Head of Customer Engagement, Global CE&O

About the role

The Head of Customer Engagement will lead Biogen’s global transformation of omnichannel, digital and social capabilities across priority therapeutic areas, driving a differentiated customer experience.

Key responsibilities

• Define and execute a global omnichannel transformation roadmap, ensuring consistent program implementation worldwide.
• Establish KPIs, measurement plans and test‑and‑learn processes to continuously improve customer experience.
• Lead a global learning and capability program, covering both technical and soft‑skill development.
• Collaborate with Global CE&O, iCoE, product development, regional and in‑country teams to embed future‑ready capabilities.

Required profile

• Minimum 15 years of experience in the pharmaceutical or biotechnology industry.
• Proven senior‑level leadership in omnichannel and digital solutions with strong change‑management track record.
• Strategic, collaborative mindset with excellent communication and ethical integrity.

Required skills

• Advanced analytical and strategic skills in customer excellence.
• Experience defining and executing global omnichannel strategies.