Customer Engagement Lead

The Customer Engagement Lead is a role who acts as a coach for the cultural transformation in the new customer engagement model is the catalyst who enables better outcomes by delivering value for patients within the Ecosystem. The Customer Engagement Lead is an enabler for the customer facing roles (Patient Journey Partners) according to the needs of patients/customers.
Scope:
Helps in the implementation of the new model by creating safe environments for the team.
Acts as a team coach/mentor to develop the new mindset and required capabilities by facilitating team’s self-management and autonomy.
Support teams, Patient Journey Partners in their learning journey, provides support on both individual & team level for new ways of working
Promotes a feedback culture within groups and team-collaboration between all customer-facing roles.
Engages and fosters Patient Journey Partners connections with the network across disease areas, other ecosystems and beyond borders to foster learnings and experience exchange.
Acts as a change agent to accelerate ecosystem team and individual readiness for patient centricity and enhance Customer engagement where needed towards our purpose.
Support Definition/implementation of customer engagement strategy
The Customer Engagement Lead supports and challenges the teams in the achievement of their business outcomes and promotes the agile behaviors.
Act as catalyst to deploy solutions that improves patient’s journey and access to innovations
Supports the team to have an expanded vision in order to ensure best resources allocation which creates most value for patients
Oversee Business performance of the Ecosystem:.
Promote agile ways of working and Outcome Based Planning implementation.
Create Environment for customer centric performance, and value-based fit-for-purpose solutions.
To act fully in compliance with Competition Law and Code of Conduct in carrying out all duties; in this regard, it is of utmost importance to avoid prohibited practices.
Mindset & Competencies
:
Creative leadership profile, mastering VACC model
Energetic and inspired view on the work, ability to inspire fellow Ecosystem  members
Willingness to "roll up one's sleeves" and work and study outside her or his comfort zone
Exponential Thinking
Strong communication skills to convey complex ideas and alternatives to the Ecosystem Stakeholders and other involved parties
Desire and ability to work in an atmosphere of trust and transparency
Openness to new (other people's) ideas and desire to co-develop them together with the team
High ability to influence and to network across boundaries
Conflict management
Empowering & enabling role
Culture setter