CUSTOMER EXPERIENCE (CX) LEADER
The future will belong to those enterprises who meet the closest what their customers need and expect. I contribute to this ambition as a senior CX leader, a digital engagement & content innovator, and a passionate customer advocate in the healthcare industry.
My extensive experiences across digital media and omni-channel excellence allow me to facilitate outstanding customer experiences. Build on a broad background in medical affairs tactics & strategy, I am a strong proponent for an enterprise customer approach. Contributing as a bridge-builder between ‘medical/science’ and ‘commercial’, and a mediator between stakeholders, functions, divisions and layers.
As an inspiring, integrative and agile leader, highly experienced in building and managing multi-disciplinary and multi-cultural, high performing teams, I grow and empower /people to go beyond comfort zones and deliver extraordinary results. I am pushing a mindset that real change is achieved by taking action. This includes aligning deliveries to prioritized business needs as well as regulatory requirements, and operating successfully within an international matrix organization.
CUSTOMER RELATIONS & CX
DIGITAL & OMNICHANNEL
MEDICAL AFFAIRS ROLES
DIGITAL PLATFORMS INNOVATION
TRAINING & COACHING
Doctorate/PhD (Dr. rer. nat., Molecular Biology/Genetics), Hanover University, Germany (1997)
Basic oncological research on the genetic regulation of cell growth.
Graduated with university diploma degree in Biology (Diplom-Biologe), Technical University of Darmstadt, Germany (1993)
Areas of expertise: Microbiology, Biochemistry, Genetics, Mycology, Waste Water Treatment
F. Hoffmann-La Roche AG
On enterprise level, strategically enabling Roche in creating an outstanding, enjoyable, consistent and impactful customer experience (CX) across touchpoints and initiatives. • Linking activities across Roche to an end-to-end CX Management & Execution Framework, delivering to customers' expectations and affiliates' requirements. • Provide strategic guidance to senior management, cross-functional executives, digital launch strategies and other enterprise initiatives based on a holistic customer journey perspective.
F. Hoffmann-La Roche AG
Leading the ambition to provide HCPs & patients with an excellent Roche customer experience spanning brands. • Facilitating the evolution of customer & patient engagement and content in the digital space, also allowing a connected experience across all channels. • Enabling outside-in driven innovation, resulting in impactful and scalable solutions and content. • Establish innovative CX approaches and best-practices customized to pharma customer needs.
Actelion Pharmaceuticals Ltd. / Janssen Pulmonary Hypertension
Led the global digital customer engagement strategy initiative for commercial & medical functions (digital transformation of business). • Established a cross-functional and cross-departmental internal network linking internal digital activities, expertise and passion. • Aligned global/regional/local layers, IT, R&D, compliance/legal, and digital strategies at Janssen (J&J).
Actelion Pharmaceuticals Ltd.
Responsible for developing an ultra-rare neurodegenerative disease area by managing innovative clinical projects (IISs), providing impactful scientific communication, delivering scientific education media, driving key scientific publications, and coordinating global activities.
Novartis Pharma AG
Identified strategic and operational needs, translated those into effective solutions and support processes, providing Novartis with superior strategic information and medical evidence for a knowledge-driven competitive advantage. • Coordinated and supervised globally distributed teams (Basel, India, UK) delivering high quality and compliant in-house product intelligence. • Advanced internal information processes in GxP environment (especially drug safety related).
SCITARI - Dr. Christian Velten Informationsdienste
Together with my team, I provided life science industries with digital media, editorial content, multi-channel publishing, web-based information platforms, information research, and intelligence. • Developed & implemented a multi-channel online magazine on Life Science business for GIT Publishing Ltd. • Held editor in chief position for 3 years with responsibility for sub-editors and external content providers.
LION Bioscience AG
Developed and maintained a new version of the corporate website for the IPO.
Hanover Medical School
Scientific associate at the Hanover Medical School, Institute for Molecular Biology. Scientific guest at the Vienna Biocenter. Basic oncological research on the genetic regulation of cell growth.
Dr. rer. nat., molecular biology/genetics; scholarship for DFG Graduate Student Course "Molecular Pathophysiology of the Cell Growth", Hanover Medical School, Institute of Molecular Biology
4. Panzergrenadierbataillon 132
Giessen, Hessia, Germany