Job Title: Global Customer Experience Business Partner
Main Responsibilities- Serve as a trusted strategic partner to global and local franchise teams - proactively identifying omnichannel challenges, proposing concrete solutions, and driving end-to-end ownership from strategy definition to on-the-ground implementation.
- Shape asset-tailored omnichannel strategies in close partnership with cross-functional teams, translating global vision into locally relevant, actionable plans that reflect market realities.
- Lead the translation of global customer experience strategy into GloCal engagement campaigns and fit-for-purpose content plans - bridging the gap between global ambition and local execution.
- Propose and embed innovative approaches - including generative AI and emerging capabilities - to strengthen omnichannel deployment and raise the bar on execution standards across markets.
- Drive change management efforts that accelerate adoption of best-in-class practices, ensuring franchises and markets are equipped and empowered to deliver with impact.
- Partner with franchises to build omnichannel capabilities and ways of working that scale - from global frameworks to local activation.
- Define and track key performance indicators to measure customer experience progress, and translate insights into strategic recommendations - in close partnership with the Insights & Analytics team.
About you - Significant experience (10+ years) in a commercial operations environment, with a strong understanding of how global pharma businesses operate.
- Hands-on experience (3+ years) working in a multi-channel or omnichannel environment.
- Expertise in omnichannel and digital marketing, including content management, process design, and change management.
- Strong project management skills with a track record of driving pace and acceleration.
- Consultative mindset with the ability to influence without authority - you build trust, shape thinking, and move teams forward without relying on hierarchy.
- Exceptional cross-functional collaboration skills - able to gather information from diverse sources, synthesize insights, and consolidate them into clear, actionable recommendations.
- Ability to leverage networks, develop people, coach, give feedback, and empower teams.
- Strong leadership presence and executive communication skills - you engage as a trusted partner, staying focused on what matters most when working with business leaders rather than getting lost in the details.
- Ability to translate complex omnichannel concepts into business-relevant language and provide strategic recommendations that drive decisions.
Why choose us? - Bring the miracles of science to life alongside a supportive, future-focused team.
- Discover endless opportunities to grow your talent and drive your career, whether it's through a promotion or lateral move, at home or internationally.
- Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.
- Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks' gender-neutral parental leave.
- Make your work count by supporting a company that brings life-changing treatments to millions - and is committed to doing right by patients, communities, and the planet
- Drive progress from within by helping simplify, scale, and modernize how a global biopharma business delivers smarter, faster, and more sustainably.
- Support teams across science, medicine, and operations by building better systems, shaping bold strategies, and enabling innovation at speed.
The salary range for this position is:
$178,500.00 - $257,833.33
All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs, and additional benefits information can be found here.
