ED, Launch Excellence & Customer Experience Lead
Compensation Data
This position offers a base salary typically between $220,000 and $350,000. The position may be eligible for a role specific variable or performance-based bonus and or other compensation elements. For an overview of our benefits please click here.
Description
This Executive Director role is responsible for defining and driving the overall strategy related to Launch Excellence, Customer Planning and Customer Experience (CX) in the US, as well as serving as a US point of contact and expert for the Human Pharma (HP) Business Unit to Global and Regional teams.
This leader enables their team of experts to operate strategically with stakeholders across the organization to ensure the high standards that are in place for Launch Excellence, Customer Planning and Customer Experience, are fully understood, lived within the Therapeutic Area (TA) teams and continuously optimized. This role also is responsible for overseeing the successful strategic development and execution of the CX framework, principles and initiatives, and incorporation in customer-facing interactions.
This pillar lead is responsible for influencing the global design and alignment of CXE and Launch Excellence strategy, priorities, capability performance and improvement between the global and US teams.
As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development, and delivery of our products to our patients and customers. Our global presence provides opportunity for all employees to collaborate internationally, offering visibility and opportunity to directly contribute to the companies' success. We realize that our strength and competitive advantage lie with our people. We support our employees in several ways to foster a healthy working environment, meaningful work, mobility, networking, and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.
This is a Ridgefield, CT position (in office).
Duties & Responsibilities
Partners and influences leadership across all functional areas and Executive Stakeholders to ensure strategic alignment with the launch ambition of the organization.
Identify and build strategies on opportunities for US HP Ops to provide innovative services and / or support across the US HP portfolio and action these opportunities.
Oversee CX initiatives; accountable for development customer experience capability within Boehringer Ingelheim; partner with HP to develop the US approach to creating and implementing best-in-class omnichannel experiences across all channels and customer types to drive deeper customer engagement and organizational success.
Ensure the team cultivates a deep understanding of the intersection of customer motivations and business needs and apply a human-centered approach to translating empathy and understanding into meaningful and impactful experiences across the customer journey.
Strategically deploy on-demand agile support for CX initiatives and as needed across US HP Ops and HP and fully integrated and embed design thinking and agile ways of working within the organization, beginning as experts, but then training and developing others.
Based on previous launch learnings, external best practices and key stakeholder feedback, develop and continuously improve a catalog of strategic plans with proven success that will enable strategic deployment for on-demand agile support for CX initiatives and as needed across US HP Ops. Full integrate and embed design thinking and agile ways of working within the organization, beginning as experts, but then training and developing others.
Develop and implement critical success factors for launch and beyond including continuous key performance metrics to monitor progress and impact, providing insights in collaboration with A&I and global partners to support decision making and drive continuous improvement across all asset teams.
Drive strategic Launch Excellence performance and planning within US HP organization to ensure that Asset Teams receive support for launch activities, build and execute strong plans and ensure effective connections with deliverable teams across the organization.
In collaboration with Global, ensure timely HP Ops readiness for multiple upcoming launches.
Oversee the set-up of a customer planning capability (lead) that will take accountability over designing and implementing efficient processes for the execution of IAP, ICP, Carepath and any other processes that will be integrated in the ICP process.
Design, staff, and lead (recruit, hire, coach, develop, motivate, manage and monitor performance) the Customer Experience Excellence, Customer Planning and Asset Management, and the Launch Excellence teams in HP Competencies and Department Specific knowledge, processes and skills. This includes setting job expectations, providing regular feedback, conducting timely MAG Plan reviews, identifying performance challenges, creating action plans and monitoring the effectiveness of those action plans. Complete Career Planning, Succession Planning, and competency assessment to ensure the professional development of members on the team. Ensure continuous upskilling of internal talent is available to remain externally competitive and ahead of industry best practices.
Requirements
Bachelor’s Degree required, advanced degree preferred
15+ years professional work experience, with extensive pharma or related experience (e.g. financial, healthcare, agency, consulting)
Demonstrated expertise 2+ yrs GTM/Ops, Customer Experience (CX), design thinking and agile methodologies/project management
Strong leadership and coaching skills including 2+ years direct people leadership experience and/or 4+ years of experience leading cross functional teams
Proven success working in a highly matrixed organization
Demonstrated ability to work in and lead enterprise wide cross-functional teams
Strong executive presence
Strong leadership and communication skills
Proven ability to effectively interact with and influence senior level management in the company
Ability to mitigate risk and weigh benefit/risk ratio
Demonstrated experience in showing continuous improvement of a function/process and/or Lean Six Sigma preferred