Head of Omnichannel Excellence

Make your mark for patientsWe 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 withYou 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 doDefine 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.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.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.Measure & Optimize Performance: Develop KPIs, feedback loops, and governance frameworks to track roadmap adoption, innovation impact, and operational efficiency.Foster Collaboration & Learning: Lead knowledge sharing across regions, support talent development, and embed omnichannel capabilities into enterprise learning agendas.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 skillsMinimum Experience/Skills Required: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.Fluency in English is requiredBachelor’s DegreePreferred Experience/SkillsMaster’s Degree/Other Advanced DegreeProven track record in designing and scaling digital or omnichannel services in a global or regional shared services modelStrong operational and delivery mindset with experience in resource planning, project portfolio management, and performance trackingProven success scaling omnichannel services in global or regional shared service modelsStrong operational mindset with expertise in planning, delivery, and performance trackingknowledge of omnichannel technology: SFMC, orchestration, DAM, analytics, CDPs, GenAISkilled in service frameworks: intake models, SLAs, KPIs, and governanceUnderstanding of omnichannel strategy and pharma customer journey designFamiliarity with global/local execution, regulatory, privacy, and channel nuancesSuccess driving internal service adoption through a “pull” model across geographiesFluency 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