Global Medical Customer Experience Lead

Job description

Title: Global Medical Customer Experience Lead Company: Ipsen Pharma (SAS) About Ipsen: Ipsen is a mid-sized global biopharmaceutical company with a focus on transformative medicines in three therapeutic areas: Oncology, Rare Disease and Neuroscience. Supported by nearly 100 years of development experience, with global hubs in the U.S., France and the U.K, we tackle areas of high unmet medical need through research and innovation. Our passionate teams in more than 40 countries are focused on what matters and endeavor every day to bring medicines to patients in 88 countries. We build a workplace that champions human-centric leadership and fosters a culture of collaboration, excellence and impact. At Ipsen, every individual is empowered to be their true selves, grow and thrive alongside the company’s success. Join us on our journey towards sustainable growth, creating real impact on patients and society! For more information, visit us at https://www.ipsen.com/ and follow our latest news on LinkedIn and Instagram. Job Description: re you ready to lead and innovate in a dynamic, patient-focused biopharmaceutical company? Ipsen is a growing global specialty-driven biopharmaceutical company focused on innovation and specialty care. We aim to make a sustainable difference by significantly improving patients’ health and quality of life, providing effective therapeutic solutions for unmet medical needs through differentiated and innovative medicines in Oncology, Neurosciences, and Rare Diseases. Why Ipsen? Patient-Focused: The patient is at the heart of everything we do, and improving their outcomes is the deliverable of every strategy. Employee Care: We care for our employees, who are the ambassadors making a real difference. Bold Leadership: We attract and develop bold, agile, entrepreneurial individuals who take full ownership of their decisions. Growth Opportunities: We offer a wealth of fulfilling challenges and growth opportunities in a fast-moving, game-changing organization. About the Role The Global Medical Customer Experience Lead leads the strategy, design, orchestration, execution and continuous improvement of external Medical Education and customer experiences for prioritised launch brands and assets, typically from two years before to two years after launch, across selected therapeutic areas (Rare Disease, Oncology and Neuroscience). The role translates medical strategy, scientific evidence, stakeholder needs and care gaps into engaging, compliant and measurable HCP learning journeys. It combines Medical Education leadership, curriculum and instructional design, multichannel and omnichannel engagement, global-to-local activation, platforms, data and performance measurement, in close operational partnership with Customer Engagement and key markets. The role sits within Medical Education and works in close strategic and operational partnership with the Asset and Customer Engagement teams to ensure that MedEd programmes use the right infrastructure, platforms, data standards, content workflows and measurement approaches Main Responsibilities: Medical Education Lead: Medical Education Experience Design & Activation Develop a clear needs-analysis strategy to identify gaps in healthcare professionals’ knowledge and skills. Analyse data from multiple sources to identify educational needs in clinical practice and patient management. Collaborate with stakeholders to prioritise educational topics and objectives based on identified needs. Design, implement and evaluate curricula aligned with adult-learning principles and clinical relevance to create continuous learning opportunities. Translate MedEd objectives into integrated educational experiences across congresses, symposia, webinars, advisory boards, HCP portals, on-demand learning, peer-to-peer programmes and modular digital content. Partner with Customer Engagement to design journey mechanics, including pre-event activation, live engagement, post-event nurture, content sequencing, trigger logic and measurement. Develop scalable MedEd templates, learning modules, scientific content packages and localisation guidance that   markets can adapt with less rework. Ensure programmes are differentiated by Congress360 tier or priority level, from global flagship education moments to repeatable self-service/local adaptation models. Strategy & Governance Own the Medical Education customer experience roadmap aligned to medical strategy, scientific priorities and HCP learning needs. Define MedEd journey architectures by HCP segment, learning objective and moment of engagement, including awareness, knowledge, confidence, peer exchange and follow-up needs. Apply the Congress360 tiering framework and Congress 360 principles to prioritise MedEd moments, levels of support, channel mix and reusable education packages. Define governance, roles/RACI and decision rights with Medical Education, Medical Affairs, Customer Engagement, Brand/Asset teams, Congress/Event teams, Compliance, Legal, agencies and local teams. Embed scientific integrity, medical/legal review, privacy/consent, accessibility and risk requirements upfront in all experience and content planning. Platforms, Data & Measurement Serve as the Medical Education business partner for relevant Customer Engagement capabilities, including ACE, Congress 360/event solutions, HCP portals/web, DAM/CMS, CRM/CLM where appropriate, marketing automation and analytics dashboards. Ensure MedEd assets and programmes are structured with clear taxonomy, metadata, content IDs, event IDs, claims/references, consent/privacy tags and measurement requirements. Define and maintain the MedEd KPI framework: reach, registration, attendance, completion, engagement quality, satisfaction, content reuse, learning progression, knowledge/confidence impact, localisation speed and review cycle time. Partner with Analytics, Customer Engagement and Medical Education teams to create dashboards, performance huddles and closed-loop optimization routines. Cross-Functional and Cross-Market Orchestration Act as the connective tissue between Medical Education and Customer Engagement, ensuring MedEd strategy is translated into executable, measurable experiences. Lead planning with Medical Affairs, TA/Asset teams, Congress/Event teams, local medical teams, Compliance/Legal, IT, Analytics and external partners. Support global-to-local deployment by turning global MedEd priorities into clear toolkits, journey guidance and activation standards for priority markets. People & Influence Influence without authority across Medical, Customer Engagement, brands, regions and markets; remove barriers and clarify ownership when work cuts across teams. Coach matrixed stakeholders on customer experience, digital education, content modularity, measurement and platform adoption. Foster a positive, practical, performance-oriented culture focused on scientific value, HCP experience and measurable learning outcomes. Qualifications Extensive experience in pharma/biotech Medical Education, Medical Affairs, scientific communications, HCP education and/or digital medical engagement. Proven experience designing, launching and optimising medical education programmes across multiple brands or therapeutic areas, including congresses, symposia, webinars, HCP portals, on-demand learning and peer-to-peer education. Strong understanding of medical, legal and regulatory requirements for scientific and educational content, including appropriate separation of medical and promotional activities where relevant. Ability to translate medical strategy, scientific evidence and HCP learning needs into clear experiences, journey maps, content plans and measurable outcomes. Fluency with digital education and engagement capabilities, such as event/webinar platforms, HCP portals, DAM/CMS, CRM/CLM where appropriate, analytics/BI dashboards, taxonomy/metadata and content operations. Strong cross-functional leadership and influen