Head of Customer Engagement, Global CE&O

Biogen Idec

Biotechnology

6349 Baar, Zug - Schweiz

Manager / Team Leader

Experteer Overview

As Head of Customer Engagement, you will lead Biogen’s global omnichannel and digital transformation to elevate the customer experience. You’ll manage a cross-functional team and collaborate with Global CE&O, iCoE, and PDC to implement a measurable, test-and-learn approach. You will shape social media governance, KPIs, and learning programs to build future-ready capabilities. This role offers the chance to influence strategy, drive continuous improvement, and keep Biogen at the forefront of customer engagement.

Responsibilities

Drive global omnichannel transformation to deliver a differentiated customer experience
Lead and implement omnichannel and digital capabilities with improved efficiency and flexibility
Enhance digital engagements across markets at critical touchpoints
Oversee global omnichannel engagement programs for consistent execution
Deliver and evolve a comprehensive KPI measurement plan
Embed a cohesive social media strategy with governance and measurement
Build and lead a global learning and capabilities program covering technical and soft skills
Collaborate with senior stakeholders to align learning needs
Foster continuous improvement and seek new solutions with market analysis
Apply a continuous improvement philosophy across the organization

Key requirements

Minimum 15+ years in pharmaceutical or biotechnology industries
Bachelor’s degree required; MBA a plus
Senior/executive level experience with omnichannel and digital solutions
Proven track record in change management and people leadership
Advanced analytical and strategic skills in customer excellence
Experience defining and executing global strategy
Fluent in English; additional languages beneficial

collaborative mindset strong communication strategic thinking omnichannel and digital solutions data-driven measurement and analytics social media governance and strategy

Description

As Head of Customer Engagement, you will lead Biogen’s global omnichannel and digital transformation to elevate the customer experience. You…

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