Customer Experience Marketing Lead - Patient Services

Make your mark for patients

We are looking for a Customer Experience Marketing Lead - Patient Services to join our US Immunology Patient Services Strategy team

About the role

The Marketing Lead Customer Experience will play a key role in shaping UCB's Patient Services Strategy to ensure an exceptional experience for Customers (Providers, Prescribers, and Office Staff). The successful incumbent will assist in building UCB's leadership position in the Immunology market by elevating the awareness, use and impact of the Customer services platform as an integral part of the brand choice.

Who'll you'll work with

This role will work closely with Patient Services Strategic Operations, Field Reimbursement and Specialty Pharmacy Teams, Market Access and HCP Marketing teams and is tasked with elevating and transforming our support services to drive UCB market leadership to create a competitively differentiated patient and Customer experience.

What you'll do

• Assist with the development and lead the execution of customer-centric marketing strategy to enhance the overall experience and awareness of patient support for patients on a UCB Immunology product.

• Ensure the Customer perspective is accurately represented in all patient services marketing materials, maintaining alignment with the Patient services brand strategy and oversee the development of post-prescription content and campaigns that increase education, awareness, and connection to available patient support.

• Work closely with healthcare providers and their office staff (RNs, MAs, OPMs, and BCs) and internal stakeholders to build strong relationships and ensure a unified approach to available access, reimbursement, and coverage support.

• Lead the design and implementation of peer-to-peer education programs that empower office staff (RNs, MAs, OPMs, and BCs) to understand available access, reimbursement, and coverage support for patients and collaborate with legal, privacy and regulatory teams to ensure compliance to industry standards.

• Drive digital initiatives to enhance Customer engagement, leveraging technology to provide valuable resources and support and work with internal analytics to monitor and optimize the effectiveness of Customer engagement strategies.

• Drive Patient services brand equity through measurable awareness, perception, and increased utilization.

• Establish and maintain quality processes to ensure that Patient support aligns with regulatory requirements and industry standards and conduct regular audits of Customer communication materials to ensure accuracy and compliance.

• Develop and refine key performance indicators (KPIs) as needed to measure the impact and success of Customer focused patient support, websites, CRM and other post prescription marketing initiatives and provide regular reports and insights to leadership.

• Collaborate with Patient services colleagues to ensure effective, impactful, and accurate representation of the Patient services brand to customers.

• Define and develop Patient support, information, education, and resources for Customers, including the coordination and execution of market research and advisory boards to gain Customer insight as needed.

Interested? For this role we're looking for the following education, experience and skills

• BS/BA degree; MBA preferred.

• 6+ years in Healthcare Sales or Marketing with a track record of meeting and exceeding targets.

• Specialty Pharmaceutical experience preferred. Launch experience a plus.

• 2+ years experience in Patient Services, Market Access or Healthcare Provider Marketing within the pharmaceutical, device, or healthcare industry is preferred.

• Proven understanding of both buy & bill and specialty pharmacy treatment pathways where the patient and healthcare provider experience is impacted.

• Demonstrated experience working within a matrix environment and successfully partnering with key internal stakeholders as well as leveraging sales forces to execute tactics and accomplish key objectives

• Prior experience working with agencies of record to deliver tactical plans on time and on budget required.

• Strong understanding of regulatory compliance, privacy, and HIPAA requirements.

• Experience with patient advocacy groups and community engagement is a plus.

• Ability to travel approximately 30% of the time.

Internal applicants should be in their current job for at least 12 months, must meet performance standards and are not on formal corrective/disciplinary process (PIP), warning, final warning, or compliance warning letters within the last 12 months. Please inform your Manager or your Talent Partner before applying to any internal job opportunities.

As an Equal Opportunity Employer, we are open to all talent, and adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on US-Reasonable_Accommodation@ucb.com for application to US based roles. Please note should your enquiry not relate to adjustments; we will not be able to support you through this channel.

Requisition ID: 87495

Recruiter: Rachel Kielb

Hiring Manager: Madeline A Ross

Talent Partner: Samuel Joseph Corvah

Job Level: MM I

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