Head of Global Digital Customer Experience

Head of Global Digital Customer ExperienceCompany: Ipsen Biopharmaceuticals Inc.About Ipsen:

Ipsen is a mid-sized global biopharmaceutical company with a focus on transformative medicines in three therapeutic areas: Oncology, Rare Disease and Neuroscience. Supported by nearly 100 years of development experience, with global hubs in the U.S., France and the U.K, we tackle areas of high unmet medical need through research and innovation.

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Our passionate teams in more than 40 countries are focused on what matters and endeavor every day to bring medicines to patients in 88 countries. We build a workplace that champions human-centric leadership and fosters a culture of collaboration, excellence and impact. At Ipsen, every individual is empowered to be their true selves, grow and thrive alongside the company’s success. Join us on our journey towards sustainable growth, creating real impact on patients and society

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Job Description: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

• 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.

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 regulator