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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.

Summary

The Senior Director, Innovation and Digital Customer Experience, Neuropsychiatry will be responsible for identifying and implementing data-driven innovative solutions that transform the Neuropsychiatry customer experience across all stakeholders resulting in value creation for the customers we serve.

The primary focus of this role is to integrate data science and transformative thinking into the customer experience strategy.  This individual will be expected to leverage their understanding of data science and emerging digital technologies with an entrepreneurial and innovative spirit to ask brave questions, examine problems through a multi-dimensional lens, and help BMS identify and incorporate new solutions to tackle our highest-priority friction points.  This will result in new test and learn programs, BMS “firsts” and new insights that can be used to accelerate/modify/introduce new programs and services that improve experience across all stakeholders.  This individual will serve as the lead to identify new and innovative ways to gain insight and data from customer experience programs and solutions that allows for the organization to continue learning and evolving. 

Responsibilities:

Insight Generation:

• Partner across the organization (Technology, Analytics, Medical, Marketing, Patient Services, Corporate Affairs, and others) with intellectual curiosity to develop a plan to seek answers to our most challenging questions
• Use formal, informal, and tech-enabled methods to gather information and, in collaboration with Technology and Analytics, synthesize information to yield deep insights about performance and opportunity that shapes Neuropsychiatry Cx strategy
• Serve as lead to ensure customer experience programs and solutions enable data and insight extraction to drive a cultural of continuous learning and innovation in all of our initiatives

Solution Identification and Design:

• Identify tech-based solutions and/or opportunities to build new solutions partnering with the technology team and collaborate across the organization to implement; work with colleagues within and outside of business function to ensure that new solutions are seamlessly integrated into broader customer experience ecosystem
• Drive agility and iterative learning process that enables continued improvement and optimization of all solutions

Collaboration and Teaming:

• Foster a culture of co-creation with HCPs, patients, care partners, and other external stakeholders to incorporate voice of customer and pressure-testing in all that we do; utilize a variety of methods to conduct testing, make recommendations for project enhancements based on learnings, and implement changes to continually challenge the status quo and improve products and services
• Collaborate with all stakeholders (Technology, Analytics, Medical, Marketing, Patient Services, Corporate Affairs, and others) to operationalize and execute customer experience solutions
• Comply with all laws, regulations, and policies that govern the conduct of BMS. 

Qualifications:

• Minimum of 10+ years of healthcare experience preferred
• Advanced scientific degree preferred
• A minimum of three years in a data scientist or other role with demonstratable experience utilizing data science capabilities
• Demonstratable experience working with digital and/or IT solutions
• Marketing, customer experience, and/or business analytics experience in healthcare is preferred
• Experience working with artificial intelligence solutions is preferred
• Demonstrated ability to work effectively cross-functionally with a positive team mindset and can-do attitude.

Key competencies desired:

Customer/commercial mindset:

• Understanding of digital ecosystem
• Collaboration and teaming across a broad spectrum of internal and external partners
• Experience identifying, engaging, and cultivating credibility with customers across the patient care journey
• Demonstrates learning agility and ability to develop and optimize new solutions

Patient centricity:

• Understands the patient journey and experience.
• Has a patient-focused mindset.

Analytical Capability:

• Expert/leading analytical capabilities including ability to identify novel methods to gain new insight from innovative data sources, including artificial intelligence
• Demonstrated track record of developing and managing an operating budget

Teamwork/Enterprise mindset:

• Strong business acumen to understand and analyze business and market drivers and develop, execute, and adjust business plans.
• 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 [email protected]. 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/

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