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Patient Strategy & Experience, Customer Experience Lead

argenx
Remote, USA
Full-time
Lead · 12+ years experience
Remote
USD 240000-330000 / year
Discovered Today

Full Job Posting

ROLES AND RESPONSIBILITIES:

  • Customer Experience Strategy & Voice of Patient
  • Define and lead CX strategy and establish the CX discipline across all argenx patient services and communities.
  • Develop and maintain an integrated, portfolio-level understanding of patient and caregiver journeys across disease areas, patient populations, and lifecycle stages.
  • Establish repeatable approaches for journey mapping, patient personas, touchpoint and channel assessment, and identification of the moments that matter most across the patient experience.
  • Define how patient insight and voice-of-patient inputs are gathered, synthesized, prioritized, and translated into strategic priorities and experience decisions.
  • Identify experience opportunities, unmet needs, friction points, and gaps across patient journeys and translate them into clear recommendations for relevant communities and teams.
  • Maintain a portfolio-level view of evolving patient needs and experiences, helping leadership determine where focused attention and investment can create the greatest impact.
  • Ensure CX strategy remains connected to evolving patient, disease, market, scientific, and portfolio dynamics.
  • Codify CX approaches and learnings into scalable frameworks and practices that can support patient-facing teams and, where relevant, inform broader CX efforts across argenx.
  • Design Thinking, Experience Design & Experimentation
  • Establish HCD/DT, including empathy research, co-creation workshops, and design sprints, as a core approach for developing, prototyping, testing, and improving CX concepts before they are deployed at scale.
  • Lead journey design, concept development, co-creation, prototyping, and structured testing approaches that enable argenx to learn directly from patients and caregivers.
  • Translate ambiguous or emerging opportunities into clearly defined experience challenges, hypotheses, pilots, and success measures.
  • Build an experimentation model that allows new CX concepts to be tested, refined, and de-risked before broader investment and implementation.
  • Identify opportunities to create differentiated patient experiences as argenx expands into new disease areas and patient populations.
  • Partner with patient-facing teams and external specialists to apply experience design approaches where they can create the greatest value.
  • Connect emerging scientific, medical, and portfolio developments to CX planning, so future experience needs are considered early rather than after strategies and programs are established.
  • Bring a forward-looking perspective on experience innovation, identifying new approaches, technologies, and capabilities that could meaningfully improve how patients engage with argenx and our medicines.
  • Cross-Community & Executive Leadership
  • Serve as the senior CX integrator across Patient Marketing and Engagement Strategy, Patient Support Services, Field Clinical Educators, Patient Advocacy, and other relevant communities and teams.
  • Translate patient journeys, voice-of-patient insights, and experience testing into clear, actionable recommendations for the teams responsible for designing and delivering patient programs and interactions.
  • Influence leaders to act on CX opportunities while preserving clear accountability within individual communities and teams for strategy and execution.
  • Partner closely with the Vice President, Patient Strategy & Experience, and represent CX directly in enterprise-wide strategic planning, portfolio governance, and executive leadership forums.
  • Connect with CX leaders and capabilities across argenx communities to share insights, contribute to common experience principles and practices, and identify opportunities to strengthen consistency and connectivity across customer journeys.
  • Build strong partnerships across Commercial, Medical, Digital & Technology, Insights & Analytics, Legal, Regulatory, Compliance, Clinical Trials, and other relevant communities and capabilities.
  • Create effective ways of working across patient-facing teams to strengthen alignment, reduce experience fragmentation, and create a more connected end-to-end patient journey.
  • Translate CX opportunities and insights into compelling business cases and recommendations that enable leadership action and investment decisions.
  • Champion patient-centered thinking across the organization and help build understanding of how decisions made across communities contribute to the overall experience patients have with argenx and our medicines.
  • Measurement, Technology & Customer Experience Capability Building
  • Define the measurement approach for CX, establishing the outcomes and indicators needed to understand experience quality, impact, and improvement across the portfolio.
  • Establish consistent approaches for measuring CX while allowing metrics to flex based on disease area, patient population, journey stage, and experience objective.
  • Use CX data, qualitative insight, behavioral signals, and other relevant measures to identify opportunities for continuous improvement across key touchpoints and journeys.
  • Bring an analytical and portfolio-level perspective to experience prioritization, ensuring resources and effort are focused where they can create the greatest patient and business impact.
  • Partner with Digital & Technology and other teams to identify, design, and deploy technology and AI-enabled solutions that can meaningfully improve the experiences patients have with argenx and our medicines.
  • Define the tools, frameworks, standards, and ways of working required to build a scalable CX capability, aligning with and contributing to broader customer experience approaches across argenx communities, where relevant.
  • Build CX and HCD capability across patient-facing teams through training, coaching, and hands-on facilitation, so teams can increasingly apply patient-centered approaches within their own work.
  • Establish external partnerships and specialist resources where needed to supplement internal capability and accelerate development of the discipline.
  • Foster a culture of patient-centeredness, curiosity, experimentation, learning, and continuous improvement.
  • SKILLS AND COMPETENCIES:
  • Deep understanding of customer and CX strategy, experience design, Design Thinking (DT), and Human-Centered Design (HCD) within healthcare, life sciences, or other complex customer environments.
  • Ability to develop end-to-end patient journeys and translate patient needs, behaviors, insights, and pain points into clear experience priorities and strategic recommendations.
  • Strong practitioner fluency in DT/HCD approaches, including empathy mapping, journey mapping, persona development, co-creation, prototyping, testing, and iterative experience design.
  • Ability to bring structure and strategic direction to ambiguous, early-stage opportunities where no established playbook exists.
  • Strong portfolio thinking, with the ability to identify common experience needs while recognizing meaningful differences across disease areas and patient populations.
  • Demonstrated ability to influence senior and executive stakeholders and leaders across communities without formal authority and align teams around shared CX priorities.
  • Strong analytical orientation and ability to connect qualitative and quantitative patient insight to decisions, investment priorities, and measurable outcomes.
  • Ability to translate complex CX findings into compelling, actionable business recommendations for senior leaders.
  • Strong understanding of the opportunities and considerations associated with digital, data, technology, and AI in healthcare experience design.
  • Strong understanding of the regulatory, legal, compliance, and privacy considerations associated with designing patient experiences in biotechnology and pharmaceutical environments.
  • Strong communication, facilitation, and storytelling skills, with the ability to bring the CX strategies and opportunities to life for a range of audiences.
  • Executive-level communication and presence, with the ability to represent CX in enterprise governance and portfolio forums.
  • Entrepreneurial mindset and demonstrated ability to build new capabilities, approaches, or disciplines in an evolving organization.

EDUCATION, EXPERIENCE AND QUALIFICATIONS:

  • BA/BS required; advanced degree preferred.
  • Approximately 12-15+ years of relevant experience across Customer Experience, Human-Centered Design, Design Thinking, innovation, or related disciplines.
  • Pharmaceutical, biotechnology, or healthcare experience required, with meaningful experience working in patient-facing environments strongly preferred.
  • Demonstrated experience setting and leading CX, Innovation, or Human-Centered Design strategy within a complex organization.
  • Track record of building or scaling a new capability, discipline, program, or way of working from the ground up.
  • Significant experience applying HCD, journey mapping, patient/customer insight, and experimentation to improve experiences.
  • Demonstrated success influencing senior leaders and cross-community teams in a highly matrixed environment.
  • Experience translating customer or patient insight into strategic recommendations, business cases, and organizational action.
  • Experience establishing measurement approaches and using insight and performance data to guide prioritization and continuous improvement.
  • Experience partnering with Legal, Regulatory, Compliance, Medical, Digital/Technology, and other teams within a regulated environment.
  • Innovation, entrepreneurial, or capability-building experience strongly preferred.
  • CX and/or Human-Centered Design credentials are a plus but are not a substitute for demonstrated strategic leadership and experience.
  • #LI-Remote
  • For applicants in the United States: The annual base salary hiring range for this position is $240,000.00 - $330,000.00 USD. This range reflects our good faith estimate at the time of posting. Individual compensation is determined using objective, inclusive, and job-related criteria such as relevant experience, skills, demonstrated competencies and internal equity. This means actual pay may differ from the posted range when justified by these factors. Because market conditions evolve, pay ranges are reviewed regularly and may be adjusted to remain aligned with external benchmarks.
  • This job is eligible to participate in our short-term and long-term incentive programs, subject to the terms and conditions of those plans and applicable policies. It also includes a comprehensive benefits package, including but not limited to retirement savings plans, health benefits and other benefits subject to the terms of the applicable plans and program guidelines.
  • At argenx, all applicants are welcomed in an inclusive environment. They will receive equal consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other applicable legally protected characteristics. argenx is proud to be an equal opportunity employer.
  • Before you submit your application, CV or any other personal details to us, please review our argenx Privacy Notice for Job Applicants to learn more about how argenx B.V. and its affiliates (“argenx”) will handle and protect your personal data. If you have any questions or you wish to exercise your privacy rights, please contact our Global Privacy Office by email at [email protected].
  • If you require reasonable accommodation in completing your application, interviewing, or otherwise participating in the candidate selection process please contact us at [email protected]. Only inquiries related to an accommodation request will receive a response.
  • Deep understanding of customer and CX strategy, experience design, Design Thinking (DT), and Human-Centered Design (HCD) within healthcare, life sciences, or other complex customer environments.
  • Ability to develop end-to-end patient journeys and translate patient needs, behaviors, insights, and pain points into clear experience priorities and strategic recommendations.
  • Strong practitioner fluency in DT/HCD approaches, including empathy mapping, journey mapping, persona development, co-creation, prototyping, testing, and iterative experience design.
  • Ability to bring structure and strategic direction to ambiguous, early-stage opportunities where no established playbook exists.
  • Strong portfolio thinking, with the ability to identify common experience needs while recognizing meaningful differences across disease areas and patient populations.
  • Demonstrated ability to influence senior and executive stakeholders and leaders across communities without formal authority and align teams around shared CX priorities.
  • Strong analytical orientation and ability to connect qualitative and quantitative patient insight to decisions, investment priorities, and measurable outcomes.
  • Ability to translate complex CX findings into compelling, actionable business recommendations for senior leaders.
  • Strong understanding of the opportunities and considerations associated with digital, data, technology, and AI in healthcare experience design.
  • Strong understanding of the regulatory, legal, compliance, and privacy considerations associated with designing patient experiences in biotechnology and pharmaceutical environments.
  • Strong communication, facilitation, and storytelling skills, with the ability to bring the CX strategies and opportunities to life for a range of audiences.
  • Executive-level communication and presence, with the ability to represent CX in enterprise governance and portfolio forums.
  • Entrepreneurial mindset and demonstrated ability to build new capabilities, approaches, or disciplines in an evolving organization.

Preferred Qualifications

  • BA/BS required; advanced degree preferred.
  • Pharmaceutical, biotechnology, or healthcare experience required, with meaningful experience working in patient-facing environments strongly preferred.
  • Innovation, entrepreneurial, or capability-building experience strongly preferred.
  • CX and/or Human-Centered Design credentials are a plus but are not a substitute for demonstrated strategic leadership and experience.

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