Head of Digital Service Transformation Strategy - Patient Support Services PSS

Biogen is seeking an innovative and strategic leader to serve as the Head of Digital Service Transformation & Strategy Evolution within the Patient Support Services (PSS) team. This pivotal role will be responsible for the strategic ownership and of large strategic projects focused on improving the patient and HCP experience to modernize the business. The PSS Transformation Lead will leverage dedicated resources and work with the PSS team and crossfunctional partners to enhance performance and service delivery with the goal of bestinclass patient experience.

These highly visible strategic projects will impact not only the perception of Biogen Patient Support Services with patients and providers across all TAs but will also have the potential to make a significant positive impact on employee experience and development. The individual hired in this role must be solutionoriented operationally savvy creative highly organized flexible and adept at handling multiple projects with tight deadlines and multiple stakeholders.

This role owns ongoing planning evaluation/measurement and optimization of shortterm and longterm program performance to enable impact for the company and patients. This is inclusive of endtoend patient and provider journeys as well as all patient support programs and services (onboarding copay adherence eservices hub operations external landscape/monitoring and shifting market dynamic).

This role requires a highly collaborative and agile leader to liaise with multiple patient support Centers of Excellence and crossfunctional teams including but not limited to Product Strategy Marketing Market Access Field Compliance Legal Data Analytics IT and Commercial Learning.

Additionally they will ensure the consistency of access tools and language to improve efficiency across brands and manage unified PSS messaging. Reporting to the Head of PS Operations the PSS Evolution and Strategy role will sit on the PS LT and work across multiple internal functions and external vendors to drive innovation with subsequent projects and the evolution of our Biogen Services Support model.

Responsibilities

Lead the strategic direction and for assigned projects across all patient support programs supporting the transformation of PSS programs to build and maintain bestinclass patient HCP and caregiver experiences.

Develop and communicate a visionary roadmap for the transformation of our PSS ecosystem.

Lead and inspire the team responsible for transformative efforts to achieve strategic and operational objectives.

Foster a culture of innovation and excellence through coaching and professional development of team members

Direct horizon scanning activities to identify opportunities to bring external innovation into PSS as a means of achieving bestinclass patient HCP and caregiver experiences.

Drive innovative solutions to enhance the capabilities and services of existing brand support programs.

Drive integration of patient support priorities and program performance with identified product priorities and strategies

Develop and complete marketplace and competitive landscape assessments inform future state of patient support services required

Identify and implement new approaches and technologies to improve program efficiency and effectiveness.

Oversee the strategic planning and of new program launches within the PSS ecosystem in collaboration with other therapeutic area leads

Lead unified PSS messaging ensuring cohesive messaging and strategic alignment across patient facing functions

Ensure the consistency of tools and language across all PSS programs where applicable to drive efficiency and brand alignment.

Provide strategic oversight for the operational aspects of transformation efforts ensuring smooth integration and .

Monitor and measure the impact of transformation efforts utilizing data and analytics to drive continuous improvement.

Collaborate with crossfunctional teams to align transformative initiatives with overall business objectives.

Work closely with other crossfunctional Patient Services and company teams to support the implementation of patient support strategies.

Ensure alignment on strategic initiatives and coordinated efforts across brands.

Qualifications :

Qualifications

12 years of experience in the pharmaceutical/biotech industry with a focus on patient support services or related fields.

Proven track record in leading strategic digital and customer experience transformation initiatives programs and managing operational changes

Bachelors degree in a relevant field.

Preferred Qualifications

Advanced degree (MBA or advanced clinical degree) preferred.

Experience leading large crossfunctional commercial initiatives.

Experience leading and driving enterprisewide transformation initiatives including digital transformation process improvement and change management

Experience developing and implementing strategies to enhance the overall customer experience and bring the patient/customer experience to life

Experience in developing business cases inclusive of expected impact and change management needs

Strong understanding and experience with FDA or OIG regulations preferred

Strong understanding of technology infrastructure technology products how to design and implement new strategies and oversee the progress of digital transformation initiatives

Excellent crossfunctional collaboration skills.

Outstanding interpersonal skills including building strong working relationships and managing conflict.

Demonstrates initiative teamwork and accountability.

Superb communication skills both oral and written.

Strong organizational skills with the ability to adapt to change in a highenergy and fastpaced environment.

Additional Information :

Why Biogen

We are a global team with a commitment to excellence and a pioneering spirit. As a midsized biotechnology company we provide the stability and resources of a wellestablished business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning growth and expanding their skills. Above all we work together to deliver lifechanging medicines with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.

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.

All qualified applicants will receive consideration for employment without regard to sex gender identity or expression sexual orientation marital status race color national origin ancestry ethnicity religion age veteran status disability genetic information or any other basis protected by federal state or local law. Biogen is an EVerify Employer in the United States.