Director - Digital Customer Interaction (m/f/d)

München – Unbefristet – Vollzeit

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Job Beschreibung

We are looking for a Director - Digital Customer Interaction (m/f/d) for a global Life-Science company. The digital team is innovating how they understand their patients and needs. Working cross-functionally, they are inventing new ways of communicating, measuring and interacting with their customers and patients through digital channels and technologies.

In your position, you will drive the digital customer engagement and implement the OmniChannel strategy. You will oversee the strategic development of digital touchpoints, products, and services and drive the development of the digitalization strategy. You will manage a team of about 20 colleagues from the areas of customer experience, customer touchpoints & events and (web) portals. In your role, you will report directly to the Executive Director Digital, Data & IT and be a member of the Digital, Data & IT Leadership Team.


  • Develop, shape and execute the digital strategy
  • Ensure the design and continuous improvement of the customer journey (UX/UI)
  • Define measurable key performance indicators (KPIs) to track the progress and success of transformation and optimise and accelerate existing workflows
  • Improve the omnichannel maturity level and drive digital excellence
  • Consult on the use and synchronization of digital touchpoints
  • Assess the current state of transformation in the go to market models
  • Coordinate governance and align the overarching strategy by taking into account people, culture, processes and technology
  • Define gap analyses, create and execute multi-year implementation plans
  • Increase awareness and understanding of stakeholder experiences within the German organization and on a global level
  • Build and nurture a strong and talented team
  • Form and maintain networks and interfaces with global and regional colleagues and decision makers from cross-functional teams
  • Identify and evaluate options for digital and commercial innovation to address new relevant areas of the healthcare value chain

Job Anforderungen

  • Completed Bachelor's degree or equivalent in a relevant field of study (e.g., Business Administration, Marketing, IT)
  • Many years of experience in leading a diverse team in a matrix organization
  • In-depth knowledge around the topic of digital transformation
  • Proven ability to quickly build effective, trusted relationships and work closely with cross-functional stakeholders across the organization
  • Expert consulting and influencing skills to challenge existing models and seamlessly integrate digitalization into the overall customer experience
  • Ability to creatively solve complex problems
  • Fluency in German and English
  • Willingness to travel up to 25%
  • A full Covid 19 vaccination is required (§ 20a IfSG)

Job Vorteile

  • Work in a job that actively helps to save and improve lives around the world
  • Hybrid working model
  • Ability to work up to ten days per year from abroad in Europe
  • Part of a heterogeneous and diverse team of over 25 nationalities
  • Close cooperation with the Business Units & Corporate functions