Head of Patient Experience & Digital Transformation

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

Job summary

Biogen in the United States is seeking a Head of Digital Transformation Patient Services to guide end-to-end patient and provider experiences while modernizing operations. You will lead large-scale initiatives across therapeutic areas and collaborate with Product Strategy, Marketing, and IT to create a seamless patient engagement platform.

This role drives performance improvements, focuses on comprehensive patient journeys, and strives for a best-in-class patient experience with hybrid on-site

Qualifications

• 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.

Responsibilities

• 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.

Skills

Digital transformation leadership

Healthcare/pharma experience

Stakeholder collaboration

Organizational skills

Travel readiness

Education

Bachelor's degree in a relevant field

Job description

Biogen in the United States is seeking a Head of Digital Transformation Patient Services to guide end-to-end patient and provider experiences while modernizing operations. You will lead large-scale initiatives across therapeutic areas and collaborate with Product Strategy, Marketing, and IT to create a seamless patient engagement platform.

This role drives performance improvements, focuses on comprehensive patient journeys, and strives for a best-in-class patient experience with hybrid on-site