Senior Associate Director, Medical Customer Experience Lead (Digital Innovation) - Hybrid

Description

Sr. AD, Medical Customer Experience Lead is responsible for orchestrating medical customer experience through developing campaigns and content strategy through collaboration. The role leads content strategy activities with the TAs and works with agencies on content development to ensure the creation of clear, concise, consistent content for customers. This includes owning partnerships with agencies and content development budgets for medical content creation for the generation of ethical and scientifically rigorous medical content. The Sr AD collects and consolidates insights (new and existing) to inform customer experience strategy, campaigns and content. With a deep understanding of strategic campaign management and a collaborative approach, the Medical Customer Experience Lead works with the therapeutic area and leads a team of Medical Customer Experience Team Members to drive the campaign and tactics forward and ensure the timely and efficient development, execution and measurement of TA specific content.

Duties & Responsibilities

• Leads a team that executes and manages the orchestration of TA aligned medical content development initiatives, including cross functional collaboration, HPRC review, educational campaigns and managing agency deliverables.

• Help coordinate website content and features with Medicine (all functional areas), Global, and Public Relations & Communications colleagues.

• Collaborates with Learning & Capability Development and CDMA Process & Quality Leads to define processes, standards, and trainings to build CDMA capabilities in developing systematic, effective, and scientifically rigorous TA specific medical content.

• Builds strategy for connecting and advancing digital channel engagement through innovation.

• Oversees the selection and management of external agencies in support of content development and implementation.

• Drives alignment across Medicine Excellence, GTM delivery teams, and external 3rd party teams to efficiently plan and produce TA-specific content and medical website standards and best practices

• Works with TAs, Customer Engagement Strategists, A&I, GTM, and Medical Insights & Reporting to gather data and define the strategic direction to analyze, track, and improve the orchestration TA specific activities across CDMA

• Partners with BI’s Analytics & Insights team on reporting and analytics and to conduct market research.

Requirements

• Must understand the US healthcare environment and stakeholders
• 7 years omnichannel experience preferred.
• Demonstrated knowledge in Customer Experience and omnichannel execution; life sciences experience preferred but not required.
• Experience in the area of digital project management / strategy
• Demonstrated understanding of Medical Digital customer engagement technologies, vendors, and application within pharma
• Strong understanding of and network in US Medicine customer environment to enable execution of Medical Digital projects within those environments.
• Demonstrated ability to lead and develop people / teams
• Bachelor's degree in life sciences required; advanced degree preferred; clinical expertise, and/or relevant experience in the disease area within the pharmaceutical industry preferred.
• Clinical expertise, and/or relevant experience in the disease area within the pharmaceutical industry preferred.
• Minimum of 7+ years customer experience / content strategy/ content development function required. Experience within the pharmaceutical industry preferred. Additional work experience around digital project management / strategy is strongly preferred.
• Minimum of 3 years' experience leading and developing people / teams
• Demonstrated understanding of pharmaceutical industry content creation, customer engagement technologies / application & industry regulations.

Eligibility Requirements:

• Must be legally authorized to work in the United States without restriction.
• Must be willing to take a drug test and post-offer physical (if required).
• Must be 18 years of age or older.

Compensation

This position offers a base salary typically between $163,000 and $248,000. The position may be eligible for a role specific variable or performance based bonus and or other compensation elements.  For an overview of our benefits please click here.