Global Customer Experience Data & Automation Lead

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!

SUMMARY OF THE POSITION

To own the data standards, measurement frameworks, and automation foundations that enable Ipsen to deliver scalable, compliant, and measurable customer experiences globally. This role is the structural backbone of Customer Experience data strategy — responsible for taxonomy, tagging, KPI harmonization, platform interoperability, and automation enablement across brands, channels, and markets. Working at the intersection of business, analytics, and technology, the role ensures that CX decisions are evidence‑based, operations are efficient, and execution is consistent from global strategy to local market delivery.

MAIN RESPONSIBILITIES

• Strategy & Governance: Define the Customer Experience data and automation strategy that enables scalable, measurable, and compliant engagement across brands, channels, and markets. Own the global roadmap for the foundational enablers of customer experience, including data standards, taxonomy, tagging, KPI harmonization, automation design principles, and interoperability across the martech ecosystem. Establish governance, guardrails, and common ways of working to reduce fragmentation across markets and functions while preserving appropriate local flexibility.
• Data Foundations & Optimization: Own the framework for harmonized customer experience measurement across brands, channels, and markets, ensuring common KPI definitions, reporting logic, and performance standards. Define and maintain the data foundations required for scalable customer experience measurement and activation, including taxonomy, tagging standards, metadata frameworks, content and campaign identifiers, consent and preference data requirements, and rules for data capture across platforms. Drive both external performance measurement and internal operational measurement, including engagement KPIs as well as efficiency metrics such as time‑to‑market, content reuse, workflow speed, and reporting effort reduction. Ensure CX data structures and KPIs are built to support marketing mix modeling, multi‑touch attribution, experimentation, and advanced analytics — in partnership with Data & Analytics.
• Automation & Platform Enablement: Define the automation principles, use cases, and operating standards that enable scalable execution across the marketing automation ecosystem. Improve interoperability across key platforms, including CRM, marketing automation, web, analytics, DAM, and related systems, to support more connected execution and clearer measurement. Partner with platform, product, and IT teams to translate business needs into scalable automation capabilities, prioritizing simplification of workflows, reduction of manual handoffs, and better data flow across systems.
• Cross‑Functional & Cross‑Regional Orchestration: Partner with Brands, Medical, Market Access, Analytics, IT, Compliance, and regional/local teams to align data, automation, and measurement priorities with business needs and operating realities. Provide global frameworks and standards that enable markets to execute more effectively while reducing duplication, inconsistency, and unnecessary local reinvention. Act as the connector between global strategy and local execution by ensuring that data and automation models are practical, scalable, and adaptable across regions.
• Adoption, Continuous Improvement & Influence: Drive adoption of new frameworks, tools, and ways of working through enablement, communication, and practical support for brands and markets. Establish a continuous improvement loop for customer experience data and automation, using business feedback, performance results, and operational metrics to refine standards, processes, and priorities over time. Influence without authority across a matrixed organization, bringing together business, analytics, and technology stakeholders around a common model for efficient and measurable customer experience.

KNOWLEDGE & EXPERIENCE

Knowledge & Experience (essential): 10–14+ years in pharma/biotech digital, data, marketing operations, or commercial enablement roles, with significant experience in global or regional matrixed environments. Strong experience in marketing data strategy, KPI definition, taxonomy / metadata governance, content operations, and cross‑platform enablement. Strong understanding of the practical enablers of scaled automation, including data readiness, trigger and event design, audience logic, identifier and governance required for compliant automation in a regulated environment. Hands‑on understanding of martech and content ecosystems, including CRM/CLM (e.g., Veeva), marketing automation, DAM/CMS, web analytics, BI, and data platforms. Comfortable operating at the intersection of business, data, and technology, translating technical complexity into clear business decisions. Proven ability to influence cross‑functional stakeholders and drive adoption of new ways of working in a matrixed organization. Experience enabling performance measurement, attribution approaches, experimentation, dashboard design, and/or marketing mix modeling.

Knowledge & Experience (preferred): Experience with content intelligence / AI‑enabled content systems, interoperability design, data product thinking, and global KPI harmonization across markets. Experience supporting commercial data strategy or omnichannel transformation programs in pharma. Strong systems thinker with a pragmatic, business‑oriented approach; able to balance strategic design with practical implementation. Deep understanding of MLR/PRC constraints, privacy / consent requirements, and compliant personalization in regulated environments.

Education / Certifications (essential): Bachelor’s degree (Marketing, Digital, Analytics, Data, Life Sciences or related).

Education / Certifications (preferred): Advanced degree (MBA, Analytics, Data, or Life Sciences).

Language(s) (essential): English.

Language(s) (preferred): French and/or Spanish.