Working with UsChallenging. Meaningful. Life-changing. Those aren't words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You'll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams rich in diversity. Take your career farther than you thought possible.Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us .At Bristol Myers Squibb, our vision is to transform Customers lives through science. A key role to help us achieve this vision is our focus on helping patients through their treatment journey. In Immunology, ensuring we understand the Customer (HCP & patient) experience and getting it right will have a major impact on patient outcomes. We are creating a unique new role within the US Immunology business to help shape the right customer experience.The VP , US Immunology Customer Experience is a senior leadership role responsible for driving end-to-end customer Experience (HCP and patient) across the US Immunology organization ensuring customer experience is integrated across all touchpoints, including sales, marketing, ARM, and digital channels. As part of the US Immunology Leadership Team, this role will focus on four key areas:Defining the Customer Experience Vision and Strategy Building Capabilities and Processes Championing Customer Experience across US Immunology and Neuroscience Performance on key metrics (e.g., fulfillment speed, retention )This role is also expected to gradually build and lead a team (of 2-5) to embed Customer Experience in our capabilities and processes, employees, culture, and mindset across 3 brands (Sotyktu, Zeposia, Orencia,) and 4 disease areas (Dermatology, Rheumatology, Neurology, GI). Our expected outcome of this role is the development and implementation of a roadmap in building industry leading Customer Experience capabilities and processes for Immunology, working with the business franchise teams (sales, marketing, medical) and the operational functions (e.g., Market Access, Customer (HCP & patient) Services, Business Insights & Analytics).This role will leverage data and analytics to deeply understand the patient journey and address challenges and opportunities including (but not limited to) mitigating access challenges, driving speed of fulfillment to commercial product, and creating the best experience and ecosystem for our Customers.This role will lead through influence, manage cross-functional project teams as necessary, and provide matrixed leadership to the broader US Immunology Organization.Responsibilities will include, but are not limited to, the following:
Defining the Customer Experience Vision and Strategy
Create the US IMM Customer Experience Vision and Strategy, in collaboration with business franchise teams (sales, marketing, medical) and the operational functions (e.g., ARMs, Market Access (MAX) including Customer Services, Business Insights & Analytics, WW Customer Capabilities)
Gain full alignment and buy-in of the Customer Experience Vision and Strategy across Customers and HCPs, with the intent to evaluate and refresh on an annual basis
Define Customer Experience Principles based on the assessment of key opportunities and gaps in the customer journey
Develop Customer Experience strategy and priorities for each budget planning cycle, and be accountable for the US IMM Customer Experience budget (proposal, business case, execution)
Create common objectives and foster joint accountability with cross-functional teams with the goal of driving a more meaningful customer experience
Building Customer Experience Capabilities and Processes
Create 3-year roadmap for building of US Immunology Customer Experience capabilities and processes that ensures our position at the forefront of Customer Experience in Immunology and in the industry
Build governance process for Customer Experience to ensure optimal decision-making, prioritization, and trade-offs for each IMM brand while ensuring consistency from a customer and internal viewpoint
Identify internal and external capability needs, optimizations, and expertise to enable successful implementation of the Vision and Strategy through an innovative Customer (HCP & patient)/ HCP ecosystem
Clearly define standards and processes in alignment with brand planning processes and embedded with annual brand planning cycle
Championing Customer Experience across US Immunology
Embed Customer Experience mindset and understanding in the culture of US Immunology
Empower ownership of Customer Experience across brand teams, helping business leaders fully appreciate the importance and impact of Customer Experience
Build Customer Experience measurement framework and measure adoption of Customer Experience mindset and ways of working to enable desired outcomes
Monitor and analyze customer experience metrics to identify trends and opportunities for improvement including but not limited to:
Fulfillment speed
Fulfillment rate
Customer experience scores
Retention (persistence, adherence to therapy)
Qualifications and experience we look for in a candidate:
Minimum of 15 years of pharmaceutical experience with a minimum of 5 years of marketing experience; with P&L management preferred
Expertise in Customer Experience (pharma/biotech, or outside of industry)
Expertise in Customer engagement/ services preferred
Bachelor's degree required; Masters/MBA or advanced educational achievement preferred
Ability to understand end-to-end commercialization, including Strategic Brand Planning, Access and Reimbursement, Market Analytics, Marketing, Customer and Competitive Insights, Brand and Positioning Management
Demonstrated ability and proven track record of success with strategic thinking, problem-solving, and decision-making with a consultative mindset
Ability to lead and influence in a matrixed organization through strong teamwork and collaboration with cross-functional teams and internal/ external partners
Strong EQ and IQ; presence and communication skills, at both the executive and tactical level
Ability and experience with establishing and cultivating strong internal/external networks, with effective stakeholder management skills
People management experience, with the ability to foster and build high-performing teams
Strong operational skills; project/timeline management capabilities
Travel: Up to 25%
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.Uniquely Interesting Work, Life-changing CareersWith a single vision as inspiring as Transforming patients' lives through science™ , every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in an inclusive culture, promoting diversity in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.On-site ProtocolBMS has a diverse occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to [email protected] . Visit careers.bms.com/ eeo -accessibility to access our complete Equal Employment Opportunity statement.BMS cares about your well-being and the well-being of our staff, customers, patients, and communities. As a result, the Company strongly recommends that all employees be fully vaccinated for Covid-19 and keep up to date with Covid-19 boosters.BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.Company: Bristol-Myers SquibbReq Number: R1578105Updated: 2024-04-14 03:41:02.598 UTCLocation: Lawrence Township-NJBristol Myers Squibb is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, pregnancy, citizenship, marital status, gender expression, genetic information, political affiliation, or any other characteristic protected by law.