Sr Program Leader

Location: Thousand Oaks, CA
Date Posted: 04-25-2018
Day to Day Responsibilities:
Lead programs to:
  • Define and development of customer experience enabling services
  • Perform analysis for insight creation and relevant patient journey frameworks and ecosystems.
  • Synthesize diverse data and meta analysis
  • Translate insights into solutions
  • Partner cross-functionally to develop and implement project briefs
  • Quickly adjust to address ever-changing business challenges

Amgen is open to go slightly above the max rate for a right candidate. Please email resume directly to EWC for consideration. Prefer local candidate.

Strategic Design Senior Manager -- Customer Experience

The role involves defining marketing and user requirements, service design and strategic planning, and supports global marketing in identifying and developing competitive customer experiences across multiple therapy areas.

Customer Experience (CX) group is part of Global Marketing and adds a critical capability of translating insights into frameworks, prototypes and design recommendations. CX members set a vision for the role design can play in helping people successfully manage a chronic illness by appropriate support tools. In collaboration with business partners across the organization, CX addresses the diverse needs of patients, physicians, and healthcare professionals through purposeful, data-driven innovation. This results in differentiating, desirable, and holistic solutions supporting Amgen’s pipeline products as well as therapies being used today.

Working within a highly regulated pharmaceutical arena, CX team members are building new organizational capabilities. CX focus currently spans two areas of expertise: 1) the Amgen Injection Experience; 2) Design Strategy. Each area has a team with specific expertise and deliverables. The Strategic Design Senior Manager is in the Design Strategy area and has primary responsibility to liaison with marketing teams on launch and inline assets. The strategic role will guide an insight-based approach to identify and prioritize opportunities (country-by-country and globally) that aim to deliver improved outcomes. Once opportunities have been prioritized, the role supervises the prototyping and testing of concepts to ensure the diverse needs of patients, physicians, and healthcare professionals are addressed. Deliverables include viable options for commercialization as well as clear and actionable marketing requirements for selected concepts.

The role involves communication with a range of stakeholders including global marketing, market research, country/regional business, Amgen Digital Health, regulatory, legal, and more. Responsible for the quality of multiple and concurrent projects with critical deadlines, the Strategic Designer will quickly adjust priorities and methods as needed. The Strategic Designer clearly defines program objectives and deliverables as well as troubleshoots potential risks. To leverage the full power of CX expertise, the role pulls in CX members to support programs and is adept at selecting and managing vendors to achieve the best possible results.

Primary Responsibilities
  • Define and support development of CX Design Strategy led programs
  • Drive leadership of projects, managing inside and outside resources
  • Thought partnership for identifying best-in-class customer support opportunities
  • Lead analysis for insight creation and relevant patient journey frameworks
  • Translate insights into solutions
  • Manage projects and initiatives set forth in the CX annual plan
  • Manage multiple projects with critical deadlines
  • Manage external vendors’ onboarding, relationships, and quality of results
  • Partner cross-functionally to develop and implements project briefs
  • Quickly adjust to address ever-changing business challenges
  • Manages allocated project funding and budget, and coordinates with Global Marketing Budget Coordinator for invoicing and purchase order, track invoices and payments for certain contracted entities such as consultants for aggregate spend reporting as needed.
  • Liaise with Marketing Managers, Compliance, Contracting, and Global Strategic Sourcing, and Contracted entities to ensure all pertinent forms, attestations and evaluations are completed and processed in a timely manner
  • Ensure CX activities are performed and documented in accordance with company standards (SOPs) and regulatory requirements
  • This role will require travel (20%)

Basic Qualifications
Doctorate degree & 2 years of marketing and/or strategic design/planning experience
Master’s degree & 4 years of marketing and/or strategic design/planning experience
Bachelor’s degree & 6 years of marketing and/or strategic design/planning experience
Associate’s degree & 10 years of marketing and/or strategic design/planning experience
High school diploma / GED & 12 years of marketing and/or strategic design/planning experience

Preferred Qualifications
  • 5+ years of experience with strategic design/planning experience
  • 2+ years experience within the pharmaceutical or healthcare industry addressing chronic illness
  • Familiarity and interest in insight-driven service design solutions
  • Demonstrated ability to work cross-functionally, experience producing business results, and outstanding organizational skills.
  • Excellent visual, written, and verbal communications skills.
  • Inquisitive mind and inspiration to others.
  • Previous experience developing and communicating business strategy
  • Proven ability to proactively problem-solve in a matrix environment
  • Proven management experience with projects & vendors
  • Experience working with patients and HIPAA

The successful candidate is expected to bring an inquisitive mind and breadth of expertise in healthcare to the organization. A strong background in design methods, patient journeys, and qualitative research are foundational cornerstones for this role as well as experience in the subspecialty areas of behavior design and system thinking.

  • Commercial Acumen. Exceptional commercial acumen and instincts; superior strategic skills. A thorough understanding of the external environment, internal capabilities, competitors and the interests of other stakeholders. Develops and applies best practices.
  • Strategic Mindset. Demonstrated creativity in addressing strategic challenges; displays high intellectual curiosity and passion for learning; thinks out-of-the-box; asks the right questions; seeks expert opinions and insights; applies innovative ideas and takes measured risks. Develops and articulates a strong, value-based strategy.
  • Collaboration Skills. Works effectively in a team-based organization, collaborates cross functionally, builds alignment around key objectives and exercises influence at all levels. Readily builds consensus and achieves agreement on key priorities. Conducts effective meetings. Excellent listener; seeks broad input and feedback; employs frequent and effective follow-up.
  • Presentation Skills. Develops and delivers concise, relevant and well-supported briefings. Well-prepared and adapts presentation style to audience. Possesses the knowledge, credibility and maturity to influence senior management.
  • Integrity. Possesses unquestioned integrity and strong business ethics. Leads by example and demonstrates a strong commitment to company values and culture. Displays  positive attitude and energizes colleagues and partners. Has the reputation and record of achievement to establish trust and credibility with subordinates, peers, superiors, corporate leaders, strategic partners and other stakeholders.

"This posting is for Contingent Worker, not an FTE"
this job portal is powered by CATS