Career Category
Finance
**Job Description**:
- Accountabilities- The role will support and partner with the Customer Experience (CX) team in Amgen's Global Marketing department for pipeline and lifecycle management products in support of VBHC objectives.
- Responsibilities- Create productive relationships with the Global Marketing Customer Experience and VBHC to support prioritized VBHC brand initiatives requiring design research, analysis, and communication of findings and relevant insights.- Thought partner with Customer Experience to bring and build Design Thinking capabilities in the EU.- Ensure we're identifying the right problems to solve for the right customers.- Plan, design, and conduct multiple simultaneous projects in support of the VBHC strategic plans relating to innovation across Amgen's product portfolio- Provide options for human-centered research (e.g.
approach, hypotheses, stimuli, and output) with VBHC and Global CX.- Develop protocol to gain insights and empathy that inform concept prototype development and marketing requirements across various media solutions- Ensure both routine and ad-hoc projects meet service-level expectations for quality, timeliness, and budget- Create executive summaries that go beyond a vendor's summary and recommendations, for example a meta report may include the syntheses of pre-existing research and business strategy as well as CX recommendations.- Coordinate with Global BAI and CX to ensure continuity- Build a network of vendors to enable EU design research activities
- Authority
Responsible for the quality of multiple and concurrent projects with critical dead lines.
Clearly defines project objectives and deliverables - troubleshoots potential risks.
To leverage the internal expertise, the role pulls in CX and VBHC members to support projects and is adept at selecting and managing vendors to achieve the best possible results.
ADH when appropriate will be pulled in as well.
- Outputs
The role supervises the exploration and uncovering of the full range of patient, caregiver, physician and allied health professionals needs.
Deliverables include assessment and prioritization of customer needs; testing and refinement of design and service options; and actionable recommendations on CX, VBHC, ADH and marketing offerings to pursue based on customer needs.
- Competencies- Ability to define and communicate program objectives- Ability to define human-centered design research protocol that engages customers to identify core problems and needs.- Experience in developing patient journeys and prioritization of insights and leverage points- Ability to manage research vendors and set standards for quality of methods and analysis.- Ability to actively participate in generating deep customer insights.- Ability to lead cross-functional, insight workshops that generate deep customer insights related behaviors.- Ability to translate insights into design concepts to improve health outcomes and VBHC concepts.- Experience with projective techniques and cultural probes (including 1:1 interviews, home exercises, participatory design, co-creation, and prototyping as a means of discovery)- Strong project management skills and a consultative, client service orientation- Ability to passionately advocate for the end user and influence design decisions so that they are aligned with user needs- Demonstrated analytical skills regarding behavioral objectives and softer qualitative requirements for competitive advantage.- Ability to work collaboratively in a team environment and contribute to building a team culture
- Qualifications
Basic Qualifications- Doctorate degree & 2 years of market research, service/industrial design and/or management consulting experience- OR- Master's degree & 4 years of market research, service/industrial design and/or management consulting experience- OR- Bachelor's degree & 6 years of market research, service/industrial design and/or management consulting experience- OR- Associate's degree & 10 years of market research, service/industrial design and/or management consulting experience- OR- High school diploma / GED & 12 years of market research, service/industrial design and/or management consulting experiencePreferred Qualifications- Master's degree in design or related field- Experience in design research- Experience in human-centered research in the pharmaceutical industry- Excellent visual, oral, and written communication skills
.