Head of US Customer Engagement Strategy & Innovation

AbbVie•Mettawa, IL

5h•Onsite

About The Position

The Head of US Customer Engagement Strategy and Innovation will lead AbbVie’s LOOP transformation – our AI-enabled customer omnichannel engagement model – across Commercial, Patient Services, and Medical. This role is responsible for designing, governing, and scaling LOOP business models to drive measurable improvements in customer engagement and patient impact. It is a high-impact enterprise architect and governance role for LOOP, creating the conditions for rapid, high-quality execution by brand and field leaders. The role serves as the US control tower for LOOP, setting strategy for what gets built, scaling capabilities, and measuring impact, while aligning functions across Integrated Brand Teams, Business Units, Medical, and Patient Services leadership.

Requirements

Bachelor’s degree required
15+ years of experience in a healthcare, biopharmaceutical, or comparable regulated industry experience, strongly preferred.
Proven executive presence and influence-based leadership in highly matrixed environments.
Strategic thinker who simplifies complexity.
Collaborative, able to challenge the status quo.
Skilled in planning, coordination, and conflict resolution.

Nice To Haves

advanced degree preferred

Responsibilities

LOOP Model Strategy & Design: Create standardized, scalable LOOP business models aligned to BU needs. Translate business requirements into capability demands for digital and tech teams. Ensure deployment readiness and comprehensive change management.
Cross-Functional Orchestration & Governance: Act as the single point of contact across commercial, medical, tech, and patient services teams. Drive alignment, resolve interdependencies, and maintain transformation momentum.
Performance & Impact Management: Define KPIs with analytics partners to measure adoption and real-world impact. Establish dashboards and governance routines. Use insights to continuously refine models and capabilities.
Delivery Oversight & Quality Assurance: Ensure timely, effective delivery from internal teams and partners. Hold teams accountable for outcomes and maintain high standards.