Senior Director, Customer Experience (CX) Strategy

at  BristolMyers Squibb

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 .
At BMS, the Field Medical Excellence (FME) team plays a critical role in ensuring that healthcare professionals are educated on the appropriate use of our medicines and have the information they need to improve outcomes for their patients. We develop strategies, tools, and guidance to empower Medical (Home Office, Market and Field Medical/FM) teams around the globe and ensure that they are aware, informed, engaged, and equipped with the knowledge and skills needed to perform their roles effectively and compliantly.
The Sr. Director WW FM CX Strategy is responsible for developing the global Field Medical Customer Experience (FM CX) strategy and driving the evolution of all FM roles, in alignment with overall business/Therapeutic Area (TA) goals and customer needs.

Key Responsibilities

• Reports to the Head of Field Medical Excellence within the Medical Excellence team
• Serves as a member of the FME Leadership Team
• Develops the global FM CX vision and strategy that guide the engagement approach across all FM interactions at BMS and ensure a seamless, personalized experience and pull-through of the scientific story across key customers (e.g. HCPs, KOLs):
• Collaborates with internal stakeholders to ensure the FM CX strategy is aligned to TA and overall business strategy, including the overall Medical CX strategy.
• Conducts external Thought Leader / HCP research (e.g. through surveys) to collect and analyze insights on external customer needs, perceptions and opportunities, identify gaps and ensure alignment with the FM CX strategy.
• Leads the design and implementation of FM initiatives that improve the overall customer experience, in collaboration with the FME Leadership Team and other internal stakeholders (e.g. IT).
• Develops FM guidance and FM and First-Line Manager (FLM) customer-centric impact metrics / KPIs to clarify FM priorities and ensure consistency across FM performance.
• Collaborates with the FME Leadership Team to develop the overall FM value story and track FM’s impact on the broader organization and share results in appropriate forums e.g., QBRs.
• Drives the innovation and evolution of FM roles through ongoing collaboration with FM Management, the FME Leadership Team and/or other stakeholders:
• Defines the key responsibilities, skills and competencies and ensures WW consistency across all FM roles, in alignment with the FM CX strategy, FM Ways of Working and the New Commercialization Model (NCM)
• Works with the Regional (US and International) Field Medical Excellence Leads to understand FM needs and address them to ensure optimal FM support.
• Contributes to the definition and standardization of training priorities across both new and existing hires; collaborates with WW Medical Learning and FM Management to design and implement global training initiatives.

Qualifications & Experience

• Graduate medical or scientific degree (MD, PhD, Pharm. D, Masters, etc.) or other degree with 10+ years of relevant industry and leadership track record in customer experience.
• Conceptual thinker with the ability to identify creative and innovative customer-centric solutions and to collaborate across different teams to deliver them.
• Ability to acquire and analyze relevant customer data (from various sources) that can be turned into a meaningful action plan.
• Ability to deeply understand the role of FM, its needs and how these are evolving across the industry, and to collaborate with other stakeholders to drive initiatives that address these needs.
• Knowledge of healthcare industry and understanding of environmental/industry trends and their impact on the business and our customers.
• Demonstration of senior leadership across multi-functional and multi-cultural teams (medical, marketing, legal, etc.) within a complex matrix environment.
• Strong communication skills (fluency in English), strong presentation skills to effectively communicate ideas to accomplish challenging objectives, and able to influence others including senior management.
• Proven project management skills, experienced with the Microsoft Office suite (including MS Teams, SharePoint), and experienced with business/process redesign and change management.
• International experience and ability & willingness to travel nationally/internationally (~20% based on requirements).

• Reports to the Head of Field Medical Excellence within the Medical Excellence team
• Serves as a member of the FME Leadership Team
• Develops the global FM CX vision and strategy that guide the engagement approach across all FM interactions at BMS and ensure a seamless, personalized experience and pull-through of the scientific story across key customers (e.g. HCPs, KOLs):
• Collaborates with internal stakeholders to ensure the FM CX strategy is aligned to TA and overall business strategy, including the overall Medical CX strategy.
• Conducts external Thought Leader / HCP research (e.g. through surveys) to collect and analyze insights on external customer needs, perceptions and opportunities, identify gaps and ensure alignment with the FM CX strategy.
• Leads the design and implementation of FM initiatives that improve the overall customer experience, in collaboration with the FME Leadership Team and other internal stakeholders (e.g. IT).
• Develops FM guidance and FM and First-Line Manager (FLM) customer-centric impact metrics / KPIs to clarify FM priorities and ensure consistency across FM performance.
• Collaborates with the FME Leadership Team to develop the overall FM value story and track FM’s impact on the broader organization and share results in appropriate forums e.g., QBRs.
• Drives the innovation and evolution of FM roles through ongoing collaboration with FM Management, the FME Leadership Team and/or other stakeholders:
• Defines the key responsibilities, skills and competencies and ensures WW consistency across all FM roles, in alignment with the FM CX strategy, FM Ways of Working and the New Commercialization Model (NCM)
• Works with the Regional (US and International) Field Medical Excellence Leads to understand FM needs and address them to ensure optimal FM support.
• Contributes to the definition and standardization of training priorities across both new and existing hires; collaborates with WW Medical Learning and FM Management to design and implement global training initiatives