Head of Customer Engagement, Global CE&O

About This Role:

As 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 (CE&O), 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 GCE&O Leadership Team, you will ensure that Biogen remains at the forefront of customer engagement.

What You’ll Do:

• Drive a global omnichannel transformation to deliver a differentiated customer experience.
• Lead and execute key omnichannel and digital capabilities, enhancing efficiencies and flexibility.
• Enhance digital engagements to optimize critical touchpoints with clear guidance across markets.
• Oversee program and omnichannel engagement implementations globally for consistent execution.
• Deliver a comprehensive measurement plan ensuring KPIs are aligned, tracked, and evolved.
• Embed a cohesive social media strategy with guidance, governance, and active measurement.
• Build and lead a global learning and capabilities program focusing on technical and soft skills.
• Collaborate closely with senior stakeholders to align and deliver on learning needs.
• Innovate and drive continuous improvement across the Global CE&O organization.
• Proactively seek new solutions, delivering market analysis and recommendations.
• Apply a continuous improvement philosophy throughout the organization.

Who You Are:

You 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.

Required Skills:

• Minimum 15+ years of experience in the pharmaceutical or biotechnology industry.
• BA/BS degree required; MBA is a plus.
• Significant experience at a senior/executive level with omnichannel and digital solutions.
• Proven track record of driving change management and leading people.
• Advanced analytical and strategic skills in customer excellence.
• Participation in defining and executing global strategy.
• Fluent in English; additional languages beneficial.

Preferred Skills:

• Experience in highly competitive marketplaces.
• Innovative thinking and problem-solving skills.
• Strong personal presence and excellent communication skills.

 

Job Level: Management