Senior Director, Innovation and Digital Customer Experience, Neuropsychiatry

Working with Us
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Summary

The Senior Director, Innovation and Digital Customer Experience, Neuropsychiatry will be responsible for identifying and implementing data-driven innovative solutions that transform the Neuropsychiatry customer experience across all stakeholders resulting in value creation for the customers we serve.

The primary focus of this role is to integrate data science and transformative thinking into the customer experience strategy.  This individual will be expected to leverage their understanding of data science and emerging digital technologies with an entrepreneurial and innovative spirit to ask brave questions, examine problems through a multi-dimensional lens, and help BMS identify and incorporate new solutions to tackle our highest-priority friction points.  This will result in new test and learn programs, BMS “firsts” and new insights that can be used to accelerate/modify/introduce new programs and services that improve experience across all stakeholders.  This individual will serve as the lead to identify new and innovative ways to gain insight and data from customer experience programs and solutions that allows for the organization to continue learning and evolving. 

Responsibilities:

Insight Generation:

• Partner across the organization (Technology, Analytics, Medical, Marketing, Patient Services, Corporate Affairs, and others) with intellectual curiosity to develop a plan to seek answers to our most challenging questions
• Use formal, informal, and tech-enabled methods to gather information and, in collaboration with Technology and Analytics, synthesize information to yield deep insights about performance and opportunity that shapes Neuropsychiatry Cx strategy
• Serve as lead to ensure customer experience programs and solutions enable data and insight extraction to drive a cultural of continuous learning and innovation in all of our initiatives

Solution Identification and Design:

• Identify tech-based solutions and/or opportunities to build new solutions partnering with the technology team and collaborate across the organization to implement; work with colleagues within and outside of business function to ensure that new solutions are seamlessly integrated into broader customer experience ecosystem
• Drive agility and iterative learning process that enables continued improvement and optimization of all solutions

Collaboration and Teaming:

• Foster a culture of co-creation with HCPs, patients, care partners, and other external stakeholders to incorporate voice of customer and pressure-testing in all that we do; utilize a variety of methods to conduct testing, make recommendations for project enhancements based on learnings, and implement changes to continually challenge the status quo and improve products and services
• Collaborate with all stakeholders (Technology, Analytics, Medical, Marketing, Patient Services, Corporate Affairs, and others) to operationalize and execute customer experience solutions
• Comply with all laws, regulations, and policies that govern the conduct of BMS. 

Qualifications:

• Minimum of 10+ years of healthcare experience preferred
• Advanced scientific degree preferred
• A minimum of three years in a data scientist or other role with demonstra