Biogen Associate Director of Integrated Customer Solutions US Biosimilars in Weston, Massachusetts
About This Role The US BBU (Biogen Biosimilars Unit) is looking for an Associate Director of Integrated Customer Solutions to identify, develop, and lead the coordination and execution of customer-focused patient and HCP programs that support access and accelerate growth of the US BBU biosimilar products. This individual / team will partner with a wide range of functions across Biogen, including Marketing, Market Access & Reimbursement, Patient Services, and Insights & Analytics to develop critical programs and corresponding educational resources that enable access to US BBU biosimilar products and enhance customer experience. The candidate will report to the Head of Franchise Strategy. * * What You’ll Do * Lead and coordinate cross-functionally the access & fulfillment strategy for US BBU to improve physician and patient access initiatives to support positive customer experience to accelerate growth of US BBU biosimilar therapies * Systematically diagnose access and fulfillment barriers; drive urgency and develop action plans in partnership with marketing, patient services and the broader Market Access & Reimbursement teams while also ensuring communication with appropriate field teams * Lead customer experience mapping by partnering with the Insights & Analytics team to gain deeper understanding for critical stakeholders involved in patient’s accessing therapy across all channels, identify key insights, and pain points/areas of compliant intervention that can be addressed via engagement and/or education to enhance customer experience with our products * Develop hypotheses, stakeholder specific value proposition(s) in collaboration with Brand Marketing, programs, and corresponding education resources to position the Biogen Biosimilar brands for success within respective channels o Partner with Patient Services to transform the customer experience for patients and their providers by identifying solutions for today and shaping white-space innovation for the long-run o Partner with Marketing, Market Access & Reimbursement, and Franchise strategy team members to develop targeted access messaging and innovative solutions to improve provider perceptions of access and pull-through contracted coverage and access wins o For non-traditional customers that influence/impact patients and HCPs, develop innovative programs (and corresponding resources) based on insights to address their needs * Develop KPIs to monitor, measure, and track performance impact of programs * Monitor the competitive landscape and changing market dynamics, particularly related to customer experience and access initiatives, to ensure preparedness for competitive launches Who You Are You are an experienced market access leader who enjoys working with a cross-functional team to glean insights and develop programs that enable patient access to therapy and remove any access-related customer barriers. You are proactive, analytical, customer-focused, a problem-solver, and can think “outside the box” to develop new, creative customer-focused programs. * 10+ years of industry experience in related positions with proven performance in developing market access-focused customer programs * Prior experience collaborating with cross-functional teams to develop and execute new patient and HCP programs * Proven ability to operate within a complex matrix environment and excellent cross-functional collaboration skills * Demonstrated understanding of healthcare stakeholders, how product access is created at the customer and understands the current and future access needs of customers * Demonstrated understanding of buy & bill dynamics (particularly in the Medicare space), formulary management and the growing areas of specialty management inclusive of biosimilars * Strategic thinker with executive leadership and influencing skills * Prior experience interfacing with and presenting to internal executive staff and field-based leaders managing customers Preferred Skills: * Prior marketing experience Education: Bachelor’s degree in business, finance or health policy or related field equivalent experience required; MBA or comparable master’s degree preferred · All your information will be kept confidential according to EEO guidelines.