Executive Director, Customer Experience, Neuroscience Commercialization

Bristol Myers Squibb•Princeton, NJ

About The Position

Challenging. 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. 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 . Summary: The Executive Director, Customer Experience will lead a team focused on evolving patient and care partner customer experience, identifying, developing, and implementing external strategic alliances, executing local market initiatives, and preparing for our future in neuroscience. The primary focus of this role is to help patients start and stay on medication they’ve been prescribed. This will be accomplished by leading a team to deliver exceptional solutions at the national and local level and to identify and create new pathways to engage and enroll in these solutions. This role will involve a significant amount of internal collaboration with cross-functional leaders across the organization, including leaders of all field teams. Externally the Executive Director will be responsible for enhancing and building strategically aligned alliances with key customers and stakeholders in the behavioral health field. This individual will also build plans for the launch of new solutions to support future indications in Neuroscience.

Requirements

Advanced scientific degree and/or preferred
Minimum 15 years of pharmaceutical or biotechnology experience
A minimum of five years marketing and/or customer experience with consumer marketing and/or patient services experience preferred
Cross-functional experience in pharmaceutical or biotechnology field (i.e. field sales, training, analytics)
Customer-facing experience is preferred
Demonstrated ability to work effectively cross-functionally with a positive team mindset and can-do attitude.
Key competencies desired: Customer/commercial mindset
Demonstrated ability to drive business results
Collaboration and teaming across a broad spectrum of internal and external partners
Experience identifying, engaging, and cultivating credibility with customers across the patient care journey
Demonstrates learning agility and ability to develop and optimize new solutions
Understands the patient journey and experience. Has a patient-focused mindset.
Ability to analyze data, such as prescribing patterns, market trends, and patient preferences
Demonstrated track record of developing and managing an operating budget
Strong business acumen to understand and analyze business and market drivers and develop, execute, and adjust business plans.

Responsibilities

Insight Generation: Engage externally with provider and patient groups to learn about their needs and pressure-test ideas to inform evolved solutions, new solutions, and expanded & new engagement and enrollment channels
Strategy: Lead and implement a comprehensive Customer Experience strategy impacting patients and their care partners
Build the customer experience roadmap to go-to-market in new indications
Team Leadership: Build a high-performance team and culture
Support the development of team members
Continuously assess opportunities to evolve and optimize structure to support dynamic business needs
External Engagement: Engage externally to build significant relationships and forge and advance strategic alliances
Artificial Intelligence: Demonstrate continued learning agility and embrace new ways of work
Analytics and Metrics: Identify and implement KPIs across customer experience solutions; interpret all forms of data and make recommendations based on data-driven insights

Benefits

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.
Medical, pharmacy, dental and vision care.
Wellbeing support such as the BMS Living Life Better program and employee assistance programs (EAP).
Financial well-being resources and a 401(K).
Financial protection benefits such as short- and long-term disability, life insurance, supplemental health insurance, business travel protection and survivor support.
Work-life programs include paid national holidays and optional holidays, Global Shutdown Days between Christmas and New Year’s holiday, up to 120 hours of paid vacation, up to two (2) paid days to volunteer, sick time off, and summer hours flexibility.
Parental, caregiver, bereavement, and military leave.
Family care services such as adoption and surrogacy reimbursement, fertility/infertility benefits, support for traveling mothers, and child, elder and pet care resources.
Other perks like tuition reimbursement and a recognition program.

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