Customer Experience Lead – Patient Strategy & Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Define and spearhead the CX strategy while establishing the CX discipline throughout argenx patient services and communities.

• Develop and uphold a comprehensive, portfolio-level understanding of patient and caregiver journeys.

• Create methodologies for journey mapping, patient personas, touchpoint and channel assessment, and identifying critical moments.

• Collect, synthesize, prioritize, and convert voice-of-patient inputs into strategic priorities and experience decisions.

• Identify experience opportunities, unmet needs, friction points, and gaps, and convert them into actionable recommendations.

• Codify CX methodologies and insights into scalable frameworks and practices.

• Implement Human-Centered Design and Design Thinking through empathy research, co-creation workshops, and design sprints.

• Guide journey design, concept creation, co-creation, prototyping, and structured testing.

• Transform ambiguous opportunities into experience challenges, hypotheses, pilots, and success metrics.

• Develop an experimentation model to test, refine, and mitigate risks associated with CX concepts.

• Act as a key CX integrator across Patient Marketing and Engagement Strategy, Patient Support Services, Field Clinical Educators, Patient Advocacy, and other communities.

• Collaborate with the Vice President of Patient Strategy & Experience, representing CX in strategic planning, portfolio governance, and executive leadership forums.

• Foster partnerships across Commercial, Medical, Digital & Technology, Insights & Analytics, Legal, Regulatory, Compliance, Clinical Trials, and other functions.

• Convert CX opportunities and insights into business cases and actionable recommendations for leadership investment.

• Define CX measurement methodologies, outcomes, and indicators across the portfolio.

• Utilize CX data, qualitative insights, behavioral signals, and other metrics for continuous improvement.

• Collaborate with Digital & Technology to design and implement technology and AI-enabled solutions.

• Establish tools, frameworks, standards, and operational methods for a scalable CX capability.

• Develop CX and HCD capability through training, coaching, and hands-on facilitation.

• Build external partnerships and access specialist resources.

• Promote patient-centeredness, experimentation, learning, and continuous improvement.

⛳️ Requirements

• BA/BS required; advanced degree preferred.

• Approximately 12-15+ years of relevant experience in Customer Experience, Human-Centered Design, Design Thinking, innovation, or related fields.

• Required experience in the pharmaceutical, biotechnology, or healthcare sectors.

• Strong preference for significant experience in patient-facing environments.

• Proven experience in setting and leading CX, Innovation, or Human-Centered Design strategy within a complex organization.

• Demonstrated success in building or scaling a new capability, discipline, program, or operational method from the ground up.

• Extensive experience applying HCD, journey mapping, patient/customer insights, and experimentation to enhance experiences.

• Proven ability to influence senior leaders and cross-community teams within a highly matrixed environment.

• Experience in translating customer or patient insights into strategic recommendations, business cases, and actionable organizational initiatives.

• Expertise in establishing measurement methodologies and utilizing insights and performance data to inform prioritization and continuous improvement.

• Experience collaborating with Legal, Regulatory, Compliance, Medical, Digital/Technology, and other teams within a regulated environment.

• Strong preference for innovation, entrepreneurial, or capability-building experience.

• CX and/or Human-Centered Design credentials are advantageous but do not replace demonstrated strategic leadership and experience.

• Deep understanding of customer and CX strategy, experience design, Design Thinking (DT), and Human-Centered Design (HCD) in healthcare, life sciences, or other complex customer environments.

• Ability to develop comprehensive patient journeys and convert patient needs, behaviors, insights, and pain points into clear experience priorities and strategic recommendations.

• Strong practitioner fluency in DT/HCD methodologies, including empathy mapping, journey mapping, persona development, co-creation, prototyping, testing, and iterative experience design.

• Capacity to bring structure and strategic direction to ambiguous, early-stage opportunities.

• Strong portfolio thinking across disease areas and patient populations.

• Proven ability to influence senior and executive stakeholders without formal authority.

• Strong analytical orientation connecting qualitative and quantitative patient insights to decisions, investment priorities, and measurable outcomes.

• Ability to translate complex CX findings into actionable business recommendations.

• Comprehensive understanding of digital, data, technology, and AI in healthcare experience design.

• Thorough understanding of regulatory, legal, compliance, and privacy considerations in biotechnology and pharmaceutical sectors.

• Exceptional communication, facilitation, storytelling, executive communication skills, and presence.

• Entrepreneurial mindset with the ability to build new capabilities in a dynamic 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 accommodations during the application, interview, or candidate selection process.