive on continuous improvement and possess an innate ability to inspire and develop your team. Your ethical integrity and strong communication skills position you as a trusted partner across the organization. /ph3Required Skills /h3ulliMinimum 15+ years of experience in the pharmaceutical or biotechnology industry. /liliBA/BS degree required; MBA is a plus. /liliSignificant experience at a senior/executive level with omnichannel and digital solutions. /liliProven track record of driving change management and leading people. /liliAdvanced analytical and strategic skills in customer excellence. /liliParticipation in defining and executing global strategy. /liliFluent in English; additional languages beneficial. /li /ulh3Preferred Skills /h3ulliExperience in highly competitive marketplaces. /liliInnovative thinking and problem‑solving skills. /liliStrong personal presence and excellent communication skills. /li /ulh3Job Level /h3pManagement /ph3Equal Employment Opportunity /h3pAll qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. /ppBiogen is an E‑Verify Employer in the United States. /p /p #J-18808-Ljbffr
