Associate Director, Customer Experience and Asset Communication
Posted on Apr 6, 2021 by Bristol-Myers Squibb
At Bristol Myers Squibb, we are inspired by a single vision - transforming patients' lives through science. In oncology, hematology, immunology and cardiovascular disease - and one of the most diverse and promising pipelines in the industry - each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.
Associate Director, US ZEPOSIA® Customer Experience and Asset Communication
This role is responsible for driving efforts to optimize customer experience across the US ZEPOSIA® Brand, including for both multiple sclerosis and IBD.
This position will play a central role in creating a seamless patient and prescriber end-to-end journey, leveraging insights from primary and secondary sources, internal expertise, and on-going customer experiences.
This role will drive the evolution of the customer model with a focus on our culture, the way we deliver value to our customers.
Support US Brand, across MS and UC, by leading development of a seamless end-to-end customer experience, by identifying pain points that would result in increased customer satisfaction and improved adherence; help create a differentiated offering in a crowded market
Play a key role in participating in informing primary research, ad boards, etc. where Brand customer experience is tightly integrated
Work with Matrix partners to drive analytics of secondary datasets to understand patient journey within a specific indication (ie, MS and UC); create benchmarks of turnaround times from first diagnoses to first fill
Work with Patient Services and SP Trade partners to help optimize existing patient journey across indications to achieve best in class customer experience as compared to industry standards
Serve as the critical bridge between the field teams (both MS and UC) including but not limited to sales, FRMs, RMKs through a customer lens ensuring consistency in expectations and messaging across all channels of customer communication
Participate on multi-disciplinary teams to help develop qualitative and quantitative methods that will ensure customer experience is at front and center of launch and post-launch interactions
Work with existing and new vendors to develop innovative approaches that will help drive customer engagement across MS and UC through digital and other channels
Drive Matrix discussions to share best practices from internal and external data and primary insights to continually challenge and enhance existing journeys
Ensure consistency of story and messaging across indications, therapeutic areas and customers where appropriate
Monitor activities and events across indications/therapeutic areas and proactively plan for and execute appropriate messaging/communications.
Bachelor's degree (MBA helpful, but not required)
5-7 years industry (pharmaceutical/biotech or related agency) experience in brand marketing or related function
Demonstrated success in commercial roles
Ability to work effectively across all levels of Matrix organization
Demonstrated ability to successfully navigate internal review processes
Immunology/Ulcerative Colitis (US)/Multiple Sclerosis (MS) market experience preferred
Launch experience preferred
Strong knowledge and experience with secondary data analytics and primary research insights required
Excellent written and oral communication skills required
MS Powerpoint and Excel proficient