Head of Digital Transformation, Strategy, Patient Support Services

Head of Digital Transformation, Strategy, Patient Support Services

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Biogen is seeking an innovative and strategic leader to serve as the Head of PSS, Evolution and Strategy within the Patient Support Services (PSS) team. This pivotal role will be responsible for the strategic ownership and execution of large strategic projects focused on improving the patient and HCP experience to modernize the business. The PSS Transformation Lead will leverage dedicated resources and work with the PSS team and cross‑functional partners to enhance performance and service delivery with the goal of a best‑in‑class patient experience.

These highly visible strategic projects will impact not only the perception of Biogen Patient Support Services with patients and providers across all therapeutic areas but will also have the potential to make a significant positive impact on the employee experience and development. The individual hired into this role must be solution‑oriented, operationally savvy, creative, highly organized, flexible, and adept at handling multiple projects with tight deadlines and multiple stakeholders.

This role owns ongoing planning, evaluation/measurement, and optimization of short‑term and long‑term program performance to enable impact for the company and patients. This is inclusive of end‑to‑end patient and provider journeys, as well as all patient support programs and services (onboarding, co‑pay, adherence, e‑services, hub operations, external landscape/monitoring, and shifting market dynamic).

This role requires a highly collaborative and agile leader to liaise with multiple patient support Centers of Excellence and cross‑functional teams, including, but not limited to, Product Strategy, Marketing, Market Access, Field, Compliance, Legal, Data Analytics, IT, and Commercial Learning.

Patient Services Vision Is To Build a Modern Customer Engagement Platform Through Innovation, Technology, Data, And Insights To Remove Non‑clinical Friction Points Along The Patient Journey. We Are Looking For Talent To Develop And Implement Forward‑looking Digital Strategies And Drive Transformation By Leveraging AI And Digital Technologies. Key Areas Of Focus Will Include:

• Develop a comprehensive framework for implementing digital services at scale enhancing operational efficiency and patient support
• Strategize and manage the adoption of emerging digital technologies effectively to drive innovation and streamline processes.
• Create detailed tactical and strategic plans for integrating and implementing advanced technologies, ensuring their transformative impact on patient experience
• Identify new opportunities for AI in patient support services to address unmet needs, drive efficiency, and enhance data insights
• Drive effective change management as well as the critical success factors for implementing digital transformation
• Apply best practices and program insights to day‑to‑day operations and long‑term strategic priorities.
• Create robust business cases for recommended strategies and solutions

Additionally, they will ensure the consistency of access tools and language to improve efficiency across brands and manage unified PSS messaging. Reporting to the Head of Patient Service Operations, the PSS Evolution and Strategy role will sit on the Patient Service Leadership Team and work across multiple internal functions and external vendors to drive innovation with subsequent projects and the evolution of our Biogen Services Support model.

• Lead the strategic direction and execution for assigned projects across all patient support programs, supporting the transformation of PSS programs to build and maintain best‑in‑class patient, HCP and caregiver experiences.
• Develop and communicate a visionary roadmap for the transformation of our PSS ecosystem.
• Lead and inspire the team responsible for transformative efforts to achieve strategic and operational objectives.
• Foster a culture of innovation and excellence through coaching and professional development of team members.
• Direct horizon scanning activities to identify…