Head of Global Digital Customer Experience

Head of Global Digital Customer Experience Location Cambridge, MA (Kendall Square area) :

Head of Digital Customer Experience - Shaping the Future of Engagement at Ipsen

At Ipsen , we are a mid-sized biopharmaceutical company with a bold, entrepreneurial mindset, committed to transforming healthcare. Our Strategic Business Excellence team plays a critical role in ensuring that our commercial strategies and customer engagement models evolve to meet the demands of a rapidly changing landscape.

As we continue to grow, digital transformation is a core part of how we engage with healthcare professionals (HCPs), patients, and key stakeholders . That's where you come in.

The Opportunity

We are looking for a visionary Head of Digital Customer Experience to lead and execute our global digital engagement strategy. In this role, you will: ✅ Define and implement omnichannel strategies to enhance the HCP and patient experience across digital touchpoints ✅ Leverage data and technology to personalize interactions and drive measurable impact ✅ Collaborate cross-functionally with Commercial, Medical, and Digital teams to ensure seamless, customer-centric engagement ✅ Stay ahead of trends in AI, automation, and digital innovation to future-proof our approach

Why Join Ipsen?

• Be at the forefront of digital transformation in a high-growth, global organization

• Drive real impact in a company dedicated to improving outcomes for patients with difficult-to-treat conditions

• Thrive in an empowering, agile culture where innovation and strategic thinking are valued

At Ipsen, our mission is clear: to make a meaningful difference in the lives of patients. If you're passionate about redefining digital engagement in pharma, let's talk

Summary

The Head of Global Digital Customer Experience will lead the development and execution of Ipsen's omnichannel customer experience strategy across the portfolio. This role involves creating a multi-year roadmap to achieve omnichannel mastery, supporting global and local teams in delivering integrated campaigns, and cultivating a Centre of Excellence for innovative technologies. The position requires cross-functional collaboration, stakeholder engagement, and KPI monitoring to optimize customer experience programs. Additionally, the role includes overseeing operations and compliance, driving data-driven optimization, and leading a high-performing team to foster innovation and excellence.

Main Responsibilities

Omnichannel Customer Experience Strategy, Development & Execution:

• Lead the development and implementation of the omnichannel customer experience vision and strategy across the Ipsen portfolio, including the design and execution of a multi-year roadmap designed to bring all Assets and key markets to omnichannel customer experience mastery

• Lead team in supporting Global and Local teams in creating and executing fully integrated go-to-market campaigns and channel strategies that enhance customer experiences, differentiate, and drive business performance in-line with annual strategic objectives

• Cultivate a “Centre of Excellence” (CoE) to continuously evaluate new technologies and innovative approaches, including use of Artificial Intelligence, to enhance customer engagement, brand performance and refine Ipsen's omnichannel capabilities

• Fully leverage the CoE to support the continued adoption, and evolution, of internal products and platforms that facilitate omnichannel customer experience mastery at Global and Local levels

• Support team in collaborating with assets to identify, build and scale appropriate Digital Health solutions to drive “beyond the pill” solutions and further Ipsen's value add and differentiation

Cross-Functional Collaboration, Stakeholder Engagement (including Global to Local) & KPIs

• Partner with all relevant internal teams and functions to drive collaboration with cross-functional Global and local teams, including medical, legal, and regulatory, to deliver Ipsen's omnichannel customer experience roadmap, annually transforming brand claims into personalized campaigns tailored to customer needs

• Oversee omnichannel customer experience initiatives across Assets to effectively target and deliver behavior change across all key stakeholder groups including KOLs, Thought Leaders, HCPs, patients, and care partners

• Partner with key local markets, in-line with Ipsen's Global Brand Team model, to onboard, coach, train and drive the uplift in their omnichannel customer experience capabilities

• Establish and monitor KPIs to assess and optimize the effectiveness of omnichannel customer experience programs, analyzing performance data for continuous improvement within Assets and major markets

• Through assessment of KPIs, campaign metrics, and overall program effectiveness across brands, make recommendations for optimization and scaling across brands, regions and markets

Operations & Compliance:

• Provide oversight to team to ensure all Assets deliver seamless execution of omnichannel campaigns, ensuring compliance with regulatory and data privacy standards across all markets deployed

• Partner with Marketing Excellence to manage omnichannel customer experience inclusion in annual marketing calendar (Global Brand Plans and Country Brand Plans)

Agency & Vendor Management:

• Where required, manage relationships with third-party partners and agencies to ensure delivery of Ipsen's roadmap and ultimately the successful execution of customer experience journeys

• Support management of all external support (agencies, contractors, third-party partners) for building, evolving, and maintaining Ipsen's key digital products and platforms

Data-Driven Optimization:

• Collaborate with Strategic Business Excellence to build tracking platforms and gather insights on campaign performance, using data analytics to optimize Ipsen's strategies

• Drive the implementation of a continuous improvement framework and mindset across campaigns to optimize brand performance, resource utilization and allocation

Leadership & Team Development:

• Lead, manage, mentor, and coach a high-performing team of digital professionals, fostering a culture of innovation, collaboration, strategic and operational excellence

• Serve as a trusted advisor to cross-functional teams, bridging strategy, execution, and data to deliver impactful omnichannel customer experience

• Support build of Ipsen's annual Digital roadmap

Knowledge & Experience

• Bachelor's degree in Marketing, Business Administration, Digital Marketing, or a related field

• Advanced degree (MBA or Master's) in a relevant discipline is preferred

• Certification in Digital Marketing or Omnichannel Strategy

• Proven training in data analytics and AI applications in marketing

• Leadership and management certifications are advantageous

• Proven track record in developing and executing omnichannel customer experience strategies in a global context

• Extensive experience in leading cross-functional teams and managing complex projects across multiple markets

• Strong understanding of digital marketing, data analytics, and emerging technologies, including AI

• Demonstrated ability to cultivate and manage a Centre of Excellence for continuous innovation and improvement