Customer Experience Lead – Patient Strategy & Experience

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $240k - $330k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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argenx

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

🏥 Healthcare

💼 Consulting

🧬 Biotechnology

Healthcare • Consulting • Biotechnology

argenx is a biotechnology company committed to improving the lives of patients through immunology innovation. The company focuses on developing novel antibody-based therapies to treat severe autoimmune diseases. Using a collaborative approach with pioneering scientists and academic partners, argenx accelerates the discovery of therapeutic antibodies that target specific disease pathways. The company's proprietary products, such as efgartigimod, are aimed at treating diseases where IgG antibodies are pathogenic. Argenx emphasizes innovation, science of collaboration, and patient-centric approaches in its mission to deliver life-changing medical solutions.

📋 Description

• Define and lead CX strategy and establish the CX discipline across argenx patient services and communities • Develop and maintain an integrated, portfolio-level understanding of patient and caregiver journeys • Establish approaches for journey mapping, patient personas, touchpoint and channel assessment, and identifying moments that matter • Gather, synthesize, prioritize, and translate voice-of-patient inputs into strategic priorities and experience decisions • Identify experience opportunities, unmet needs, friction points, and gaps and translate them into recommendations • Codify CX approaches and learnings into scalable frameworks and practices • Establish Human-Centered Design and Design Thinking through empathy research, co-creation workshops, and design sprints • Lead journey design, concept development, co-creation, prototyping, and structured testing • Translate ambiguous opportunities into experience challenges, hypotheses, pilots, and success measures • Build an experimentation model to test, refine, and de-risk CX concepts • Serve as senior CX integrator across Patient Marketing and Engagement Strategy, Patient Support Services, Field Clinical Educators, Patient Advocacy, and other communities • Partner with the Vice President, Patient Strategy & Experience, and represent CX in strategic planning, portfolio governance, and executive leadership forums • Build partnerships across Commercial, Medical, Digital & Technology, Insights & Analytics, Legal, Regulatory, Compliance, Clinical Trials, and other functions • Translate CX opportunities and insights into business cases and recommendations for leadership action and investment • Define CX measurement approaches, outcomes, and indicators across the portfolio • Use CX data, qualitative insight, behavioral signals, and other measures for continuous improvement • Partner with Digital & Technology to design and deploy technology and AI-enabled solutions • Define tools, frameworks, standards, and ways of working for a scalable CX capability • Build CX and HCD capability through training, coaching, and hands-on facilitation • Establish external partnerships and specialist resources • Foster patient-centeredness, experimentation, learning, and continuous improvement

🎯 Requirements

• BA/BS required; advanced degree preferred • Approximately 12-15+ years of relevant experience across Customer Experience, Human-Centered Design, Design Thinking, innovation, or related disciplines • Pharmaceutical, biotechnology, or healthcare experience required • Meaningful experience working in patient-facing environments strongly preferred • Demonstrated experience setting and leading CX, Innovation, or Human-Centered Design strategy within a complex organization • Track record of building or scaling a new capability, discipline, program, or way of working from the ground up • Significant experience applying HCD, journey mapping, patient/customer insight, and experimentation to improve experiences • Demonstrated success influencing senior leaders and cross-community teams in a highly matrixed environment • Experience translating customer or patient insight into strategic recommendations, business cases, and organizational action • Experience establishing measurement approaches and using insight and performance data to guide prioritization and continuous improvement • Experience partnering with Legal, Regulatory, Compliance, Medical, Digital/Technology, and other teams within a regulated environment • Innovation, entrepreneurial, or capability-building experience strongly preferred • CX and/or Human-Centered Design credentials are a plus but are not a substitute for demonstrated strategic leadership and experience • Deep understanding of customer and CX strategy, experience design, Design Thinking (DT), and Human-Centered Design (HCD) within healthcare, life sciences, or other complex customer environments • Ability to develop end-to-end patient journeys and translate patient needs, behaviors, insights, and pain points into clear experience priorities and strategic recommendations • Strong practitioner fluency in DT/HCD approaches, including empathy mapping, journey mapping, persona development, co-creation, prototyping, testing, and iterative experience design • Ability to bring structure and strategic direction to ambiguous, early-stage opportunities • Strong portfolio thinking across disease areas and patient populations • Demonstrated ability to influence senior and executive stakeholders without formal authority • Strong analytical orientation connecting qualitative and quantitative patient insight to decisions, investment priorities, and measurable outcomes • Ability to translate complex CX findings into actionable business recommendations • Strong understanding of digital, data, technology, and AI in healthcare experience design • Strong understanding of regulatory, legal, compliance, and privacy considerations in biotechnology and pharmaceutical environments • Strong communication, facilitation, storytelling, executive communication, and presence • Entrepreneurial mindset and ability to build new capabilities in an evolving organization

🏖️ Benefits

• Short-term incentive programs • Long-term incentive programs • Retirement savings plans • Health benefits • Comprehensive benefits package • Equal consideration for employment without discrimination • Reasonable accommodation in completing the application, interviewing, or otherwise participating in the candidate selection process