Head of US Customer Engagement Strategy & Innovation

Company Description

About AbbVie

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.

Job Description

The APEX (Analytics and Performance Excellence) team supporting AbbVie’s US Commercial organization is 250+ members strong and growing every day. We comprise highly respected researchers, analysts, and strategists striving to be the gold standard Research & Analytics organization within the biopharmaceutical industry. We serve as strategic in-house advisor and pragmatic compass to Marketing, Sales, and Leadership – ensuring that all decisions are grounded in rigorous intelligence and earned intuition. We look at ‘data’ differently – as an input into insight generation, not an endgame. We appreciate ambiguity but recognize the need for clarity. We work tirelessly to build new capabilities and skill sets, encouraging our team members to pull up a chair, be themselves, be creative, speak their minds, and do good work. Patients depend on us, and we take that very seriously – without taking ourselves too seriously. We are smart, fun, quirky, and innovative – and we’d love for you to join us. 

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. Design, govern, and scale LOOP business models to drive measurable improvements in customer engagement and patient impact. This is a high-impact enterprise architect and governance role for LOOP – creating the conditions for rapid, high-quality execution by brand and field leaders.

Scope & Mandate:
Serve as the US control tower for LOOP; setting strategy for what gets built, scaling capabilities, and measuring impact. Align functions across Integrated Brand Teams, Business Units, Medical, and Patient Services leadership.

Core 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.

Qualifications

• Bachelor’s degree required; advanced degree preferred.
• 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.

Success Measures:

• Standardized LOOP models with brand-level adaptability and consistent adoption.
• Integrated, coherent solutions for IBTs.
• Clear performance data showing LOOP’s business impact.
• Smooth cross-functional delivery with minimal friction.

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the