Enablement Adoption and Governance Lead

About the Department 

Our Commercial Strategy and Marketing group creates and delivers human-centered experiences, where innovation meets customer-centricity, driving the ultimate experience for our patients. Our focus extends beyond transactions to craft experiences as one fully integrated, aligned and connected organization that puts empathy at the center, powered by insight and foresight.

 

We develop an end-to-end approach to strategy, focusing on every touchpoint that impacts our customers. We leverage data and insights to inform our decision-making processes, ensuring that our strategies are rooted in a deep understanding of customer needs and behaviors. Our 'test and learn’ mindset and approach enables us to iterate rapidly and refine our strategies based on real-world results.

 

We are building an intentional team culture that is made up of diverse skillsets, united by the shared belief that reinvention and learning is what fuels continuous growth. Do you get excited about exploring the unknown? Does the idea of driving value through human-centered design pull you in? Are you ready to experiment with us?

 

The Position

The purpose of the Enablement Adoption & Governance Lead is to drive workflow optimization, streamline processes, reduce inefficiencies, and enhance productivity across the Customer Experience and Marketing Enablement organization. This role involves partnering with senior management and capability owners to implement best practices, governance and methodologies for process improvements and efficiencies. This role will manage workflow technology solutions and work with Employee Experience to ensure training, education and change management strategies are developed as needed. Responsibilities include leading a team focused on omnichannel capability adoption and ensuring smooth transitions to new capabilities, systems, and processes.

 

Relationships

The role of the Enablement Adoption & Governance Lead reports directly into the Next Gen Customer Engagement and Enablement Lead. This role will regularly interface with direct reports and will interface with all other teams across Customer Experience & Marketing Enablement, including Omnichannel Engagement, Experience Operations, Marketing Operations, Experience Intelligence and Strategic Support & Execution. Outside of Customer Experience & Marketing Enablement, the Lead will interface with Commercial Excellence and Innovation, Employee Experience as well and Therapeutic Area leads.

 

Essential Functions

• Strategy & Execution: Champion workflow optimization to streamline processes, reduce inefficiencies, and enhance productivity. Partner with senior management and capability owners to implement best practices, governance, and methodologies for process improvements and efficiencies. Manage the roadmap of workflow management and work with Employee Experience to ensure training and change management strategies developed as needed
• Leadership & Team Management: Lead and develop a team focused on capability adoption through workflow and process optimization and stakeholder engagement. Leading the identification, analysis, and redesign of existing processes to improve efficiency, reduce waste, and enhance organizational effectiveness. Implementing best practices for training and stakeholder engagement to drive continuous adoption and improvement
• Project Management: Liaise with Employee Experience on the design, develop, and delivery of comprehensive training programs to ensure that team members and stakeholders are proficient in new tools and processes, as appropriate. Coordinate change management efforts within CXME to facilitate smooth transitions and alignment ono new systems and processes
• Stakeholder Engagement & Collaboration: Collaborate with stakeholders across departments, including operations, marketing, IT, and senior leadership, to ensure organizational alignment. Engage with stakeholders to gather feedback and make necessary adjustments. Identify, evaluate, and manage relationships with key vendors providing technology and services for customer engagement. Negotiate contracts, ensure vendors meet performance standards, and assess ongoing vendor performance. Collaborate with Employee Experience teams to execute change management plans