Make your mark for patients
We are looking for a Marketing Lead, Customer Experience to join our US Immunology Patient Services Strategy team. This role can be based remotely within the US and requires 30% travel.
About the role
The Marketing Lead Customer Experience will play a key role in shaping UCB’s Patient Services Strategy to ensure an exceptional experience for Customers (Providers, Prescribers, and Office Staff). The successful incumbent will assist in building UCB’s leadership position in the Immunology market by elevating the awareness, use and impact of the Customer services platform as an integral part of the brand choice.
Who’ll you’ll work with
This role will work closely with Patient Services Strategic Operations, Field Reimbursement and Specialty Pharmacy Teams, Market Access and HCP Marketing teams and is tasked with elevating and transforming our support services to drive UCB market leadership to create a competitively differentiated patient and Customer experience.
What you’ll do
Assist with the development and lead the execution of customer-centric marketing strategy to enhance the overall experience and awareness of patient support for patients on a UCB Immunology product. Ensure the Customer perspective is accurately represented in all patient services marketing materials, maintaining alignment with the Patient services brand strategy and oversee the development of post-prescription content and campaigns that increase education, awareness, and connection to available patient support.Work closely with healthcare providers and their office staff (RNs, MAs, OPMs, and BCs) and internal stakeholders to build strong relationships and ensure a unified approach to available access, reimbursement, and coverage support. Lead the design and implementation of peer-to-peer education programs that empower office staff (RNs, MAs, OPMs, and BCs) to understand available access, reimbursement, and coverage support for patients and collaborate with legal, privacy and regulatory teams to ensure compliance to industry standards. Drive digital initiatives to enhance Customer engagement, leveraging technology to provide valuable resources and support and work with internal analytics to monitor and optimize the effectiveness of Customer engagement strategies. Drive Patient services brand equity through measurable awareness, perception, and increased utilization. Establish and maintain quality processes to ensure that Patient support aligns with regulatory requirements and industry standards and conduct regular audits of Customer communication materials to ensure accuracy and compliance. Develop and refine key performance indicators (KPIs) as needed to measure the impact and success of Customer focused patient support, websites, CRM and other post prescription marketing initiatives and provide regular reports and insights to leadership. Collaborate with Patient services colleagues to ensure effective, impactful, and accurate representation of the Patient services brand to customers. Define and develop Patient support, information, education, and resources for Customers, including the coordination and execution of market research and advisory boards to gain Customer insight as needed.
Interested? For this role we’re looking for the following education, experience and skills
This positions reasonably anticipated salary range is $142,000 – 186,000. The actual salary offered will take into account related knowledge, skills, experience and candidate location among other factors and may fall outside the expected range.
Are you ready to ‘go beyond’ to create value and make your mark for patients? If this sounds like you, then we would love to hear from you!
About us
UCB is a global biopharmaceutical company, focusing on neurology and immunology. We are around 8,500 people in all four corners of the globe, inspired by patients and driven by science.
Why work with us?
At UCB, we don’t just complete tasks, we create value. We aren’t afraid to push forward, collaborate, and innovate to make our mark for patients. We have a caring, supportive culture where everyone feels included, respected, and has equitable opportunities to do their best work. We ‘go beyond’ to create value for our patients, and always with a human focus, whether that’s on our patients, our employees, or our planet. Working for us, you will discover a place where you can grow, and have the freedom to carve your own career path to achieve your full potential.
As an Equal Opportunity Employer, we are open to all talent, and adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.
Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on US-Reasonable_Accommodation@ucb.com for application to US based roles. Please note should your enquiry not relate to adjustments; we will not be able to support you through this channel.