Director, Customer Experience, Patient and Care Partner (KarXT)

Working with Us
Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams rich in diversity. Take your career farther than you thought possible.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us.

Bristol Myers Squibb has a rich history in Neuroscience focused on developing innovative medicines to help people living with Neurodegenerative and Neuromuscular conditions. Bristol Myers Squibb currently markets a product in Neurology and plans to re-enter the Psychiatry market with a focus on patients suffering with schizophrenia. BMS is a global biopharmaceutical company leading the way in medical innovation to help patients live longer, better lives. Our purpose as a company is to discover and develop therapies that will change the course of human health. We value our passion for patients, quest for innovation, and spirit of independence and love of challenge.

Position Summary:
The Director, Customer Experience, Patient and Care Partner, Neuropsychiatry (KarXT) will lead insight generation, the development of the patient and care partner Cx strategy,, solution design considerations, and matrix team development/implementation of KPI measurement for patient/care partner customer experience initiatives.

The primary focus of this role is to establish and evolve differentiated experience(s) for patients and the care partners who support them during all phases of the patient/customer journey, with an emphasis on supporting patients after a clinical decision was made.  The Director will extensively collaborate with BMS Patient Access Support Services, Consumer Marketing, Corporate Affairs, Advocacy, and all field teams to develop appropriate content/materials and implement solutions that drive the intended experience.  This individual will seek to understand customer/patient perceptions vs. realities and support validation of needs, pressure test solutions, and in collaboration with BMS internal partners, represent the Customer Experience function as needed with patient groups.

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 supports 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 patient groups to learn about their needs and pressure-test ideas to inform an optimal customer experience

• Lead strategic insights that support the development of the patient and care partner customer experience strategy, driving connectivity and collaboration across all Cx roles and internal partners to ensure alignment and seamless integration with Cx, Brand/Consumer 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.

• Lead the evolution of customer experience to include a comprehensive end-to-end focus on the patient journey (pre- and post-Rx) and lead the personalization strategy for Cx

• Lead the development and delivery of a “peer connect” strategy to help patients and care partners engage with other patients and care partners to benefit from their lived experience

• Collaborate with all stakeholders (Patient Access Support Services, Access Strategy, Consumer Marketing, Corporate Affairs, Advocacy etc.) to operationalize and execute customer experience solutions