Head of Global Customer Engagement

About the role

Biogen is seeking a senior leader to drive its global customer engagement strategy. The Head of Customer Engagement will shape the omnichannel vision, enhance digital and social capabilities, and ensure a differentiated experience across priority therapeutic areas.

Key responsibilities

• Lead a global transformation of omnichannel and digital engagement to deliver a consistent, high‑impact customer experience.
• Define and execute digital capabilities, improving efficiency, flexibility, and market‑specific guidance.
• Oversee worldwide program and omnichannel implementation, ensuring alignment across regions and markets.
• Develop and maintain a comprehensive measurement framework with clear KPIs, test‑and‑learn processes, and continuous improvement.
• Establish a cohesive social media strategy, including governance, guidance, and performance tracking.
• Build and run a global learning program to develop technical and soft‑skill competencies.
• Collaborate with senior stakeholders across Global CE&O, iCoE, PDC, regional and in‑country teams to embed future‑ready capabilities.

Required profile

• Minimum 15 years of experience in the pharmaceutical or biotechnology sector.
• Proven senior‑level leadership in omnichannel, digital, and customer‑experience initiatives.
• Strong change‑management track record with the ability to inspire and develop high‑performing teams.
• Strategic thinker with advanced analytical abilities and a focus on continuous improvement.
• Fluent in English; additional languages are a plus.

Required skills

• Experience with omnichannel and digital engagement platforms.
• Advanced analytical and strategic planning skills.
• Change‑management expertise.