Job Details

Working with Us
Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams rich in diversity. Take your career farther than you thought possible.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us.

Bristol Myers Squibb has a rich history in Neuroscience focused on developing innovative medicines to help people living with Neurodegenerative and Neuromuscular conditions. Bristol Myers Squibb currently markets a product in Neurology and plans to re-enter the Psychiatry market with a focus on patients suffering with schizophrenia. BMS is a global biopharmaceutical company leading the way in medical innovation to help patients live longer, better lives. Our purpose as a company is to discover and develop therapies that will change the course of human health. We value our passion for patients, quest for innovation, and spirit of independence and love of challenge.

Position Summary:
The Director, Customer Experience, Patient and Care Partner, Neuropsychiatry (KarXT) will lead insight generation, the development of the patient and care partner Cx strategy,, solution design considerations, and matrix team development/implementation of KPI measurement for patient/care partner customer experience initiatives.

The primary focus of this role is to establish and evolve differentiated experience(s) for patients and the care partners who support them during all phases of the patient/customer journey, with an emphasis on supporting patients after a clinical decision was made.  The Director will extensively collaborate with BMS Patient Access Support Services, Consumer Marketing, Corporate Affairs, Advocacy, and all field teams to develop appropriate content/materials and implement solutions that drive the intended experience.  This individual will seek to understand customer/patient perceptions vs. realities and support validation of needs, pressure test solutions, and in collaboration with BMS internal partners, represent the Customer Experience function as needed with patient groups.

Key Responsibilities:

• Understand and validate market perceptions/challenges/opportunities that address barriers and help to achieve areas of ambition in delivering an extraordinary experience that supports patients in starting and staying on their prescribed medication after a clinical decision is made and (future state) during the entire patient journey

• Collaborate with Patient Access Support Services and analytics partners to harmonize and conduct market research that provides insight on our most significant challenges and opportunities

• Engage externally with patient groups to learn about their needs and pressure-test ideas to inform an optimal customer experience

• Lead strategic insights that support the development of the patient and care partner customer experience strategy, driving connectivity and collaboration across all Cx roles and internal partners to ensure alignment and seamless integration with Cx, Brand/Consumer marketing, Patient Access Support Services, and Field roles.

• Leading with strategic insights, effectively partner with Cx related roles and internal partners in the design of relevant programs, services, technologies, and customer experience marketing resources that address prioritized pain points, perceptions, and opportunities.

• Lead the evolution of customer experience to include a comprehensive end-to-end focus on the patient journey (pre- and post-Rx) and lead the personalization strategy for Cx

• Lead the development and delivery of a “peer connect” strategy to help patients and care partners engage with other patients and care partners to benefit from their lived experience

• Collaborate with all stakeholders (Patient Access Support Services, Access Strategy, Consumer Marketing, Corporate Affairs, Advocacy etc.) to operationalize and execute customer experience solutions

• Drive a culture of agility and iterative learning process that enables continued improvement and optimization of Patient and Care Partner Cx solutions

• Propose and monitor leading, lagging, diagnostic, and impact metrics (perceptions and real) that enable a clear assessment of Patient and Care Partner customer experience initiatives

• Proactively collaborate with home office and field-based internal stakeholders to ensure alignment of supporting activities and execution that ladder to an extraordinary Customer Experience (Cx) for Patients and Care Partners

• Foster a culture of co-creation with patients, care partners, and stakeholders representing the voice of patients and care partners to incorporate voice of customer and pressure-testing in all that we do

• Comply with all laws, regulations, and policies that govern the conduct of BMS. 

Qualifications & Experience:

• Advanced scientific degree and/or preferred 10+ years of pharmaceutical or biotechnology experience

• A minimum of three years marketing and/or customer experience with consumer marketing and/or patient services experience preferred

• Neuropsychiatry experience is preferred

• Experience identifying, engaging, and cultivating credibility with customers across the patient care journey and understands the patient journey and experience

• Demonstrates learning agility and ability to develop and optimize new solutions

• Ability to analyze data, such as prescribing patterns, market trends, and patient preferences

• Demonstrated track record of developing and managing an operating budget

• Demonstrated track record of leading external processes (RFI, RFP), vendor selection, and managing external agencies/suppliers for optimal execution

• Strong business acumen to understand and analyze business and market drivers and develop, execute, and adjust business plans.

• Proven experience working across multiple teams/functions and understands the importance of connectivity and strong collaboration across a broad spectrum of internal and external partners

• Demonstrate a strong sense of learning agility. Seeks out and learns from unfamiliar experiences, and then applies those lessons to achieve better results in subsequent situations.

• Holds a high level of integrity and good judgment, in order to navigate the requirements of the role effectively and compliantly in accordance with BMS policies and procedures.
   

If you come across a role that intrigues you but doesn’t perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as “Transforming patients’ lives through science™ ”, every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in an inclusive culture, promoting diversity in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol

BMS has a diverse occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:

Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

BMS cares about your well-being and the well-being of our staff, customers, patients, and communities. As a result, the Company strongly recommends that all employees be fully vaccinated for Covid-19 and keep up to date with Covid-19 boosters.

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information: https://careers.bms.com/california-residents/

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.