About this role:

This role will own and manage the roadmap and full delivery of assigned Biogen Customer Solutions and other related capabilities. Specific to the assigned Customer Solutions, the role will lead all Business governance to ensure the solution capabilities are meeting the needs of Biogen today and evolve further to meet future requirements across relevant stakeholder groups eg Commercial, Medical, Market Access etc.  He/she will be responsible of the definition of the solution strategy, product management, successful development, implementation, adoption and optimization.

This role requires close collaboration and consultation with key country leads and their end users, as well as very strong collaboration with IT to ensure the technical delivery of the solution. The role requires a continuous improvement mindset and will also proactively consult with the business to identify new and emerging capabilities and solutions to meet the evolving needs of the business empowering teams with relevant and cutting-edge capabilities to enable a superior and differentiated customer experience, considering the balance of both external capabilities and internal solution development. Critical to this role is partnership across Biogen to ensure the continued Business alignment of these capabilities, as is the partnership and collaboration with IT who will support these capabilities from a technical perspective, therefore this role will need to be able to clearly translate capability needs so that IT can develop and operate an agile and cost efficient platform/environment.

This individual will collaborate with key stakeholders including PDC/iCoE/Global CE&O teams, IT, Medical, Market Access, Legal, Regulatory and Compliance to establish innovative ways to enable customer engagement. He/she will act as a product owner, driving change, innovation and positioned as internal subject matter expert in the relevant Customer Solution(s).

Digital /customer solutions will vary over time, currently in scope to be allocated across the CSM team includes MiView, CRM, BiogenLinc, MAYA, REFLEX/FACE, NBA, Content Management (inc IVA/Approved emails), Consent management, NPS, Echo. These solutions will evolve over time as will allocated responsibilities.

What you will do:

Customer Solution Leadership

• Overall business ownership and product management of the customer solution(s) and other related capabilities
• Manage customer solution from strategy to maintenance, including roadmap definition, priorities management and delivery follow up, constant performance assessment.
• Ensure the customer solution delivers to the business need, driving a discipline of feedback to ensure relevancy and value
• Proactively engage across the business to critically review the current capability assessing and identifying short and mid-term opportunities
• Communicate, educate, and train internal stakeholders in order to drive the appropriate level of adoption based on defined market archetype needs
• Prioritise short and longer-term use cases to build new features/capabilities needed to transform and differentiate the customer experience relevant to the Biogen portfolio
• Proactively engage with the business in driving the adoption of the capability, ensuring seamless delivery and executional excellence, including measurement and tracking of utilisation and impact/ROI
• Close collaboration with IT resources to ensure developments, changes / enhancements are planned, prioritised, executed, communicated and trained
• Management of operations resource to manage day to day operational activities
• Lead solution design and approach, ensuring it supports a Global capability but has the flexibility to ensure local needs are met. 
• Partner with business owners to ensure changes are planned and executed without unexpected disruption

Continuous improvement

• Leading innovation and improvement including full engagement in external capabilities, new thinking (eg AI/predictive), market developments & trends
• Proactively seek new solutions and methodologies, delivering regular market analysis, providing complete recommendations with practical application of emerging trends and opportunities to enhance digital solution and data capabilities
• Actively apply continuous improvement philosophy, driving continuous improvement of operational processes

Required Skills:

• 5+ years of experience in the pharmaceutical or biotechnology industry
• Significant experience working across the business at a senior level
• Experience leading and delivering Solutions & data analytics
• Deep understanding of Pharma/Biotech Customer Engagement Models / needs / priorities
• Thorough Business understanding of the potential applications of AI and other advanced analytical approaches
• Proven track record of driving change management internally
• Proven track record in a highly competitive marketplace
• Fluent in English and additional beneficial
• BA/BS degree required. MBA a plus
• Advanced analytical & strategic skills
• Participation/leadership in defining and implementing global strategy
• Credible, dynamic and creative professional with high energy and vision.
• Innovative thinking
• Thrive on challenge and will be highly collaborative, perceptive, an analytical problem solver, and exhibit strategic and innovative agility.
• Someone who manifests trust, and is known for ethics and integrity, and works successfully in a team environment.
• Excellent communication skills and a strong personal presence.

At our newly built, centrally located Warsaw office, our team supports a global organization with dedication and innovation. In this office, where 31 nationalities form our community, we celebrate the strength that comes from differences in backgrounds, experiences, and perspectives. This commitment to fostering a supportive and inclusive workplace has earned us a Great Place to Work Certificate for three consecutive years and Best Places to Work Awards in both Poland and Europe.

What drives us every day is our unique purpose, working passionately to change the lives of patients affected by rare neurological diseases. If our mission resonates with your heart and career aspirations, join our team.

We eagerly anticipate welcoming you to our dynamic and collaborative environment, where together, we make a meaningful impact on a global scale.

Why Biogen?

Our mission to find therapies for neurological and rare diseases is a unique focus within our industry and this shared purpose is what connects us as a team. We work together to overcome obstacles and to follow the science. We are resilient as we strive to make an impact on our patients’ lives and on changing the course of medicine. Together, we pioneer. Together, we thrive.

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