Head of Digital Service Transformation & Strategy - Patient Support Services (PSS)

Job Description

Biogen is seeking an innovative and strategic leader to serve as the Head of Digital Service Transformation & Strategy Evolution within the Patient Support Services (PSS) team. This pivotal role will be responsible for the strategic ownership and execution of large strategic projects focused on improving the patient and HCP experience to modernize the business. The PSS Transformation Lead will leverage dedicated resources and work with the PSS team and cross-functional partners to enhance performance and service delivery with the goal of best-in-class patient experience.

These highly visible strategic projects will impact not only the perception of Biogen Patient Support Services with patients and providers across all TAs but will also have the potential to make a significant positive impact on employee experience and development. The individual hired in this role must be solution-oriented, operationally savvy, creative, highly organized, flexible, and adept at handling multiple projects with tight deadlines and multiple stakeholders.

This role owns ongoing planning, evaluation/measurement, and optimization of short-term and long-term program performance to enable impact for the company and patients. This is inclusive of end-to-end patient and provider journeys, as well as all patient support programs and services (onboarding, co-pay, adherence, e-services, hub operations, external landscape/monitoring, and shifting market dynamic).

This role requires a highly collaborative and agile leader to liaise with multiple patient support Centers of Excellence and cross-functional teams, including, but not limited to, Product Strategy, Marketing, Market Access, Field, Compliance, Legal, Data Analytics, IT, and Commercial Learning.

Additionally, they will ensure the consistency of access tools and language to improve efficiency across brands and manage unified PSS messaging. Reporting to the Head of PS Operations, the PSS Evolution and Strategy role will sit on the PS LT and work across multiple internal functions and external vendors to drive innovation with subsequent projects and the evolution of our Biogen Services Support model.

Responsibilities

· Lead the strategic direction and execution for assigned projects across all patient support programs, supporting the transformation of PSS programs to build and maintain best-in-class patient, HCP and caregiver experiences.

· Develop and communicate a visionary roadmap for the transformation of our PSS ecosystem.

· Lead and inspire the team responsible for transformative efforts to achieve strategic and operational objectives.

· Foster a culture of innovation and excellence through coaching and professional development of team members

· Direct horizon scanning activities to identify opportunities to bring external innovation into PSS as a means of achieving best-in-class patient, HCP and caregiver experiences.

· Drive innovative solutions to enhance the capabilities and services of existing brand support programs.

· Drive integration of patient support priorities and program performance with identified product priorities and strategies

· Develop and complete marketplace and competitive landscape assessments inform future state of patient support services required

· Identify and implement new approaches and technologies to improve program efficiency and effectiveness.

· Oversee the strategic planning and execution of new program launches within the PSS ecosystem in collaboration with other therapeutic area leads

· Lead unified PSS messaging, ensuring cohesive messaging and strategic alignment across patient facing functions

· Ensure the consistency of tools and language across all PSS programs, where applicable, to drive efficiency and brand alignment.

· Provide strategic oversight for the operational aspects of transformation efforts, ensuring smooth integration and execution.

· Monitor and measure the impact of transformation efforts, utilizing data and analytics to drive continuous improvement.

· Collaborate with cross-functional teams to align transformative initiatives with overall business objectives.

· Work closely with other cross-functional Patient Services and company teams to support the implementation of patient support strategies.

· Ensure alignment on strategic initiatives and coordinated efforts across brands.

Qualifications

Qualifications

· 12+ years of experience in the pharmaceutical/biotech industry, with a focus on patient support services or related fields.

· Proven track record in leading strategic digital and customer experience transformation initiatives, programs, and managing operational changes

· Bachelor’s degree in a relevant field.

 

Preferred Qualifications

· Advanced degree (MBA or advanced clinical degree) preferred.

· Experience leading large cross-functional commercial initiatives.

· Experience leading and driving enterprise-wide transformation initiatives, including digital transformation, process improvement, and change management

· Experience developing and implementing strategies to enhance the overall customer experience and bring the patient/customer experience to life

· Experience in developing business cases inclusive of expected impact and change management needs

· Strong understanding and experience with FDA or OIG regulations preferred

· Strong understanding of technology infrastructure, technology products, how to design and implement new strategies, and oversee the progress of digital transformation initiatives

· Excellent cross-functional collaboration skills.

· Outstanding interpersonal skills, including building strong working relationships and managing conflict.

· Demonstrates initiative, teamwork, and accountability.

· Superb communication skills, both oral and written.

· Strong organizational skills with the ability to adapt to change in a high-energy and fast-paced environment.

Additional Information

Why Biogen?

We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.

At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&I efforts.

All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. Biogen is an E-Verify Employer in the United States.