Patient Strategy & Experience, Customer Experience Lead

argenx US; United States; On-site; USD 150,000 - 230,000; Full time

Job summary

argenx seeks a Patient Customer Experience Lead to build and lead the CX discipline across patient services and communities, driving end-to-end patient journeys and integrating insights into strategic priorities. You will collaborate with Patient Marketing, Patient Support, Field Clinical Educators, Patient Advocacy, and other teams to design optimal experiences and measurable improvements.

You will apply Design Thinking and Human-Centered Design to map journeys, run co-creation workshops, and

Qualifications

• Lead CX strategy across patient services and communities.
• Develop integrated journeys across disease areas and patient lifecycles.
• Establish repeatable journey-mapping, personas, touchpoint assessments.

Responsibilities

• Define and lead CX strategy across argenx patient services and communities.
• Develop and maintain portfolio-level understanding of patient and caregiver journeys.
• Establish repeatable approaches for journey mapping, patient personas, touchpoint and channel assessments.
• Define how patient insight is gathered, synthesized, and translated into priorities and decisions.
• Identify opportunities to improve patient experiences and translate them into recommendations.
• Maintain a portfolio-level view of evolving patient needs and experiences for leadership alignment.
• Codify CX approaches into scalable frameworks and practices.

Skills

CX leadership

Journey mapping

Design Thinking

Human-Centered Design

Voice of patient

Cross-functional collaboration

Job description

Join us as we transform immunology and deliver medicines that help autoimmune patients get their lives back. argenx is preparing for multi-dimensional expansion to reach more patients through a rich pipeline of differentiated assets, led by VYVGART, our first-in-class neonatal Fc receptor blocker approved for the treatment of gMG, and with the potential to treat patients across dozens of severe autoimmune diseases.

We are building a new kind of biotech company, one that maintains its roots as a science-based start-up and pushes our commitment to innovate across all corners of our business. We strive to inspire and grow our company, our partnerships, our science, and our people, because when we do, we deliver more for patients.

As the Patient Customer Experience (CX) Lead, you are accountable for building and leading the discipline within the argenx Patient Strategy & Experience. You will establish how argenx understands, designs, delivers, and continuously improves the end-to-end experience of patients and caregivers across the enterprise portfolio, therapeutica areas, indications, brands, and stages of the patient journey.

You will create the frameworks, methods, standards, and capabilities that enable argenx to translate patient needs, behaviors, and experiences into meaningful experience-related and business decisions. Through end-to-end journey design, voice-of-patient insights, Design Thinking (DT), Human-Centered Design (HCD), co-creation, experimentation, and rapid prototyping, you will identify the moments that matter most and help Patient Marketing and Engagement Strategy, Patient Support Services, Field Clinical Educators, Patient Advocacy, Media, and other cross-functional partners design optimal stakeholder experiences.

As a member of the Patient Strategy & Experience leadership team, you will serve as the senior integrator of CX across communities. You will also connect with CX leaders and capabilities across argenx communities to share insights, build & strengthen repeatable models, and help advance a more connected experience across customer groups. This is a new capability for argenx, requiring a leader who can bring structure to ambiguity, build the discipline from the ground up, and influence leaders across the organization to translate patient insight into measurable improvements in the experience argenx delivers.

ROLES AND RESPONSIBILITIES:

Customer Experience Strategy & Voice of Patient

• Define and lead CX strategy and establish the CX discipline across all argenx patient services and communities.
• Develop and maintain an integrated, portfolio-level understanding of patient and caregiver journeys across disease areas, patient populations, and lifecycle stages.
• Establish repeatable approaches for journey mapping, patient personas, touchpoint and channel assessment, and identification of the moments that matter most across the patient experience.
• Define how patient insight and voice-of-patient inputs are gathered, synthesized, prioritized, and translated into strategic priorities and experience decisions.
• Identify experience opportunities, unmet needs, friction points, and gaps across patient journeys and translate them into clear recommendations for relevant communities and teams.
• Maintain a portfolio-level view of evolving patient needs and experiences, helping leadership determine where focused attention and investment can create the greatest impact.
• Ensure CX strategy remains connected to evolving patient, disease, market, scientific, and portfolio dynamics.
• Codify CX approaches and learnings into scalable frameworks and practices that can support patient-facing teams and, where relevant, inform broader CX efforts across argenx.

Design Thinking, Experience Design & Experimentation

• Establish HCD/DT, including empathy research, co-creation workshops, and design sprints, as a core approach for developing, prototyping, testing, and improving CX concepts before they are deployed at scale.
• Lead journey design, concept development, co-creation, prototyping, and structured testing approaches that enable argenx to learn directly from patients and caregivers.
• Translate ambiguous or emerging opportunities into clearly defined experience challenges, hypotheses, pilots, and success measures.
• Build an experimentation model that allows new CX concepts to be tested, refined, and de-risked before broader investment and implementation.
• Identify opportunities to create differentiated patient experiences as argenx expands into new disease areas and patient populations.
• Partner with patient-facing teams and external specialists to apply experience design approaches where they can create the greatest value.
• Connect emerging scientific, medical, and portfolio developments to CX planning, so future experience needs are considered early rather than after strategies and programs are established.
• Bring a forward-looking perspective on experience innovation, identifying new approaches, technologies, and capa