Amgen Customer Experience Design Senior Manager (Global Marketing Senior Manager) in Thousand Oaks, California

Amgen's Customer Experience (CX) group is recruiting for a Customer Experience Design Senior Manager, located in Thousand Oaks, California. The role involves identifying customer needs and defining requirements for beyond-the-molecule innovations that result in the best outcomes for people managing illness and disease. This person will work within an integrated CX team with complementary expertise.

Founded in 2013 the Customer Experience (CX) group is part of Global Marketing and adds a critical capability of human-centered design to Amgen's innovation approach. There are three areas of CX responsibility: 1) In collaboration with product teams, CX applies design thinking methods of research, ideation and iteration to ensure prioritized Amgen therapies meaningfully meet the needs of patients and providers at launch and evolve through life cycle management to improve the customer experience; 2) In partnership with cross-functional teams, CX provides customer requirements for development of drug delivery platforms and digital health platforms; 3) CX creates and pilots customized design frameworks and tools to effectively work within Amgen's culture and in partnership with commercialization scales design capabilities across business units and regions.

The CX Design Senior Manager role may cut across areas of CX responsibility. This strategic role develops a deep understanding of the diverse needs of patients, families, providers, and communities within disease areas. The Senior Manager will apply design thinking methods to define and prototype optimal customer experiences in close partnership with product teams and 'enabler' groups such as operations engineers, digital health, and others in innovation. The Senior Manager will lead programs, foster team integration, and leverage CX best practices.

Working within a highly regulated pharmaceutical arena, the role involves clear communication with a range of internal stakeholders including Product Teams, Global and Regional Business leaders, Operations and Clinical Development leaders, and Regulatory and Legal partners. Responsible for the quality of multiple and concurrent projects with critical deadlines, the CX Design Senior Manager will quickly adjust priorities and methods as needed. The role clearly defines program objectives and deliverables as well as troubleshoots potential risks. To leverage the full potential of CX expertise, the role taps CX members when appropriate for collaboration and will select and manage vendors to achieve the best possible results.

Primary Responsibilities

  • Lead and support development of CX led programs, managing internal and external resources

  • Thought partnership for identifying best-in-class customer support opportunities

  • Lead analysis for insight creation and relevant patient journey frameworks

  • Translate insights into customer requirements

  • Manage projects and initiatives set forth in the CX annual plan

  • Manage multiple projects with critical deadlines

  • Manage external vendors' onboarding, relationships, and quality of results

  • Partner cross-functionally to develop and implements project briefs

  • Quickly adjust to address ever-changing business challenges

  • Manage allocated project funding and budget

  • Liaise with Marketing Managers, Regulatory, Legal, Operations Engineering, Clinical Development, Global Strategic Sourcing, innovation groups and Contracted entities to ensure all pertinent forms, attestations and evaluations are completed and processed in a timely manner

  • Ensure CX activities are performed and documented in accordance with company standards (SOPs) and regulatory requirements

This role will require up to 25% travel (20% domestic, 5% international)

Basic Qualifications

  • Doctorate degree and 2 years of experience in human-centered design and/or experience design and/or marketing

OR

  • Master's degree and 4 years of experience in human-centered design and/or experience design and/or marketing

OR

  • Bachelor's degree and 6 years of experience in human-centered design and/or experience design and/or marketing

OR

  • Associate's degree and 10 years of experience in human-centered design and/or experience design and/or marketing

OR

  • High school diploma / GED and 12 years of experience in human-centered design and/or experience design and/or marketing

Preferred Qualifications

  • 5+ years of experience with strategic design/design management experience

  • 2+ years of experience within the pharmaceutical or healthcare industry addressing chronic illness

  • Innovation experience from concept to launch

  • Familiarity and interest in insight-driven service design solutions

  • Demonstrated ability to work cross-functionally, experience producing business results, and outstanding organizational skills

  • Experience planning, leading, and facilitating workshops

  • Excellent visual, written, and verbal communications skills

  • Inquisitive mind and inspiration to others.

  • Ability to synthesize data into executive level communications and presentations

  • Proven ability to proactively problem-solve in a matrix environment

  • Proven management experience with projects and vendors

  • Experience working with patients and HIPAA

Amgen is committed to unlocking the potential for patients suffering from serious illnesses by discovering, developing, manufacturing and delivering innovative human therapeutics. This approach begins by using tools like advanced human genetics to unravel the complexities of disease and understand the fundamentals of human biology.

Amgen focuses on areas of high unmet medical need and leverages its expertise to strive for solutions that improve health outcomes and dramatically improve people's lives. A biotechnology pioneer since 1980, Amgen has grown to be one of the world's leading independent biotechnology companies, has reached millions of patients around the world and is developing a pipeline of medicines with breakaway potential.

Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.