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Position Summary: The Director, Customer Experience, HCP, Neuropsychiatry (KarXT) will lead insight generation, the development of the HCP Cx strategy, solution design considerations, and matrix team development/implementation of KPI measurement for provider-facing customer experience initiatives.
The primary focus of this role is to establish and evolve differentiated experiences for physicians, mid-level practitioners, executives, nurses, case managers, social workers, and other healthcare professionals during all phases of the customer journey with an initial emphasis on supporting patients after a clinical decision was made. The Director will extensively collaborate with BMS Patient Services, Brand and HCP Marketing, and all field teams to develop appropriate content/materials and implement solutions that drive the intended experience. This individual will engage with customers to understand their needs, develop and pressure test solutions, and represent the Customer Experience function with external stakeholders. This individual will serve as the lead for the Neuropsychiatry Customer Experience Steering Committee.
Key Responsibilities:
- Understand and validate market perceptions/challenges/opportunities that address barriers and help to achieve areas of ambition in delivering an extraordinary experience that helps HCPs support patients in starting and staying on their prescribed medication after a clinical decision is made and (future state) during the entire patient journey
- Collaborate with Patient Access Support Services and analytics partners to harmonize and conduct market research that provides insight on our most significant challenges and opportunities
- Engage externally with HCPs to learn about their needs and pressure-test ideas to inform an optimal customer experience
- Engage with our field teams to gain valuable insight that informs organizational prioritization and strategic trade-offs to build an extraordinary customer experience
- Foster a culture of co-creation with HCPs (including physicians, mid-level practitioners, executives, nurses, case managers, social workers, and other healthcare professionals) to incorporate voice of customer and pressure-testing in all that we do
- Lead strategic insights that support the development of the HCP customer experience strategy, driving connectivity and collaboration across all Cx roles and internal partners to ensure alignment and seamless integration with Cx, Brand & HCP Marketing, Patient Access Support Services, and Field roles.
- Leading with strategic insights, effectively partner with Cx related roles and internal partners in the design of relevant programs, services, technologies, and customer experience marketing resources that address prioritized pain points, perceptions, and opportunities.
- Collaborate with all stakeholders (Patient Services, Access, Brand Marketing, Field, etc.) to operationalize and execute customer experience solutions
- Drive a culture of agility and iterative learning process that enables continued improvement and optimization of HCP Cx solutions
- Propose and monitor leading, lagging, diagnostic, and impact metrics that enable a clear assessment of HCP customer experience initiatives
- Proactively collaborate with home office and field-based internal stakeholders to ensure alignment of supporting activities and execution that ladder to an extraordinary Customer Experience (Cx) for HCPs
- Foster a culture of co-creation with HCPs including physicians, mid-level practitioners, executives, allied health professionals, and others to incorporate voice of customer and pressure-testing in all that we do
- Comply with all laws, regulations, and policies that govern the conduct of BMS.
Qualifications & Experience:
- Advanced scientific degree and/or preferred 10+ years of pharmaceutical or biotechnology experience
- A minimum of three years HCP and/or customer experience marketing
- Cross-functional experience in pharmaceutical or biotechnology field (i.e. patient services, field sales, training, analytics)
- Neuropsychiatry experience is preferred
- Demonstrated ability to work effectively cross-functionally with a positive team mindset and can-do attitude.
- 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
- Ability to analyze data, such as prescribing patterns, market trends, and HCP preferences
- Demonstrated track record of leading external processes (RFI, RFP), vendor selection, and managing external agencies/suppliers for optimal execution, and managing an operating budget.
- Strong business acumen to understand and analyze business and market drivers and develop, execute, and adjust business plans.
- Demonstrate a strong sense of learning agility.
- Seeks out and learns from unfamiliar experiences, and then applies those lessons to achieve better results in subsequent situations.
- Holds a high level of integrity and good judgment, in order to navigate the requirements of the role effectively and compliantly in accordance with BMS policies and procedures.
If you come across a role that intrigues you but doesn't perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.
Uniquely Interesting Work, Life-changing Careers With a single vision as inspiring as Transforming patients' lives through science™ , every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in an inclusive culture, promoting diversity in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.
On-site Protocol BMS has a diverse occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:
Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.
BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com . Visit careers.bms.com/ eeo -accessibility to access our complete Equal Employment Opportunity statement.
BMS cares about your well-being and the well-being of our staff, customers, patients, and communities. As a result, the Company strongly recommends that all employees be fully vaccinated for Covid-19 and keep up to date with Covid-19 boosters.
BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.
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