VP, US Immunology Customer Experience

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At Bristol Myers Squibb, our vision is to transform Customers lives through science.  A key role to help us achieve this vision is our focus on helping patients through their treatment journey.  In Immunology, ensuring we understand the Customer (HCP & patient) experience and getting it right will have a major impact on patient outcomes. We are creating a unique new role within the US Immunology business to help shape the right customer experience.

The VP, US Immunology Customer Experience is a senior leadership role responsible for driving end-to-end customer Experience (HCP and patient) across the US Immunology organization ensuring customer experience is integrated across all touchpoints, including sales, marketing, ARM, and digital channels.  As part of the US Immunology Leadership Team, this role will focus on four key areas:

Defining the Customer Experience Vision and Strategy Building Capabilities and Processes Championing Customer Experience across US Immunology and Neuroscience Performance on key metrics (e.g., fulfillment speed, retention)

This role is also expected to gradually build and lead a team (of 2-5) to embed Customer Experience in our capabilities and processes, employees, culture, and mindset across 3 brands (Sotyktu, Zeposia, Orencia,) and 4 disease areas (Dermatology, Rheumatology, Neurology, GI). Our expected outcome of this role is the development and implementation of a roadmap in building industry leading Customer Experience capabilities and processes for Immunology, working with the business franchise teams (sales, marketing, medical) and the operational functions (e.g., Market Access, Customer (HCP & patient) Services, Business Insights & Analytics).

This role will leverage data and analytics to deeply understand the patient journey and address challenges and opportunities including (but not limited to) mitigating access challenges, driving speed of fulfillment to commercial product, and creating the best experience and ecosystem for our Customers.

This role will lead through influence, manage cross-functional project teams as necessary, and provide matrixed leadership to the broader US Immunology Organization.

Responsibilities will include, but are not limited to, the following:

1.  Defining the Customer Experience Vision and Strategy

• Create the US IMM Customer Experience Vision and Strategy, in collaboration with business franchise teams (sales, marketing, medical) and the operational functions (e.g., ARMs, Market Access (MAX) including Customer Services, Business Insights & Analytics, WW Customer Capabilities)
• Gain full alignment and buy-in of the Customer Experience Vision and Strategy across Customers and HCPs, with the intent to evaluate and refresh on an annual basis
• Define Customer Experience Principles based on the assessment of key opportunities and gaps in the customer journey
• Develop Customer Experience strategy and priorities for each budget planning cycle, and be accountable for the US IMM Customer Experience budget (proposal, business case, execution)
• Create common objectives and foster joint accountability with cross-functional teams with the goal of driving a more meaningful customer experience

2. Building Customer Experience Capabilities and Processes

• Create 3-year roadmap for building of US Immunology Customer Experience capabilities and processes that ensures our position at the forefront of Customer Experience in Immunology and in the industry
• Build governance process for Customer Experience to ensure optimal decision-making, prioritization, and trade-offs for each IMM brand while ensuring consistency from a customer and internal viewpoint
• Identify internal and external capability needs, optimizations, and expertise to enable successful implementation of the Vis