Head of Digital Transformation Patient Services

NCBiotech; Raleigh (NC); Hybrid; USD 222,000 - 305,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life

Fitness reimbursement

Disability insurance

Vacation + shutdown

Holidays + Personal days

Sick time

Parental leave

401(k) match

Employee stock purchase plan

Tuition reimbursement

ERGs

Job summary

Biogen seeks a Head of Digital Transformation Patient Services to guide the evolution of its Patient Support Services, shaping strategy and driving cross‑functional initiatives across Product Strategy, Marketing, and IT to enhance patient and provider experiences through digital technology.

The role blends strategic leadership with hands-on program optimization, analytics, and change management, with a hybrid schedule requiring on‑site presence 3 times per week in Raleigh, NC.

Qualifications

• 12+ years in pharma/biotech with patient support exp.
• Proven track record leading digital and customer experience transformation initiatives.
• Bachelor’s degree in a relevant field.
• Strong organizational skills and ability to adapt in a high-energy, fast-paced env.
• Expected onsite presence 3×/week with some travel.

Responsibilities

• Lead the strategic direction and execution for patient support programs.
• Develop and communicate a visionary roadmap for transforming the PSS ecosystem.
• Inspire and lead a team focused on achieving strategic and operational objectives.
• Foster a culture of innovation through coaching and professional development.
• Direct horizon scanning to bring external innovations into PSS.
• Drive innovative solutions to enhance existing brand support programs.
• Integrate patient support priorities with identified product strategies.
• Conduct marketplace and competitive landscape assessments to inform future needs.
• Identify and implement new technologies to improve program efficiency.
• Oversee planning and execution of new program launches within the PSS ecosystem.
• Lead unified PSS messaging with cross-functional alignment.
• Ensure consistency in tools and language across all PSS programs.
• Monitor and measure impact using data analytics.
• Collaborate with cross-functional teams to align initiatives with business objectives.
• Support the implementation of patient support strategies across company teams.

Skills

Digital transformation

Strategic leadership

Healthcare/Pharma experience

Change management

Stakeholder alignment

Education

Bachelor's degree

MBA (preferred)

Tools

Salesforce Health Cloud

Job description

About This Role:

As the Head of Digital Transformation Patient Services, you will be at the forefront of evolving Biogen's Patient Support Services (PSS) team. Your strategic leadership will guide large-scale initiatives designed to enhance patient and healthcare provider experiences while modernizing business operations. You will play a pivotal role in leveraging resources to drive performance improvements and service delivery, ultimately striving for a best‑in‑class patient experience. This role will have a significant impact across all therapeutic areas, boosting both patient and employee engagement. You'll manage ongoing planning, evaluation, and optimization of program performance, focusing on comprehensive patient journeys and support services. Collaborating with diverse teams, including Product Strategy, Marketing, and IT, you will drive innovation and transformation using digital technologies to create a seamless patient engagement platform. Hybrid schedule with 3X/week on‑site expected.

What You’ll Do:

• Lead the strategic direction and execution for assigned projects across all patient support programs.
• Develop and communicate a visionary roadmap for transforming the PSS ecosystem.
• Inspire and lead a team focused on achieving strategic and operational objectives.
• Foster a culture of innovation through coaching and professional development.
• Direct horizon scanning activities to bring external innovations into PSS.
• Drive innovative solutions to enhance existing brand support programs.
• Integrate patient support priorities with identified product strategies.
• Conduct marketplace and competitive landscape assessments to inform future service needs.
• Identify and implement new technologies to improve program efficiency.
• Oversee the planning and execution of new program launches within the PSS ecosystem.
• Lead unified PSS messaging, ensuring strategic alignment across patient‑facing functions.
• Ensure consistency in tools and language across all PSS programs.
• Monitor and measure the impact of transformation efforts using data analytics.
• Collaborate with cross‑functional teams to align initiatives with business objectives.
• Support the implementation of patient support strategies across company teams.

Who You Are:

You are a visionary leader with a passion for transforming patient experiences through digital innovation. Your agility and collaborative spirit enable you to build strong relationships across diverse teams. You thrive in dynamic environments and are adept at managing complex projects with precision. Your strategic mindset and ability to inspire others make you a catalyst for change, fostering a culture of excellence and innovation. You possess an innate ability to see the bigger picture while driving impactful solutions that enhance patient and provider journeys.

Required Skills:

• 12+ years of experience in the pharmaceutical/biotech industry, focusing on patient support services or related fields.
• Proven track record in leading strategic digital and customer experience transformation initiatives.
• Bachelor’s degree in a relevant field.
• Strong organizational skills with the ability to adapt to change in a high-energy and fast-paced environment.
• Expected onsite presence 3X/week with some travel.

Preferred Skills:

• Advanced degree (MBA or advanced clinical degree) preferred.
• Experience leading large cross‑functional commercial initiatives.
• Strong understanding of technology infrastructure and digital transformation strategies.
• Experience with Salesforce Health Cloud is a plus

Job Level: Management

Additional Information

The base compensation range for this role is: $222,000.00-$305,000.00

Base salary offered is determined through an analytical approach utilizing a combination of factors including, but not limited to, relevant skills & experience, job location, and internal equity.

Regular employees are eligible to receive both short term and long-term incentives, including cash bonus and equity incentive opportunities, designed to reward recent achievements and recognize your future potential based on individual, business unit and company performance.

In addition to compensation, Biogen offers a full and highly competitive range of benefits designed to support our employees’ and their families physical, financial, emotional, and social well-being; including, but not limited to:

• 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 and an additional end-of-year shutdown time off (Dec 26-Dec 31)
• 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) program participation with company matched contributions
• Employee stock purchase plan
• Tuition reimbursement of up to $10,000 per calendar year
• Employee Resource Groups participation

Why Biogen?

We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well‑established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life‑changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.

At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about Biogen.

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.