Head of Omnichannel Excellence (UK)

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

• 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.
• 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 skills

Minimum 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 required
• Bachelor’s Degree

Preferred Experience/Skills

• Master’s Degree/Other Advanced Degree
• Proven track record in designing and scaling digital or omnichannel services in a global or regional shared services model
• Strong operational and delivery mindset with experience in resource planning, project portfolio management, and performance tracking
• Proven success scaling omnichannel services in global or regional shared service models
• Strong operational mindset with expertise in planning, delivery, and performance tracking
• knowledge of omnichannel technology: SFMC, orchestration, DAM, analytics, CDPs, GenAI
• Skilled in service frameworks: intake models, SLAs, KPIs, and governance
• Understanding of omnichannel strategy and pharma customer journey design
• Familiarity with global/local execution, regulatory, privacy, and channel nuances
• Success driving internal service adoption through a “pull” model across geographies
• 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!

About Us

UCB is a global biopharmaceutical company, focusing on neurology and immunology. We are around 8,500 people in all four corners of the globe, inspired by patients and driven by science.

Why work with us?

At UCB, we don’t just complete tasks, we create value. We aren’t afraid to push forward, collaborate, and innovate to make our mark for patients. We have a caring, supportive culture where everyone feels included, respected, and has equal opportunities to do their best work. We ‘go beyond’ to create value for our patients, and always with a human focus, whether that’s on our patients, our employees, or our planet. Working for us, you will discover a place where you can grow, and have the freedom to carve your own career path to achieve your full potential.

UCB is an equal opportunity employer. All employment decisions will be made without regard to any characteristic protected by applicable laws.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on [email protected] . Please note should your enquiry not relate to adjustments; we will not be able to support you through this channel.