Responsibilities

• Enterprise Customer Engagement & Experience Strategy
• - Set and lead the enterprise HCP customer engagement and experience strategy across therapeutic communities, brands, indications, and lifecycle stages.
• - Translate HCP Experience priorities into clear engagement principles, experience standards, and cross-community ways of working.
• - Maintain the enterprise view of customer needs, journey pain points, engagement opportunities, and experience gaps, elevating customer insights to inform senior decision-making.
• - Establish an integrated HCP engagement framework connecting customer insights, journey design, cross-functional planning, TLL / KOL engagement, omnichannel activation, and performance measurement.
• - Coordinate engagement planning across Commercial, Medical Affairs, Clinical Development, Field, and therapeutic communities to improve prioritization and reduce fragmented or duplicative outreach.
• - Shape journey design, voice-of-customer integration, and experience measures that improve the relevance, consistency, and impact of HCP interactions.
• - Define requirements for customer visibility and engagement orchestration tools in partnership with Digital and enterprise technology teams.
• TLL & KOL Leadership
• - Lead and develop the TLL field organization responsible for strategic thought leader engagement, customer insight generation, and coordination of priority external relationships.

Requirements

• BA/BS required; advanced degree preferred.
• 15+ years of relevant commercial experience in biotech or pharmaceuticals, including significant leadership experience in HCP marketing, customer experience, TLL / thought leader engagement, or therapeutic area leadership.
• Experience leading sizable field-facing or customer-facing teams in a complex network of empowered teams environment.
• Demonstrated leadership of HCP customer experience, enterprise KOL engagement, customer planning, and cross-functional engagement in specialty, rare disease, immunology, neurology, biologics, or other complex treatment markets.
• Strong understanding of HCP customer journeys, peer influence models, KOL engagement, TLL leadership, omnichannel engagement, and customer experience strategy.
• Demonstrated ability to establish scalable engagement standards and governance, develop talent, and lead through organizational growth, ambiguity, and change.

Benefits

• This job is eligible to participate in our short-term and long-term incentive programs, subject to the terms and conditions of those plans and applicable policies. It also includes a comprehensive benefits package, including but not limited to retirement savings plans, health benefits and other benefits subject to the terms of the applicable plans and program guidelines.