A Customer Insights and Solutions Director within CEVEO dedicated to the Gen Pharma products
The Director of Customer Insights and Solutions will need to possess a deep understanding of US Payer, IDN and Policy Maker needs, priorities and evidence requirements. They will understand how population-based decision makers are using evidence to inform decisions, deploy population-management programs and cost containment strategies, and control new product coverage/use. They will use this knowledge to:
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• Lead the development of strategic engagement and communication plans for multiple brands and across multiple customer segments (Payers, IDNs, Policy Makers, etc).
• Develop and lead launch excellence plans for USHO & MP Field Teams
• Identify and/or anticipate customer needs in context of brand access strategies, emerging data, or new market entrants
• Assess customer evidence requirements for GSK medicines and lead the development of product value stories for Payers, IDNs, etc.
• Translate real-world evidence, CER, and other observational research studies (including models) in a compelling and effective manner.
PROBLEM SOLVING & INNOVATION
• The Customer Insights and Solutions Director is in a position to affect a great deal of change within GSK; they will serve as the primary customer advocate internally and be accountable for driving Health Outcomes activities to align with customer needs and brand strategies. This role will be accountable for developing new and innovative ways to meet established and emerging customer needs (including leveraging technology). In the context of new product launches, the role will need to rapidly understand and assess the impact of changing market dynamics, unanticipated customer barriers, or evolving customer needs. This understanding must then be used to develop a set of potential solutions that align with customer needs, product strategy and GSK compliance requirements.
• This role will need to anticipate and make plans to address problems and barriers in the context of a highly matrixed and regulated environment. This requires a willingness to proactively identify and discuss potential issues with commercial partners and the ability to problem solve solutions when GSK policies complicate or seem in conflict with our goals of meeting customer needs.
• Assessment of risk associated with proposed medical activities/communications/customer materials will also be a key component of this role.
INTERACTION
• Individuals in this role work within a highly-matrixed and dynamic internal team environment. They must establish rapport, trust and credibility with individuals in highly-influential roles within US Medical Affairs or Commercial teams. They will need to inform, influence, and engage Director-level and higher commercial and medical business partners. These internal teams may at times need convincing or education to understand and act on customer needs. There will at times, be disagreements or disputes over how to handle customer feedback or requests. This role will need to be able effectively manage this type of conflict with highly-educated (and at times ego centric) partners in the context of challenging business situations. This requires strong communication and active listening skills, professional maturity, and business acumen.
• This role will also collect feedback and insights from US Field Medical Teams and lead cross functional groups in brainstorming and problem-solving sessions. Strong communication, facilitation and problem solving skills, along with an ability to drive a group to action/decisions, will be required.
• Typical communications include presentations, review and application of consensus and / or syndicated reports, research plans, Medical Voice of Customer analytics, etc. Outside the organization, the individual in this role may represent GSK Health Outcomes and Medical Affairs in external forums, scientific meetings, policy or advocacy forums.
IMPACT
This role directly contributes to a key company goal: ensuring patients have appropriate access to GSK products. Aligning USMA’s research, communication and scientific engagement plans with US population-decision-maker needs is critical to establishing and maintaining access to our medicines. Individuals in this role will play a critical role in that alignment process by leveraging their understanding of customer needs to drive US medical strategies and priorities across multiple brands in a therapeutic area. They are also accountable for determining how, and through what channels, USMA will translate and communicate evidence on GSK products to US Payers, IDNs and other formulary decision-makers. Our ability to generate and communicate evidence that meets customer’s needs and informs access decisions on GSK products is directly impacted by this role. The role plans and delivers relevant and meaningful customer communication materials for our Field Medical team. These resources are used directly by customers to inform formulary access decisions, treatment algorithms, benefit design and other population-management strategies – all of which can have significant impact on the appropriate use of GSK products.
This role serves as an equal and influential partner to Director-level and above roles in both the Medical Affairs and Commercial organizations.
Basic qualifications:
• 5 plus years experience working with US Payers or Integrated Delivery Network customers (directly or indirectly) in a research or communications role
• 5 plus years extensive and relevant scientific experience (communicating and translating population-based research) in a pharmaceutical , managed care, or Health System setting
• Direct experience with and knowledge of US Payers, IDNs, or Government Customers (CMS, AHRQ, etc) is strongly desired; Residency and/or post-doctoral training in a pharmaceutical industry/health system/payer setting is preferred
• Experience communicating and translating evidence and customer insights to/with matrix team partners; proven ability to develop innovative, customer-focused medical solutions and resources.
• Understanding of Medical Health Information Technology/EMR platforms, systems, and observational databases preferred.
• Proven ability to leverage technology and multiple communication channels for customer engagement.
• Experience working with third party vendors and managing projects/budgets required.
• Clear understanding of observational research methodologies and a demonstrated ability to translate real-world evidence, CER, and other observational research studies (including models) in an effective credible manner. Able to independently evaluate the scientific literature regarding observational research and health economics and health policy.
Preferred qualifications:
• 5 plus years experience working with US Payers or Integrated Delivery Network customers (directly or indirectly) in a research or communications role
• 5 plus years extensive and relevant scientific experience (communicating and translating population-based research) in a pharmaceutical , managed care, or Health System setting
• Direct experience with and knowledge of US Payers, IDNs, or Government Customers (CMS, AHRQ, etc) is strongly desired; Residency and/or post-doctoral training in a pharmaceutical industry/health system/payer setting is preferred
• Experience communicating and translating evidence and customer insights to/with matrix team partners; proven ability to develop innovative, customer-focused medical solutions and resources.
• Understanding of Medical Health Information Technology/EMR platforms, systems, and observational databases preferred.
• Proven ability to leverage technology and multiple communication channels for customer engagement.
• Experience working with third party vendors and managing projects/budgets required.
• Clear understanding of observational research methodologies and a demonstrated ability to translate real-world evidence, CER, and other observational research studies (including models) in an effective credible manner. Able to independently evaluate the scientific literature regarding observational research and health economics and health policy.
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