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Sr. Manager, Digital Solutions Full-time

at Biogen in Massachusetts (Published at 16-01-2020)

Company Description

Job Description

The Digital Solutions Manager position is responsible for managing, developing, and innovating digital engagement capabilities for the Alzheimer?s therapeutic area. Digital solutions include web portals, branded/unbranded websites, chatbots, mobile apps, electronic health record (EHR) tools, and other technology solutions to address customer needs. This role will collaborate with stakeholders across a variety of functions such as Patient Services, marketing and IT to understand key business and customer objectives, understand technology solutions and dependencies, define best-in-class user experiences, and analyze data to inform digital capability roadmaps. This role is expected to have an intimate understanding of the HCP and Patient customer journey and drive the creation of key deliverables such as (not limited to) service blueprints, experience maps, and digital ecosystem models that will help articulate the future state digital customer experience. This role is part of Biogen?s US Multichannel Excellence group and supports both patient and healthcare professional customers, across all Biogen brands in the US.

1. Creates digital solution roadmaps and aligns with cross-functional teams on the prioritization and timing of capabilities to meet current and future state customer needs across Patient and HCP journeys.

2. Articulates and socializes the future state customer experience through digital solution roadmaps, diagrams, service blueprints and other primary experience mapping deliverables.

3. Defines digital experience goals and metrics - leverages those insights to inform data-driven decision making

4. Evangelizes modern digital experience development processes (e.g. design thinking) to drive timely decisions, conflict resolution, and incremental value to the customer


  • At least five years of experience defining digital capability/experience roadmaps within an enterprise environment
  • Defining digital experiences in a regulated environment
  • Leads creation of experience mapping deliverables to articulate the future state customer experience ? leveraging modern approaches that are grounded in customer needs and empathy
  • Exhibits competence in key technology platforms and solutions including ? chat, web portals, EMR/EHR tools, predictive analytics, artificial intelligence, web content management, and/or responsive web applications.
  • Employs tools and methods for generating and validating user needs, ideas, and mapping those into a product roadmap
  • Communicates and champions the impact experiences have on the future state customer journey to internal/external stakeholders and executive management
  • Deals Well with Ambiguity / Intensity - operates well in a fast-paced environment driven by senior leadership requests and evolving needs
  • Brief, clear writing style - both efficient and succinct in verbal and written communications
  • Cross-functional collaboration and project management - able to collaborate with various functional partners to source data, define business objectives, probe/ask questions, drive alignment
  • Consulting or digital agency background strongly preferred
  • Biotech/pharma/regulated industry experience preferred
  • Knowledge of and proficiency with integrated customer experiences across channels

Driven, highly self-motivated, confident, high-energy, and bright individual with high intellectual curiosity

Additional Information

BS/BA Required

MBA Preferred

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