Director, Global Medical Affairs, Omnichannel Transformation & Customer Experience
BeOne
·Yesterday
- Salary
- $192k – $252k
- Location
- Remote (US), United States of America
- Workplace
- Remote
- Type
- Full-time
- Department
- Healthcare
- Seniority
- Director
- Education
- PhD
- Source
- Workday
Description
BeOne continues to grow at a rapid pace with challenging and exciting opportunities for experienced professionals. When considering candidates, we look for scientific and business professionals who are highly motivated, collaborative, and most importantly, share our passionate interest in fighting cancer.
General Description:
Healthcare professionals are navigating increasing demands on their time and an ever-expanding volume of information. At the same time, treatment decisions are increasingly shaped through collaboration across a broader healthcare ecosystem. Global Medical Affairs has a unique opportunity to meet these challenges by creating connected, customer-centered experiences that make scientific communications more relevant, accessible, and impactful.
The Director, GMA Omnichannel Innovation & Customer Experience will lead the design, innovation, and scaling of omnichannel engagement capabilities across Global Medical Affairs. This role sits at the intersection of medical strategy, scientific communications, customer insights, and emerging technologies, transforming how Medical Affairs delivers scientific information and engages the healthcare ecosystem.
The Director, GMA Omnichannel Innovation & Customer Experience will help lead this evolution by translating medical strategy, customer insights, scientific priorities, and key messages into clear engagement plans that connect content, channels, timing, field interactions, and measurement into coordinated and data driven customer journeys.
This role will amplify impact across Global Medical Affairs by establishing the frameworks, playbooks, standards, and change-management approaches that enable teams to plan, execute, measure, and scale customer-centered engagement consistently across franchises, markets, and priority initiatives.
This position reports to the Senior Director, Global Medical Affairs Omnichannel Center of Excellence.
Essential Functions of the Job:
Customer Experience Planning & Omnichannel Orchestration
Advance customer experience planning by defining how Medical Affairs engagement can be designed around customer needs, moments that matter, scientific priorities, and measurable outcomes.
Partner with global and regional Medical Affairs teams to translate strategy, customer insights, and key scientific messages into practical engagement plans across relevant channels and touchpoints.
Design holistic customer journeys that thoughtfully connect digital, field-enabled, congress, third-party, web, email, social, and other engagement channels to create coordinated, relevant scientific engagement.
Apply segmentation, behavioral insights, customer preferences, and performance data to improve relevance, sequencing, personalization, and coordination of scientific engagement.
Scalable Content & Engagement Enablement
Partner with Scientific Communications, Publications, Medical Information, Field Medical, and content partners to ensure scientific content supports the customer journey, key messages, channel needs, and engagement objectives.
Advance scalable content approaches that improve reuse, modularity, discoverability, fit-for-channel adaptation, and speed while preserving scientific rigor and non-promotional standards.
Define content requirements for omnichannel engagement plans, including content needs, channel fit, adaptation requirements, measurement approach, and opportunities to maximize reuse and impact.
Collaborate with internal and external partners to streamline content activation, Medical/Legal/Regulatory review considerations, channel readiness, and explore opportunities to scale content and improve efficiency using AI.
Innovation, Measurement & Continuous Optimization
Identify, pilot, and scale capabilities that improve customer experience, engagement effectiveness, and operational efficiency, including AI-supported workflows, analytics, personalization, content discoverability, and emerging engagement models.
Define success measures and closed-loop learning approaches that connect customer insights, engagement data, content performance, field feedback, and business priorities to optimization decisions.
Translate data and learnings into clear recommendations that improve customer journeys, engagement planning, capability roadmaps, and resource prioritization.
Advance bold innovation with a practical focus on operational excellence, compliance, governance, and the evolving needs of global and local Medical Affairs teams.
Capability Building, Playbooks & Change Management
Build scalable frameworks, playbooks, templates, and standards that help Medical Affairs teams plan and orchestrate customer-centered engagement consistently across franchises and markets.
Codify emerging best practices from the Omnichannel Center of Excellence into practical guidance that teams can adopt, adapt, and scale locally.
Lead education, workshops, and change-management efforts that build omnichannel acumen and strengthen proactive customer experience planning across Medical Affairs teams.
Establish clear ways of working, governance expectations, and partnership models that enable efficient planning while maintaining compliance, quality, and scientific integrity.
Supervisory Responsibilities:
Expected to lead through influence, mentor peers and partners, and serve as a functional leader for omnichannel customer experience planning and capability-building.
Education Required:
Advanced degree (MS, PhD, PharmD, or MD) required. 10+ years in the pharmaceutical, biotech, or life sciences industry, including 6+ years in Medical Affairs, digital strategy, omnichannel engagement, customer experience, or related capability-building roles.
Qualifications:
Strong understanding of Medical Affairs, scientific communications, non-promotional engagement, and compliant content development.
Demonstrated experience supporting Medical Affairs engagement across solid tumor and hematologic oncology therapeutic areas.
Demonstrated experience translating strategy and customer insights into engagement plans, journeys, playbooks, or scalable operating models.
Ability to simplify complexity and create clear frameworks that teams can understand, adopt, and scale.
Strong customer experience mindset with ability to connect content, channels, data, field interactions, timing, and measurement into coordinated plans.
Experience working across global, regional, and local stakeholders in a matrixed environment.
MS or above with 10+ years in the pharmaceutical, biotech, or life sciences industry, including 6+ years in Medical Affairs, digital strategy, omnichannel engagement, customer experience, or related capability-building.
Working knowledge of modular content, content operations, digital engagement, analytics, and customer data concepts.
Innovation-oriented and pragmatic, with ability to test new approaches while maintaining focus on quality, feasibility, compliance, and measurable value.
Excellent communication and executive presence, with ability to influence without authority and bring clarity to ambiguous problems.
High ownership, initiative, adaptability, and comfort building new capabilities in a fast-moving environment.
Computer Skills:
Strong proficiency in Microsoft 365 and omnichannel engagement platforms, CRM, NBA, analytics dashboards, CMS/DAM systems, Medical/Legal/Regulatory review platforms, HCP insights platforms, Veeva/Vault Medical, third-party media platforms, Generative AI and AI-enabled engagement and content capabilities. Ability to learn new platforms quickly is essential.
Travel:
Up to 20% travel.
Global Competencies
When we exhibit our values of Patients First, Driving Excellence, Bold Ingenuity and Collaborative Spirit, through our twelve global competencies below, we help get more affordable medicines to more patients around the world.
- Fosters Teamwork
- Provides and Solicits Honest and Actionable Feedback
- Self-Awareness
- Acts Inclusively
- Demonstrates Initiative
- Entrepreneurial Mindset
- Continuous Learning
- Embraces Change
- Results-Oriented
- Analytical Thinking/Data Analysis
- Financial Excellence
- Communicates with Clarity
BeOne is committed to fair and equitable compensation practices. Actual compensation packages are determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location. Packages may vary by location due to differences in the cost of labor. The recruiter can share more about the specific salary range for a preferred location during the hiring process. Please note that the listed range reflects the base salary or hourly range only. Non-Commercial roles are eligible to participate in the annual bonus plan, and Commercial roles are eligible to participate in an incentive compensation plan. All Company employees have the opportunity to own shares of BeOne Medicines Ltd. stock because all employees are eligible for discretionary equity awards and to voluntarily participate in the Employee Stock Purchase Plan. The Company has a comprehensive benefits package that includes Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness.
We are proud to be an equal opportunity employer. BeOne does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, Title I of the Americans with Disabilities Act of 1990, and any other applicable federal, state or local laws, applicants who require reasonable accommodation in the job application process may contact [email protected].
