Patient Strategy & Experience, Customer Experience Lead

argenx

1d • $240,000 - $330,000 • Remote

About The Position

The Patient Customer Experience (CX) Lead is accountable for establishing and leading the CX discipline within argenx Patient Strategy & Experience. The role develops how argenx understands, designs, delivers, and continuously improves end-to-end experiences for patients and caregivers across the portfolio, therapeutic areas, indications, brands, and stages of the patient journey.

The Lead creates frameworks, methods, standards, and capabilities that translate patient needs, behaviors, and experiences into meaningful experience and business decisions. Using journey design, voice-of-patient insights, Design Thinking, Human-Centered Design, co-creation, experimentation, and rapid prototyping, the role identifies important moments in the patient experience and supports cross-functional partners in designing effective stakeholder experiences.

As a member of the Patient Strategy & Experience leadership team, the Lead serves as a senior integrator of CX across communities and partners with CX leaders and capabilities across argenx. This is a new capability requiring a leader who can build structure from ambiguity, establish the discipline from the ground up, and influence leaders to translate patient insight into measurable experience improvements.

Requirements

• BA/BS degree required.
• Approximately 12–15+ years of relevant experience across Customer Experience, Human-Centered Design, Design Thinking, innovation, or related disciplines.
• Pharmaceutical, biotechnology, or healthcare experience required.
• Deep understanding of CX strategy, experience design, Design Thinking, and Human-Centered Design in healthcare, life sciences, or other complex customer environments.
• Ability to develop end-to-end patient journeys and translate patient needs, behaviors, insights, and pain points into experience priorities and strategic recommendations.
• Practitioner fluency in empathy mapping, journey mapping, persona development, co-creation, prototyping, testing, and iterative experience design.
• Ability to provide structure and strategic direction for ambiguous, early-stage opportunities without an established playbook.
• Strong portfolio thinking, identifying shared experience needs while recognizing differences across diseases and patient populations.
• Demonstrated ability to influence senior and executive stakeholders and cross-community leaders without formal authority.
• Strong analytical orientation and ability to connect qualitative and quantitative patient insights to decisions, investment priorities, and measurable outcomes.
• Ability to translate complex CX findings into actionable business recommendations for senior leaders.
• Strong understanding of digital, data, technology, and AI opportunities and considerations in healthcare experience design.
• Strong understanding of regulatory, legal, compliance, and privacy considerations in biotechnology and pharmaceutical patient experience design.
• Strong communication, facilitation, and storytelling skills for a range of audiences.
• Executive-level communication and presence to represent CX in enterprise governance and portfolio forums.
• Entrepreneurial mindset and demonstrated ability to build capabilities, approaches, or disciplines in an evolving organization.
• Demonstrated experience setting and leading CX, Innovation, or HCD strategy within a complex organization.
• Track record of building or scaling a capability, discipline, program, or way of working from the ground up.
• Significant experience applying HCD, journey mapping, patient or customer insight, and experimentation to improve experiences.
• Demonstrated success influencing senior leaders and cross-community teams in a highly matrixed environment.
• Experience translating patient or customer insight into strategic recommendations, business cases, and organizational action.
• Experience establishing measurement approaches and using insight and performance data to guide prioritization and continuous improvement.
• Experience partnering with Legal, Regulatory, Compliance, Medical, Digital/Technology, and other teams in a regulated environment.

Nice To Haves

• Advanced degree preferred.
• Meaningful experience working in patient-facing environments strongly preferred.
• Innovation, entrepreneurial, or capability-building experience strongly preferred.
• CX and/or Human-Centered Design credentials are a plus, but do not substitute for demonstrated strategic leadership and experience.

Responsibilities

• Define and lead CX strategy and establish the CX discipline across argenx patient services and communities.
• Develop and maintain an integrated, portfolio-level understanding of patient and caregiver journeys across disease areas, populations, and lifecycle stages.
• Establish repeatable approaches for journey mapping, patient personas, touchpoint and channel assessment, and identifying important moments across patient experiences.
• Define how voice-of-patient inputs are gathered, synthesized, prioritized, and translated into strategic priorities and experience decisions.
• Identify experience opportunities, unmet needs, friction points, and journey gaps, and translate them into recommendations for relevant teams.
• Maintain a portfolio-level view of evolving patient needs and experiences to help leadership prioritize attention and investment.
• Keep CX strategy connected to patient, disease, market, scientific, and portfolio developments; codify approaches and learnings into scalable practices.
• Establish Human-Centered Design and Design Thinking as core approaches, including empathy research, co-creation workshops, and design sprints.
• Lead journey design, concept development, co-creation, prototyping, and structured testing with patients and caregivers.
• Translate emerging opportunities into defined experience challenges, hypotheses, pilots, and success measures.
• Build an experimentation model to test, refine, and de-risk CX concepts before broader implementation.
• Identify opportunities for differentiated experiences as argenx expands into new disease areas and patient populations.
• Partner with patient-facing teams and external specialists to apply experience design where it can create the greatest value.
• Incorporate emerging scientific, medical, and portfolio developments into CX planning and bring forward-looking perspectives on experience innovation, technology, and capabilities.
• Serve as the senior CX integrator across Patient Marketing and Engagement Strategy, Patient Support Services, Field Clinical Educators, Patient Advocacy, and other relevant teams.
• Translate patient journeys, insights, and testing into actionable recommendations for teams designing patient programs and interactions.
• Influence leaders to act on CX opportunities while preserving accountability within individual teams for strategy and execution.
• Partner with the Vice President, Patient Strategy & Experience, and represent CX in enterprise strategic planning, portfolio governance, and executive forums.
• Connect with CX leaders across argenx communities to share insights, contribute to common principles and practices, and improve consistency across customer journeys.
• Build partnerships across Commercial, Medical, Digital & Technology, Insights & Analytics, Legal, Regulatory, Compliance, Clinical Trials, and other relevant functions.
• Create ways of working that strengthen alignment across patient-facing teams and reduce fragmentation in the end-to-end patient journey.
• Develop compelling business cases and recommendations to support leadership action and investment decisions.
• Champion patient-centered thinking and help the organization understand how cross-community decisions shape patient experiences.
• Define CX measurement outcomes and indicators and establish consistent measurement approaches that can flex to disease area, population, journey stage, and objective.
• Use CX data, qualitative insights, behavioral signals, and other measures to identify opportunities for continuous improvement.
• Apply an analytical, portfolio-level perspective to prioritization and focus resources where they can create the greatest patient and business impact.
• Partner with Digital & Technology and other teams to identify, design, and deploy technology- and AI-enabled solutions that can improve patient experiences.
• Define the tools, frameworks, standards, and ways of working needed for a scalable CX capability, aligning with broader argenx CX approaches where relevant.
• Build CX and HCD capability across patient-facing teams through training, coaching, and hands-on facilitation.
• Establish external partnerships and specialist resources as needed to supplement internal capability and accelerate development of the discipline.
• Foster patient-centeredness, curiosity, experimentation, learning, and continuous improvement.

Benefits

• Retirement savings plans.
• Health benefits.
• Other benefits subject to applicable plans and program guidelines.
• Eligible to participate in short-term and long-term incentive programs, subject to plan terms and applicable policies.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior