Global Customer Experience Business Partner

Main Responsibilities

• Serve as a trusted strategic partner to global and local franchise teams — proactively identifying omnichannel challenges, proposing concrete solutions, and driving end-to-end ownership from strategy definition to on-the-ground implementation.
• Shape asset-tailored omnichannel strategies in close partnership with cross-functional teams, translating global vision into locally relevant, actionable plans that reflect market realities.
• Lead the translation of global customer experience strategy into GloCal engagement campaigns and fit-for-purpose content plans — bridging the gap between global ambition and local execution.
• Propose and embed innovative approaches — including generative AI and emerging capabilities — to strengthen omnichannel deployment and raise the bar on execution standards across markets.
• Drive change management efforts that accelerate adoption of best-in-class practices, ensuring franchises and markets are equipped and empowered to deliver with impact.
• Partner with franchises to build omnichannel capabilities and ways of working that scale — from global frameworks to local activation.
• Define and track key performance indicators to measure customer experience progress, and translate insights into strategic recommendations — in close partnership with the Insights & Analytics team.

About you

• Significant experience (10+ years) in a commercial operations environment, with a strong understanding of how global pharma businesses operate.
• Hands-on experience (3+ years) working in a multi-channel or omnichannel environment.
• Expertise in omnichannel and digital marketing, including content management, process design, and change management.
• Strong project management skills with a track record of driving pace and acceleration.
• Consultative mindset with the ability to influence without authority — you build trust, shape thinking, and move teams forward without relying on hierarchy.
• Exceptional cross-functional collaboration skills — able to gather information from diverse sources, synthesize insights, and consolidate them into clear, actionable recommendations.
• Ability to leverage networks, develop people, coach, give feedback, and empower teams.
• Strong leadership presence and executive communication skills — you engage as a trusted partner, staying focused on what matters most when working with business leaders rather than getting lost in the details.
• Ability to translate complex omnichannel concepts into business-relevant language and provide strategic recommendations that drive decisions.