At a Glance
- Tasks: Lead the creation of innovative customer journeys using data-driven strategies.
- Company: Join Astellas, a global leader in life sciences dedicated to patient care.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Collaborate globally with passionate professionals in a culture that values innovation and integrity.
- Why this job: Make a real impact on healthcare by shaping transformative therapies for patients worldwide.
- Qualifications: Experience in pharma or life sciences with strong skills in omnichannel strategy and marketing automation.
The predicted salary is between 34200 - 41800 £ per year.
Astellas is a global life sciences company committed to turning innovative science into VALUE for patients. We provide transformative therapies in disease areas that include oncology, ophthalmology, urology, immunology and women's health. Through our research and development programs, we are pioneering new healthcare solutions for diseases with high unmet medical need.
Are you driven to make a real difference in the lives of patients? We're seeking passionate individuals who thrive in dynamic environments, embrace new ideas, and aren't afraid to take intelligent risks. People who act with unwavering integrity and are deeply committed to making a tangible impact.
This is a permanent role based in Addlestone, UK. This position is hybrid with the expectation to be in office 2 days per week.
The Journey Orchestration Expert is part of the Customer Engagement Excellence (CEE) team within the broader Value Delivery organization. CEE is an integrated global group focused on supporting capabilities across VALUE Delivery, including Commercial (Sales/Marketing), Market Access and Medical Affairs, to enhance delivery and outcomes to the business, whilst prioritizing ethical decision making.
The Journey Orchestration Expert is a senior capability leader, responsible for enabling brand teams across commercial and medical to realize the full potential of a connected, data-driven omnichannel ecosystem. The role drives the ability to activate seamless customer journeys across paid, earned, and owned channels, ensuring orchestration capabilities translate into measurable engagement and business outcomes.
A key focus of the role is advancing Next Best Experience (NBE) AI-driven engagement models, partnering cross-functionally to embed intelligent decisioning into brand, field, and content activation strategies. The Journey Orchestration Expert collaborates closely with Value Teams to ensure customer identity, segmentation, automation, and orchestration capabilities are aligned for scale.
In the role of Chapter Expert, the individual executes day-to-day activities within their assigned Value Team, with responsibilities that may vary according to the team’s mandate. Within the Value Team, the Chapter Member focuses on resolving specific business challenges for the organization. Value Teams are established and evolve in response to changing business objectives, and Chapter Members serve as key business partners, applying their expertise to drive organizational results.
As a Value Team member, the individual collaborates with cross-functional resources to achieve defined objectives and outcomes, working from a prioritized backlog of tasks. The Chapter Expert works directly with the Value Team Lead to execute the team’s strategy and deliverables in alignment with its mission.
The Chapter Expert receives capability and skillset development under the guidance of the Chapter Lead, who provides coaching and mentoring within the Agile model.
Role and Responsibilities
- Enable brand teams to activate connected, data-driven omnichannel journeys across paid, earned, and owned channels, ensuring alignment with the Omnichannel Engagement Framework and clear performance measurement.
- Design and optimize end-to-end customer journeys leveraging customer insights, segmentation, and automation, while advancing Next Best Experience (NBE) AI-driven engagement models to embed intelligent decisioning into activation strategies.
- Enable Marketing Automation, Data, and Digital teams to evolve orchestration capabilities, including CDP enablement and harmonized HCP identity, consent, and preference frameworks that support compliant personalization at scale.
- Collaborate with chapter experts and value teams to ensure seamless content activation, consistent messaging, and continuous optimization of orchestrated experiences through agile ways of working.
Required Qualifications
- Vast experience in the pharmaceutical or life sciences industry, with demonstrated leadership in global, matrixed organisations operating across multiple markets.
- Proven expertise in omnichannel strategy, marketing enablement, journey orchestration, and marketing automation within regulated environments.
- Strong experience leveraging data, CDP/CRM platforms, and analytics to design customer journeys and enable intelligent engagement models (including AI-driven/NBE approaches).
- Deep understanding of content and channel ecosystems, including identity, consent, and personalisation frameworks supporting HCP engagement.
- Demonstrated ability to lead complex, cross-functional transformation initiatives spanning business, digital, and technology teams.
- Executive-level communication and influencing skills, with the ability to engage senior stakeholders and drive alignment across Commercial, Medical, Digital, and IT functions.
Preferred Qualifications
- Computer Science Degree or similar.
- Advanced Degree in healthcare or pharmaceutical marketing.
- Marketing technology / MarTech capabilities and strong data expertise.
- Strong customer-centric focus.
- Experience in Agile Environments.
- Experience managing internal and external resources.
- Experience working across regions, such as the Americas, Europe, and Japan.
What awaits you at Astellas?
- Global collaboration: Become part of a connected global business of like-minded life science leaders, all dedicated to improving patients' lives worldwide.
- Real-world patient impact: Contribute to transformative therapies that reach patients around the world, knowing your work makes a difference every day.
- Relentless Innovation: Join a company at the forefront of scientific breakthroughs, where you'll have the opportunity to shape the future of healthcare.
- A Culture of Growth: Chart your own course within a supportive environment that values your contributions, champions your development, and empowers you to pursue your passions.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Beware of recruitment scams impersonating Astellas recruiters or representatives. Authentic communication will only originate from an official Astellas LinkedIn profile or a verified company email address. If you encounter a fake profile or anything suspicious, report it promptly to LinkedIn's support team through LinkedIn Help.
Journey Orchestration Expert - UK employer: Astellas Pharma
Astellas Pharma is an exceptional employer that fosters a collaborative and innovative work culture, where employees are empowered to make a meaningful impact on patient care. With a strong focus on professional development, Astellas offers numerous growth opportunities and encourages continuous learning in the dynamic field of oncology. Located in a vibrant area, the company provides a supportive environment that values diversity and inclusion, making it an ideal place for passionate individuals to thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Journey Orchestration Expert - UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Astellas Pharma. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Astellas Pharma before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Journey Orchestration Expert - UK
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Astellas Pharma:Your cover letter is your chance to shine! Tell us why you want to work at Astellas Pharma specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Astellas Pharma!
How to prepare for a job interview at Astellas Pharma
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
