Head of Omnichannel Excellence (UK)

UCB S.A.; Slough; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

UCB S.A. is seeking a Head of Omnichannel Excellence to lead its transformation journey, requiring extensive experience in digital operations within the pharma sector. You'll manage strategic initiatives to enhance customer experience and drive omnichannel capabilities across Europe, collaborating with various regional teams.

Benefits

Collaborative culture

Innovation-driven environment

Career development opportunities

Qualifications

• 10-15+ years in digital operations or omnichannel.
• Fluency in English required.
• Proven track record in designing digital services.

Responsibilities

• Lead omnichannel transformation over 3-5 years.
• Establish and drive a capability roadmap.
• Develop KPIs and governance frameworks.

Skills

Digital operations

Service delivery

Omnichannel enablement

Performance tracking

Resource planning

Project management

Education

Bachelor’s Degree

Master’s Degree or higher

Tools

SFMC

Analytics

CDPs

GenAI

Job description

Make your mark for patients

We are looking for a Head of Omnichannel Excellence, who is impactful, collaborative, and culturally agile to join our Global Omnichannel team. This position can be based in Brussels, Belgium, Monheim, Germany, or Slough, United Kingdom in our Europe offices. The hybrid role requires a minimum of 40% on-site presence and up to 20% domestic/international travel.

About the role

You will help shape UCB’s omnichannel transformation over the next 3-5 years, leading strategic evolution and embedding these capabilities into regional and country-level operations within Patient Impact. You will serve as a leader and key collaborator with cross-functional enablers.

Who you’ll work with

You will be part of the Global Omnichannel Leadership Team, working closely with regional and affiliate teams across Europe, including Digital Technology (DT), Medical, Compliance, Global Marketing Operations Insights to Impact (I2I), Patient Impact Maximization, Global Asset Teams, and Regional and Local Omnichannel Leads to define, prioritize, and enhance omnichannel capabilities, setting the pace for UCB’s long-term maturity.

What you’ll do

• Define the Vision: Establish and drive a 3–5-year omnichannel capability roadmap, enhancing maturity across global markets in collaboration with cross-functional and regional teams.
• Lead Strategic Integration: Align omnichannel initiatives with Hub service evolution, digital transformation (DT), and Insights to Impact (I2I) for cohesive execution and resource allocation.
• Drive Consistency & Innovation: Champion customer experience design principles, scale best practices, and incorporate local innovations (e.g., GenAI, automation) into global strategies.
• Measure & Optimize Performance: Develop KPIs, feedback loops, and governance frameworks to track adoption, innovation impact, and operational efficiency.
• Foster Collaboration & Learning: Lead knowledge sharing across regions, support talent development, and embed omnichannel capabilities into enterprise learning agendas.
• Inspire Change: Communicate strategy clearly, manage change effectively, and ensure organizational alignment and buy-in across Patient Impact and beyond.

Qualifications

Minimum Experience/Skills:

• 10-15+ years in digital operations, service delivery, or omnichannel enablement, ideally within pharma or regulated industries.
• Fluency in English
• Bachelor’s Degree

Preferred Experience/Skills:

• Master’s Degree or higher
• Proven track record in designing and scaling digital or omnichannel services in global or regional shared services models
• Strong operational and delivery mindset with experience in resource planning, project management, and performance tracking
• Knowledge of omnichannel technology: SFMC, orchestration, DAM, analytics, CDPs, GenAI
• Skilled in service frameworks: intake models, SLAs, KPIs, governance
• Understanding of pharma customer journey design and omnichannel strategy
• Familiarity with global/local execution, regulatory, privacy, and channel nuances
• Languages: proficiency in additional languages such as French, German, Italian, Spanish is highly desirable

Interested? If you're ready to ‘go beyond’ to create value and make your mark for patients, we would love to hear from you!

About us

UCB is a global biopharmaceutical company focused on neurology and immunology, with around 8,500 employees worldwide. We are inspired by patients and driven by science.

Why work with us?

At UCB, we create value beyond completing tasks. We foster a culture of collaboration, innovation, and inclusion, where everyone can grow and carve their own career path to reach their full potential.

UCB is an equal opportunity employer. All decisions are made without regard to protected characteristics. For adjustments during the application process, contact [e-mail]. Please note, inquiries not related to adjustments may not be supported.