Business Analyst & Data Management Lead

Why This Role Is Crucial Now

ElevateCX is shifting gear from strategy into action across EUCAN & International. The programme's success now depends on execution excellence, with significant focus on activating local brand teams and evolving ways of working, alongside closer collaboration with global teams to provide stronger above-market support to countries.

This Is What You Will Do

You will be the execution engine of ElevateCX at EUCAN & Int, reporting to the Commercial Excellence Lead, EUCAN & International. Your mandate has four pillars: activate and continuously support local brand teams to to create Cx journeys and engage customers differently; support the shaping of ElevateCX strategy while strengthening above market alignment; and embed agentic AI wherever it adds value — moving the region from AI-assisted to AI-orchestrated CX execution. You will design, deploy, and govern agentic AI solutions that automate and personalise customer engagement across owned channels, acting as the regional bridge between global AI capabilities and market-level execution. You will operate as the connective tissue between global marketing, medical and IT, the ElevateCX programme, and local commercial and medical teams across EUCAN & International — turning strategic intent into adopted, measurable, compliant customer experience in a regulated pharmaceutical environment.

You Will Be Responsible For

1.  Activating and Continuously Supporting Local Brand Teams to Engage Differently

Lead the change management that accelerates markets' adoption of ElevateCX and the delivery of differentiated customer experience with a data-first mindset. This is about embedding new ways of working so local brand teams actually adopt them — not just recognise them.

• Design and drive the market activation following ElevateCX Action Plan aligned with the customer engagement strategy: structured change plans per market, champion networks, adoption milestones, and hands-on support that takes brand teams and field force from awareness to sustained new ways of working.

• Move markets from one-size-fits-all campaigns to personalised CX journeys built on C360 and segmentation — coaching local marketing and medical teams (in line with the ElevateCX competence framework) to translate disease strategic plans into tailored CX journeys, segment HCPs, fully leverage C360, CX Journey Production Hub, emerging agentic AI solutions and capture voice of customer.

• Unlock capabilities and co-own the training approach: partner with Commercial Excellence Lead and Global Training Teams (commercial and medical) on the design and rollout of the regional training and capability-building programme

• Establish and run Cx Journey Production Hub governance across multiple stakeholders involved

• Own the relationship external vendors behind the Cx journey platform (SFMC), and work closely with the Business Systems Team and RDU IT to define business requirements and use cases, prioritise the roadmap against ElevateCX and market needs

• Establish and run best-practice sharing routines across the region (digital leads sessions, monthly Ops meetings, support EUCAN & Int roadshows) and measure adoption with leading indicators, acting decisively on resistance and gaps.

2.  Supporting CX Strategy & Strengthening above market collaboration between EUCAN & Int and global teams

Support the Commercial Excellence Lead, EUCAN & International with the continuous evolution of ElevateCX strategy, while driving stronger alignment with global teams.

• Contribute to the definition and evolution of CX and omnichannel strategy, engagement models, and strategic frameworks that are actionable at market level.

• Act as a fundamental part of shaping global marketing, medical, and IT alignment with ElevateCX strategy — representing regional and market realities in global forums and influencing global roadmaps and content plans.

• Create clear ways of working between global, regional, and local teams that maximise ElevateCX and above-market support for global teams, reducing fragmentation and duplicated effort.

• Maintain and evolve the CX governance framework, decision criteria, and prioritisation mechanisms for CX and omnichannel initiatives.

• Stay current with industry trends, competitor CX maturity, and emerging technologies (AI-driven personalisation, next-best-action, modular content) to inform strategy evolution, and contribute to CX success metrics at experience and journey level.

3.  Embedding Agentic AI Across CX Execution

Focus on incorporating agentic AI in customer experience — constantly scanning where AI agents add value, and turning that into working solutions.

• Design and deploy AI agents (Microsoft Copilot Studio) that automate campaign operations across SFMC, web, and social — e.g., content adaptation and localisation, campaign QA, consent verification, performance reporting — with human-in-the-loop review at defined decision points.

• Support defining the agentic operating model for regional CX execution: which tasks agents own, where escalation to humans is required, and how outputs are validated before HCP-facing use.

• Own governance of agentic workflows in line with compliance requirements (GDPR, HCP consent, promotional review), partnering with legal/compliance and IT.

• Build market capability: train local brand and medical teams to work with agent-supported workflows, and act as adoption champion for AI-enabled ways of working.

• Contribute regional use cases and learnings to the AI 2030 roadmap, prioritising by value, feasibility, and compliance risk, in partnership with RDU IT and global AI teams.

You Will Need to Have

• Bachelor's degree in Life Sciences, Marketing, Business, or a related field.

• 7+ years of experience in omnichannel marketing, digital engagement, customer experience, or commercial excellence within the pharmaceutical or healthcare industry.

• Proven, hands-on experience as a business owner or power user of marketing and digital engagement platforms — Salesforce Marketing Cloud (SFMC), Adobe (Experience Cloud), Sitecore, and AWS-based digital services — plus social media channel management in a regulated environment.

• Demonstrated change management experience: driving adoption of new ways of working across brand teams or markets, not only designing frameworks.

• Hands-on experience building and deploying AI agents in Microsoft Copilot Studio or an equivalent platform (e.g., Agentforce) — you have built and shipped something agentic, not only used AI tools.

• Demonstrated use of generative AI in marketing operations, and a clear understanding of human-in-the-loop design and why it matters in a regulated industry.

• Strong understanding of pharmaceutical commercial models, HCP engagement strategies, consent management, and regulatory/privacy considerations (GDPR).

• Demonstrated ability to influence without authority and drive alignment in matrixed, cross-functional organisations spanning global, regional, and local levels.

• Experience working across multiple geographies and translating global strategies into local execution.

• Excellent stakeholder management, communication, and storytelling skills; analytical mindset with the ability to turn data into decisions.

• Fluent in English.

We Would Prefer for You to Have

• Experience in rare disease or specialty care commercial models

• Experience with impactful training and capability-building programmes for marketing/medical teams.

• Familiarity with the Veeva/ Salesforce ecosystem (CRM) and CDPs/C360-type customer data platforms.

• Experience with agentic patterns such as multi-agent workflows and RAG over approved content libraries.

• Experience defining AI governance or decision-rights frameworks.

• Vendor and IT partnership management experience (business requirements, roadmaps, delivery oversight).

• Additional European languages.

Why Alexion, AstraZeneca Rare Disease

At Alexion, work isn't ordinary. As leaders in rare disease, our closeness to patients brings us closer to our work and to each other. Joining Alexion means combining the agility and pioneering spirit of a focused rare disease business with the scale, investment, and career opportunities of AstraZeneca. In this role you will directly shape how thousands of healthcare professionals across EUCAN & International experience our company — and, through them, how patients with rare diseases are found, diagnosed, and treated.

Date Posted

Closing Date

Alexion is proud to be an Equal Employment Opportunity and Affirmative Action employer. We are committed to fostering a culture of belonging where every single person can belong because of their uniqueness. The Company will not make decisions about employment, training, compensation, promotion, and other terms and conditions of employment based on race, color, religion, creed or lack thereof, sex, sexual orientation, age, ancestry, national origin, ethnicity, citizenship status, marital status, pregnancy, (including childbirth, breastfeeding, or related medical conditions), parental status (including adoption or surrogacy), military status, protected veteran status, disability, medical condition, gender identity or expression, genetic information, mental illness or other characteristics protected by law. Alexion provides reasonable accommodations to meet the needs of candidates and employees. To begin an interactive dialogue with Alexion regarding an accommodation, please contact [email protected]. Alexion participates in E-Verify.