About This Role
As Head of Immunology, Global Customer Engagement & Operations (CE&O), you will serve as the senior CE&O partner and single point of contact for Biogen’s ex-US Immunology portfolio. Reporting to the Global Head of CE&O, you will translate Immunology business priorities into fit-for-purpose customer and operational excellence solutions that enable launch readiness, strong execution, and measurable business impact.
This role requires a senior leader with recent, hands-on Immunology experience, ideally with deep exposure to nephrology, who can operate credibly with franchise leadership, regional leaders, priority markets, and country teams. You will connect business needs with CE&O capabilities across customer insights, omnichannel engagement, digital content and solutions, patient finding, analytics, forecasting, dashboards, and learning and development.
This is not a purely advisory role. You will be expected to listen deeply to the business, identify what operational and customer excellence should look like for Immunology, and mobilize the right teams and capabilities to deliver tangible outcomes.
What You’ll Do
Lead the planning, prioritization, and delivery of Global CE&O Immunology requirements across PDCs, regions, and priority markets.
Partner proactively with franchise, regional, and country stakeholders to define a clear strategic roadmap for GCE&O, with clear milestones, and tangible deliverables aligned to Immunology business priorities.
Drive strong business partnership through planning, performance reviews, KPI monitoring, dashboards, and risk/opportunity assessments that inform leadership decision-making.
Ensure GCE&O activities are appropriately prioritized, remain in scope, and effectively support strategic imperatives and launch readiness across the portfolio.
Serve as Single point of contact for CE&O requirements across the Immunology portfolio, providing strategic thought partnership to global, regional, and country leadership to help achieve business objectives.
Work closely with PDC and regional teams to support immunology launch readiness assessment and risk mitigation.
Support and strengthen GCE&O governance to build capabilities, drive consistency, and align global and country CE&O teams around a shared vision.
Work closely with affiliate CE&O teams and key stakeholders to enable execution of global deliverables, while providing market-relevant support, coaching, guidance, and adjustments as needed to maximize impact and engagement.
Lead and develop the International Immunology CMI team, setting a clear vision, goals, and expectations aligned with PDC and regional priorities.
Provide ongoing coaching, feedback, and development opportunities to strengthen individual and team performance.
Foster an inclusive, collaborative, and high-performing team culture that values diverse perspectives, open communication, and continuous learning.
Identify capability gaps and support targeted development plans to build team effectiveness, motivation, and long-term growth.
Drive the delivery of prioritized GCE&O focus areas and identify opportunities to improve operating effectiveness, execution quality, and scalability across the Global CE&O organization.
Monitor external trends, emerging capabilities, and best practices that can be integrated into CE&O solutions for Immunology and the broader organization, increasing efficiency and impact tailored to priority market archetype needs.
Partner with the GCE&O Leadership Team to define, mobilize, and embed a continuous improvement mindset and ways of working.
Who You Are
You are a senior commercial and customer excellence leader with recent Immunology experience and the credibility to engage effectively with senior global, regional, and market leaders. You understand the realities of translating strategy into execution and can articulate what excellent customer engagement and operational execution look like within Immunology.
You are a strong connector and an…