At a Glance
- Tasks: Lead innovative medical education strategies and enhance healthcare professional experiences.
- Company: Ipsen Pharma, a global biopharmaceutical leader focused on transformative medicines.
- Benefits: Empowering workplace culture, growth opportunities, and commitment to employee well-being.
- Other info: Join a diverse team dedicated to improving lives through collaboration and excellence.
- Why this job: Make a real impact on patient health while driving innovation in medical education.
- Qualifications: Experience in pharma/biotech medical education and strong leadership skills required.
The predicted salary is between 75600 - 92400 £ per year.
About Ipsen
Ipsen is a mid-sized global biopharmaceutical company with a focus on transformative medicines in three therapeutic areas: Oncology, Rare Disease and Neuroscience. Supported by nearly 100 years of development experience, with global hubs in the U.S., France and the U.K, we tackle areas of high unmet medical need through research and innovation. Our passionate teams in more than 40 countries are focused on what matters and endeavour every day to bring medicines to patients in 88 countries. We build a workplace that champions human-centric leadership and fosters a culture of collaboration, excellence and impact. At Ipsen, every individual is empowered to be their true selves, grow and thrive alongside the company’s success. Join us on our journey towards sustainable growth, creating real impact on patients and society!
Job Description
Are you ready to lead and innovate in a dynamic, patient-focused biopharmaceutical company? Ipsen is a growing global specialty-driven biopharmaceutical company focused on innovation and specialty care. We aim to make a sustainable difference by significantly improving patients’ health and quality of life, providing effective therapeutic solutions for unmet medical needs through differentiated and innovative medicines in Oncology, Neurosciences, and Rare Diseases.
Why Ipsen?
- Patient-Focused: The patient is at the heart of everything we do, and improving their outcomes is the deliverable of every strategy.
- Employee Care: We care for our employees, who are the ambassadors making a real difference.
- Bold Leadership: We attract and develop bold, agile, entrepreneurial individuals who take full ownership of their decisions.
- Growth Opportunities: We offer a wealth of fulfilling challenges and growth opportunities in a fast-moving, game-changing organization.
About the Role
The Global Medical Customer Experience Lead leads the strategy, design, orchestration, execution and continuous improvement of external Medical Education and customer experiences for prioritised launch brands and assets, typically from two years before to two years after launch, across selected therapeutic areas (Rare Disease, Oncology and Neuroscience). The role translates medical strategy, scientific evidence, stakeholder needs and care gaps into engaging, compliant and measurable HCP learning journeys. It combines Medical Education leadership, curriculum and instructional design, multichannel and omnichannel engagement, global-to-local activation, platforms, data and performance measurement, in close operational partnership with Customer Engagement and key markets. The role sits within Medical Education and works in close strategic and operational partnership with the Asset and Customer Engagement teams to ensure that MedEd programmes use the right infrastructure, platforms, data standards, content workflows and measurement approaches.
Main Responsibilities
- Medical Education Experience Design & Activation: Develop a clear needs-analysis strategy to identify gaps in healthcare professionals’ knowledge and skills. Analyse data from multiple sources to identify educational needs in clinical practice and patient management. Collaborate with stakeholders to prioritise educational topics and objectives based on identified needs. Design, implement and evaluate curricula aligned with adult-learning principles and clinical relevance to create continuous learning opportunities. Translate MedEd objectives into integrated educational experiences across congresses, symposia, webinars, advisory boards, HCP portals, on-demand learning, peer-to-peer programmes and modular digital content. Partner with Customer Engagement to design journey mechanics, including pre-event activation, live engagement, post-event nurture, content sequencing, trigger logic and measurement. Develop scalable MedEd templates, learning modules, scientific content packages and localisation guidance that markets can adapt with less rework. Ensure programmes are differentiated by Congress360 tier or priority level, from global flagship education moments to repeatable self-service/local adaptation models.
- Strategy & Governance: Own the Medical Education customer experience roadmap aligned to medical strategy, scientific priorities and HCP learning needs. Define MedEd journey architectures by HCP segment, learning objective and moment of engagement, including awareness, knowledge, confidence, peer exchange and follow-up needs. Apply the Congress360 tiering framework and Congress 360 principles to prioritise MedEd moments, levels of support, channel mix and reusable education packages. Define governance, roles/RACI and decision rights with Medical Education, Medical Affairs, Customer Engagement, Brand/Asset teams, Congress/Event teams, Compliance, Legal, agencies and local teams. Embed scientific integrity, medical/legal review, privacy/consent, accessibility and risk requirements upfront in all experience and content planning.
- Platforms, Data & Measurement: Serve as the Medical Education business partner for relevant Customer Engagement capabilities, including ACE, Congress 360/event solutions, HCP portals/web, DAM/CMS, CRM/CLM where appropriate, marketing automation and analytics dashboards. Ensure MedEd assets and programmes are structured with clear taxonomy, metadata, content IDs, event IDs, claims/references, consent/privacy tags and measurement requirements. Define and maintain the MedEd KPI framework: reach, registration, attendance, completion, engagement quality, satisfaction, content reuse, learning progression, knowledge/confidence impact, localisation speed and review cycle time. Partner with Analytics, Customer Engagement and Medical Education teams to create dashboards, performance huddles and closed-loop optimization routines.
- Cross-Functional and Cross-Market Orchestration: Act as the connective tissue between Medical Education and Customer Engagement, ensuring MedEd strategy is translated into executable, measurable experiences. Lead planning with Medical Affairs, TA/Asset teams, Congress/Event teams, local medical teams, Compliance/Legal, IT, Analytics and external partners. Support global-to-local deployment by turning global MedEd priorities into clear toolkits, journey guidance and activation standards for priority markets.
- People & Influence: Influence without authority across Medical, Customer Engagement, brands, regions and markets; remove barriers and clarify ownership when work cuts across teams. Coach matrixed stakeholders on customer experience, digital education, content modularity, measurement and platform adoption. Foster a positive, practical, performance-oriented culture focused on scientific value, HCP experience and measurable learning outcomes.
Qualifications
- Extensive experience in pharma/biotech Medical Education, Medical Affairs, scientific communications, HCP education and/or digital medical engagement.
- Proven experience designing, launching and optimising medical education programmes across multiple brands or therapeutic areas, including congresses, symposia, webinars, HCP portals, on-demand learning and peer-to-peer education.
- Strong understanding of medical, legal and regulatory requirements for scientific and educational content, including appropriate separation of medical and promotional activities where relevant.
- Ability to translate medical strategy, scientific evidence and HCP learning needs into clear experiences, journey maps, content plans and measurable outcomes.
- Fluency with digital education and engagement capabilities, such as event/webinar platforms, HCP portals, DAM/CMS, CRM/CLM where appropriate, analytics/BI dashboards, taxonomy/metadata and content operations.
- Strong cross-functional leadership and influence in a matrixed environment, with the ability to align Medical Education, Medical Affairs, Customer Engagement, brands, regions, markets and external partners.
- Experience with modular content, AI-enabled content workflows, ACE or similar content intelligence systems, and scalable global-to-local education models.
- Experience with Congress 360 tiering, congress activation, digital event orchestration and post-event engagement journeys.
- Familiarity with HCP 360, consent-aware personalization, Next Best Action / Next Best Content concepts, and closed-loop medical education measurement.
- Experience operating across multiple geographies and enabling local medical teams through playbooks, training, templates and communities of practice.
- Launch, major congress, KOL/faculty management or external expert engagement experience.
- Bachelor’s degree in Life Sciences, Pharmacy, Medicine, Marketing, Education, Communications, Digital, Analytics or related field.
- Advanced scientific or medical degree (PharmD, MD, PhD, MSc) and/or MBA.
- Certification or formal training in medical education, digital learning, product ownership, agile ways of working or analytics.
- Fluent English.
Global Medical Customer Experience Lead in England employer: Ipsen
Ipsen Biopharm Ltd is an exceptional employer that prioritises a human-centric workplace culture, fostering collaboration and excellence. With a commitment to employee growth, Ipsen offers opportunities for continuous improvement and innovation in the biopharmaceutical field, particularly in vibrant locations like Paris and London. Employees are empowered to thrive, making a meaningful impact on patients and society while enjoying a supportive environment that values diverse perspectives.
StudySmarter Expert Advice🤫
We think this is how you could land Global Medical Customer Experience Lead in England
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We think you need these skills to ace Global Medical Customer Experience Lead in England
Some tips for your application 🫡
Showcase Your Relevant Experience:When applying for a role in the pharmaceutical industry, it's crucial to highlight any relevant experience you have. Whether that's internships, lab work, or even related coursework, make sure to weave this into your CV and cover letter. We want to see how your background aligns with the role you're applying for at Ipsen!
Emphasise Your Understanding of Regulations:The pharmaceutical industry is heavily regulated, so it's important to indicate your familiarity with industry standards and regulations. In your cover letter, mention any training or certifications you've received that are relevant, or discuss projects where you’ve navigated compliance. This will show Ipsen that you're not just a fit for the job but also a safety-conscious candidate!
Tailor Your CV to Be Result-Driven:Craft your CV to highlight quantifiable achievements, especially if you have previous roles in pharmaceuticals or related fields. Use metrics to demonstrate your impact, such as improved processing times or successful project completions while working on trials. This analytical approach will resonate well with hiring managers at Ipsen!
Convey Your Passion for the Industry:In your cover letter, express why you are passionate about working in the pharmaceutical sector. Whether it’s your desire to contribute to groundbreaking drug research or improve patient outcomes, let it shine through! At Ipsen, we value candidates who are truly enthusiastic about their work—you might just stand out from the crowd.
How to prepare for a job interview at Ipsen
✨Understand the Science
Make sure you brush up on key pharmaceutical concepts and recent developments in the industry. You might get asked some technical questions during the interview at Ipsen that show your grasp of drug development processes or regulatory requirements, so be ready to discuss them clearly.
✨Showcase Relevant Experience
If you have any hands-on experience or internships in a laboratory setting, be sure to highlight these in your responses. Think about the projects you worked on, the methodologies you used, and the impact you made. It's all about telling a story that connects your background to the role you're applying for.
✨Know Their Products
Take some time to familiarise yourself with Ipsen’s product range and recent breakthroughs. Understanding their portfolio not only shows your enthusiasm for the role but also allows you to ask insightful questions that demonstrate your interest in actively contributing to their projects.
✨Be Ready for Regulatory Scenarios
In a full-time pharmaceutical role, understanding the regulatory landscape is crucial. Prepare for situational questions that may test your problem-solving skills concerning compliance and safety standards. You could be asked how you'd handle a hypothetical issue regarding a drug’s market release, so think through your approach.
