Make your mark for patients
We are looking for a Head of Omnichannel Excellence, who is impactful, collaborative, and culturally agile to join us in our Global Omnichannel team. This position can be based in either our Brussels, Belgium, Monheim, Germany or Slough, United Kingdom Offices in Europe. This hybrid position requires a minimum of 40% on site presence and up to 20% domestic/international travel.
About the role
You will help shape UCB’s omnichannel transformation over the next 3-5 years, leading the strategic evolution of how these capabilities become embedded into regional and country level operations within Patient Impact. This role will serve as a leader and key collaborator with cross-functional enablers.
Who you’ll work with
You will be a part of the Global Omnichannel Leadership Team, working closely with regional and affiliate teams across Europe including Digital Technology (DT), Medical, Compliance, and Global Marketing Operations Insights to Impact (I2I), Patient Impact Maximization, Global Asset Teams, and Regional and Local Omnichannel Lead to define, prioritize, and sequence how we enhance our omnichannel capabilities and set the pace for UCB’s overall maturity in the long term.
What you’ll do
1. Define the Vision: Establish and drive a 3–5-year omnichannel capability roadmap, enhancing maturity across global markets in collaboration with cross-functional and regional teams.
2. Lead Strategic Integration: Align omnichannel initiatives with Hub service evolution, digital transformation (DT), and Insights to Impact (I2I) to ensure cohesive execution and resource allocation.
3. Drive Consistency & Innovation: Champion the application of customer experience design principles, scale best practices, and integrate local innovations (e.g., GenAI, automation) into global strategies.
4. Measure & Optimize Performance: Develop KPIs, feedback loops, and governance frameworks to track roadmap adoption, innovation impact, and operational efficiency.
5. Foster Collaboration & Learning: Lead knowledge sharing across regions, support talent development, and embed omnichannel capabilities into enterprise learning agendas.
6. Inspire Change: Communicate strategy clearly, manage change effectively, and ensure organizational alignment and buy-in across Patient Impact and beyond.
Interested? For this role we’re looking for the following education, experience and skills
Minimum Experience/Skills Required:
7. 10-15+ years of experience in digital operations, service delivery, or omnichannel enablement ideally within pharma, or at least within life sciences or another regulated industry.
8. Fluency in English is required
9. Bachelor’s Degree
Preferred Experience/Skills
10. Master’s Degree/Other Advanced Degree
11. Proven track record in designing and scaling digital or omnichannel services in a global or regional shared services model
12. Strong operational and delivery mindset with experience in resource planning, project portfolio management, and performance tracking
13. Proven success scaling omnichannel services in global or regional shared service models
14. Strong operational mindset with expertise in planning, delivery, and performance tracking
15. knowledge of omnichannel technology: SFMC, orchestration, DAM, analytics, CDPs, GenAI
16. Skilled in service frameworks: intake models, SLAs, KPIs, and governance
17. Understanding of omnichannel strategy and pharma customer journey design
18. Familiarity with global/local execution, regulatory, privacy, and channel nuances
19. Success driving internal service adoption through a “pull” model across geographies
20. Fluency in other languages are highly desirable (French, German, Italian, Spanish)
Are you ready to ‘go beyond’ to create value and make your mark for patients? If this sounds like you, then we would love to hear from you!