Overview
You will join the Business Operations & Insights (BIO) team within Omnichannel Excellence as an omnichannel & digital lead supporting upcoming brand launches. In this role, you will ensure a new US Brand or indication is brought to market with high‑impact, measurable, and compliant omnichannel engagement across HCP and Patient audiences. You will leverage an AI-powered next-best-action engine to determine the optimal channel, content, cadence, and customer engagement strategy, delivering seamless, connected experiences that anticipate customer needs and deliver value at every touchpoint. The position reports to the Senior Director, US Omnichannel Engagement and collaborates with cross‑functional teams to bring next‑generation engagement to life, coaching peers on the Engagement team. You will lead the intersection of digital capability and Brand strategy, ensuring engagement touchpoints (email, web, media, social, SEO/GEO, etc.) are data‑informed, insight‑driven, and aligned to Brand objectives and customer needs. This role requires a digitally fluent strategist and trusted Brand partner who connects business objectives with flawless digital execution using Omnichannel excellence principles. There will be strong engagement with senior leadership of new brand launches.
Responsibilities
- Lead Omnichannel/Digital Strategy and Execution: translate launch strategy and brand assets into omnichannel launch plans (journey mapping, channel mix, content sequencing); drive and optimize experiences with support of a Decision Engine
- Build launch‑ready customer experiences across HCP and Patient segments aligned with brand strategy and competitive dynamics
- Ensure all launch touchpoints—from unbranded awareness through branded conversion—are aligned, connected, and measurable
- Brand Partnership: act as the dedicated Omnichannel/Digital Experience Architect for assigned therapeutic area; translate Brand objectives into orchestrated, AI‑enabled customer journeys
- Design engagement flows leveraging next‑best‑action recommendations for customer, channel, content, and cadence
- Guide brand teams on experience design principles, channel appropriateness, and content sequencing per brand objectives
- Serve as a primary contact driving Omnichannel/Digital strategy and End-to-End execution, guiding strategy, journey, campaign planning, digital execution, and customer experience design; ensure Media plan is integrated
- Own End-to-End accountability for planning, execution, and performance of campaigns
- Collaborate with cross‑functional omnichannel teams (Media, Operations, Decision Science) & IT to ensure best‑in‑class planning and implementation
- Partner with cross‑functional stakeholders (PRC, Privacy, Regulatory, IT, Field, Patient Services) to align on support and cross‑functional opportunities
- Guide Brand teams on channel/content appropriateness based on best practices
Digital Operational End-to-End Accountability
- Translate experience designs into actionable business requirements for operational teams
- Act as the key Omnichannel/Digital subject matter expert—translating strategy into business requirement documents for the operations team
- Working with the Omnichannel Capabilities team, ensure campaigns are implemented accurately, compliantly and on time
Digital Fluency / Innovation / AI
- Possess a solid understanding of next‑generation Omnichannel using AI to drive next best actions with customer, content, cadence, and channel
- Stay ahead of digital industry trends including AI‑enabled marketing, next‑best‑action, personalization and emerging patient/HCP engagement channels
Optimization & Continuous Improvement
- Take End‑to‑End accountability for the performance of omnichannel campaigns, ensuring they meet Brand objectives
- Collaborate with Decision Sciences to interpret AI‑driven insights and refine next‑best‑action logic
- Champion tagging, tracking, and reporting readiness from the outset of planning
- Optimize campaigns based on Decision Science Analytics
Qualifications
- Minimum of 10 years\' Omnichannel/Digital engagement healthcare client experience with a focus on strategy, planning, execution in Pharmaceutical, Biotech
- Omnichannel Launch & Engagement expertise. Proven experience leading Omnichannel and digital engagement strategies for brand launches using Decision Engines, with demonstrated ability to translate brand strategy into cohesive, measurable HCP and Patient experiences across the full engagement funnel
- Strategic Execution. Strong capability to own end‑to‑end omnichannel planning, execution, and performance for assigned brands or therapeutic areas, balancing strategic design with hands‑on leadership of delivery
- AI‑Enabled Omnichannel Fluency: Solid working knowledge of AI‑driven next‑best‑action frameworks, personalization, and orchestration engines; ability to partner with analytics and operations teams to apply recommendations for channel, content, cadence, and customer targeting
- Brand Partnership & Influence: Demonstrated ability to serve as a trusted omnichannel thought partner to Brand teams, influencing decisions on experience design, channel mix, content sequencing, and engagement strategy while aligning closely to brand objectives and launch priorities
- End‑to‑End Campaign Accountability: Proven ownership of omnichannel campaigns from planning through execution and optimization, ensuring on‑time, compliant delivery and accountability for performance outcomes
- Digital & MarTech Operational Acumen: Hands‑on experience translating omnichannel strategies and experience designs into clear business requirements for operational and IT teams, with strong understanding of MarTech ecosystems
- Cross‑Functional Collaboration: Demonstrated ability to work across Media, Omnichannel Operations, Decision Science, IT, PRC, Regulatory, Privacy, Field, and Patient Services
- Experience Design & Journey Thinking: Strong skills in customer journey mapping and experience design, ensuring engagement flows are connected and optimized across channels
- Analytics‑Driven Optimization Mindset: Ability to interpret performance data and AI‑driven insights with Decision Science teams to optimize journeys and next‑best‑action logic
Education
- Educational requirements are aligned with senior management expectations
Benefits
- Medical, Dental, Vision, & Life insurances
- Fitness & Wellness programs including a fitness reimbursement
- Short‑ and Long‑Term Disability insurance
- A minimum of 15 days of paid vacation plus end‑of‑year shutdown time off
- Up to 12 company paid holidays + 3 paid days off for Personal Significance
- 80 hours of sick time per calendar year
- Paid Maternity and Parental Leave benefit
- 401(k) with company matched contributions
- Employee stock purchase plan
- Tuition reimbursement up to $10,000 per calendar year
- Employee Resource Groups participation
Legal & Diversity
All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. Biogen is an E‑Verify Employer in the United States.
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