Director, Customer Experience, HCP, Neuropsychiatry (KarXT)

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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 o