Director, Global Medical Affairs, Omnichannel Transformation & Customer Experien

About this role

BeOne continues to grow at a rapid pace with challenging and exciting opportunities for experienced professionals. When considering candidates, we look for scientific and business professionals who are highly motivated, collaborative, and most importantly, share our passionate interest in fighting cancer.
General Description:

Healthcare professionals are navigating increasing demands on their time and an ever-expanding volume of information.At the same time, treatment decisions are increasingly shaped through collaboration across a broader healthcare ecosystem. Global Medical Affairs has a unique opportunity to meet these challenges by creating connected, customer-centered experiences that make scientific communications more relevant, accessible, and impactful.

The Director, GMA Omnichannel Innovation & Customer Experience will lead the design, innovation, and scaling of omnichannel engagement capabilities across Global Medical Affairs. This role sits at the intersection of medical strategy, scientific communications, customer insights, andemergingtechnologies, transforming how Medical Affairs delivers scientificinformationand engages the healthcare ecosystem.

The Director, GMA Omnichannel Innovation & CustomerExperiencewill help lead this evolution by translating medical strategy, customer insights, scientific priorities, and key messages into clear engagement plans that connect content, channels, timing, field interactions, and measurement into coordinated and data driven customer journeys.

This role will amplify impact across Global Medical Affairs byestablishingthe frameworks, playbooks, standards, and change-management approachesthat enable teams to plan, execute, measure, and scale customer-centered engagement consistently across franchises, markets, and priority initiatives.

This position reports to the Senior Director, Global Medical Affairs Omnichannel Center of Excellence.

Essential Functions of the Job:

Customer Experience Planning & Omnichannel Orchestration

• Advance customer experience planning by defining how Medical Affairs engagement can be designed around customer needs, moments that matter, scientific priorities, and measurable outcomes.

• Partnerwith global and regional Medical Affairs teams to translate strategy, customer insights, and key scientific messages into practical engagement plans across relevant channels and touchpoints.

• Design holistic customer journeys that thoughtfully connect digital, field-enabled, congress, third-party, web, email, social, and other engagement channels to create coordinated, relevant scientific engagement.

• Apply segmentation, behavioral insights, customer preferences, and performance data to improve relevance, sequencing, personalization, and coordination of scientific engagement.

Scalable Content & Engagement Enablement

• Partner with Scientific Communications, Publications, Medical Information, Field Medical, and content partners to ensure scientific content supports the customer journey, key messages, channel needs, and engagementobjectives.

• Advance scalable content approaches that improve reuse, modularity, discoverability, fit-for-channel adaptation, and speed while preserving scientific rigor and non-promotional standards.

• Define content requirements for omnichannel engagement plans, including content needs, channel fit, adaptation requirements, measurement approach, and opportunities to maximize reuse and impact.

• Collaborate with internal and external partners to streamline content activation, Medical/Legal/Regulatory review considerations, channel readiness, andexplore opportunities to scale content and improve efficiency using AI.

Innovation, Measurement & Continuous Optimization

• Identify, pilot, and scale capabilities that improve customer experience, engagement effectiveness, and operational efficiency, including AI-supported workflows, analytics, personalization, content discoverability, and emerging engagement models.

• Define success measures andclosed-looplearning approaches that connect customer insights, engagement data, content performance, field feedback, and business priorities to optimization decisions.

• Translate data and learnings into clear recommendations that improve customer journeys, engagement planning, capability roadmaps, and resource prioritization.

• Advance bold innovation with a practical focus on operational excellence, compliance, governance, and the evolving needs of globaland local Medical Affairs teams.

Capability Building, Playbooks & Change Management

• Build scalable frameworks, playbooks, templates, and standards that help Medical Affairs teams plan and orchestrate customer-centered engagement consistently across franchises and markets.

• Codify emerging best practices from the Omnichannel Center of Excellence into practical guidance that teams can adopt, adapt, and scale locally.

• Lead education, workshops, and change-management efforts that build omnichannel acumen and strengthen proactive customer experience planning across Medical Affairs teams.

• Establish clear ways of working, governance expectations, and partnership models that enable efficient planning whilemaintainingcompliance, quality, and scientific integrity.

Supervisory Responsibilities:

• Expected to lead through influence, mentor peers and partners, and serve as a functional leader for omnichannel customer experience planning and capability-building.

Education Required:

• Advanced degree (MS, PhD, PharmD, or MD)required. 10+ years in the pharmaceutical, biotech, or life sciences industry, including 6+ years in Medical Affairs, digital strategy, omnichannel engagement, customer experience, or related capability-building roles.

Qualifications:

• Strongunderstanding of Medical Affairs, scientific communications, non-promotional engagement, and compliant content development.

• Demonstrated experience supporting Medical Affairs engagement across solid tumor and hematologic oncology…