Virtual Channel and System Lead Associate

Beschreibung

Virtual Channel and System Lead Associate - system and/or channel design, implementation and management, Agile

Role:
For our client in the Pharma industry based in Region Basel we are looking for a Virtual Channel and System Lead Associate. Enhancing our customer's experience by technology during their interactions, digitally or via personal interactions is at the heart of all our activities. The Virtual Capabilities Team is the business team in PDMA/ Medical Customer Experience with expertise on digital channels and systems to support Customer Engagement activities. By collaborating with Medical teams, external customers and other business functions, we aim to develop mid- and long-term Virtual Medical Customer Engagement Channels and Solutions that demonstrate value for our customers. We focus on above-brand scalable solutions to maximize our impact and internal use of applications with an agile mindset and openness to work together on opportunities starting with MVP solutions. We want to challenge the status quo to enable extraordinary customer experiences and internal efficiency, with smart solutions based on our customers' needs.

Areas of responsibility:
Business Lead for the development and implementation of the unified (medical) IT systems and digital strategy in order to enhance the customer experience and facilitate improved patient outcomes.
- Manage and shape Medical systems and platforms to ensure the provision of a coordinated end-to-end foundation for delivering the customer strategy
- Manage virtual platforms across Pharma digital channels to deliver world-class virtual customer experiences that are part of a fully coordinated multi-channel strategy as business product owner for assigned IT systems and Digital platforms.
- Coordinate across other systems providers within Pharma to ensure a consistent, coordinated and integrated approach to the customer and effective flow of information across multiple disparate platforms
- Drive the implementation of the systems and digital strategy in close collaboration with
Customer Experience Leads and ensure it is customer-centric and fit-for-purpose to facilitate the delivery of the vision for customer engagement
- Canvas insights from multiple sources including technological development, Pharma customer strategy and innovative approaches from the industry and beyond in order to inform decisions on business requirements to enable the implementation of the customer engagement strategy
- Collaborate with internal partners (e.g. PDMA, International, affiliates, IT) to ensure decisions on systems provision are made in a customer-centric and holistic way - Spot duplication and inefficiency and drives changes to achieve simplification and improved customer and user experience
- Engage multiple internal stakeholders in understanding and delivering the systems strategy in order to create alignment around a unified vision
- Manage digital platforms across company digital channels to deliver world-class virtual customer experiences that are part of a fully coordinated multi-channel strategy
- Create and maintain the Medical digital customer and Patient engagement platforms to complement and enhance in-person customer experiences
- Build and procure resources and capabilities necessary to deliver key priorities in line with the systems and digital strategy by influencing internal buyers, such as IT - Engage regularly with other systems providers regarding resource allocation and strategic decisions to make the most of existing resources and assets
- Share insights into customer needs and the impact on patient outcomes in order to ensure that decisions are truly customer centric
- Coordinate across other systems providers within Pharma to ensure a consistent, coordinated and integrated approach to the customer and effective flow of information across multiple disparate platforms
- Ensure coordination across multiple and disparate platforms within Pharma to provide the customer an integrated and coordinated experience
- Collaborate effectively throughout PDMA to ensure pull through of essential scientific narrative components through various channels and systems
- Drive the implementation of the systems and digital strategy in close collaboration with Customer Experience Leads and ensure it is customer-centric and fit-for-purpose to facilitate the delivery of the vision for customer engagement
- Adopt a customer-centric view to inform systems provision and challenge entrenched thinking in order to create a bold and impactful approach
- Constructively challenge internal partners and customer engagement on how systems and digital engagement can be used to enhance the customer experience and better meet their needs

Professional, technical and personal requirements:
- Experience in system and/or channel design, implementation and management, strong affinity to technology (Digital and IT)
- Proven record of leading and driving cross-functional projects
- Professional or academic qualifications in a relevant discipline
- Has appropriate knowledge of agile methodologies e.g. scrum, design thinking, lean etc
- Interpersonal and partnering skills: proven ability to work effectively and efficiently in cross-functional and matrix teams
- Leadership skills: proven ability to coach, connect, inspire
- Fluent in English

Reference no: 919502 AD
Role: Virtual Channel and System Lead Associate
Industry: Pharma Industry
Workload: 100%
Location: Basel, Switzerland
Start date: August - September 2020
Duration: until 31.01.2021