Patient Strategy & Experience, Customer Experience Lead

Join us as we transform immunology and deliver medicines that help autoimmune patients get their lives back. argenx is preparing for multi-dimensional expansion to reach more patients through a rich pipeline of differentiated assets, led by VYVGART, our first-in-class neonatal Fc receptor blocker approved for the treatment of gMG, and with the potential to treat patients across dozens of severe autoimmune diseases. We are building a new kind of biotech company, one that maintains its roots as a science-based start-up and pushes our commitment to innovate across all corners of our business. We strive to inspire and grow our company, our partnerships, our science, and our people, because when we do, we deliver more for patients. As the Patient Customer Experience (CX) Lead, you are accountable for building and leading the discipline within the argenx Patient Strategy & Experience. You will establish how argenx understands, designs, delivers, and continuously improves the end-to-end experience of patients and caregivers across the enterprise portfolio, therapeutica areas, indications, brands, and stages of the patient journey. You will create the frameworks, methods, standards, and capabilities that enable argenx to translate patient needs, behaviors, and experiences into meaningful experience-related and business decisions. Through end-to-end journey design, voice-of-patient insights, Design Thinking (DT), Human-Centered Design (HCD), co-creation, experimentation, and rapid prototyping, you will identify the moments that matter most and help Patient Marketing and Engagement Strategy, Patient Support Services, Field Clinical Educators, Patient Advocacy, Media, and other cross-functional partners design optimal stakeholder experiences. As a member of the Patient Strategy & Experience leadership team, you will serve as the senior integrator of CX across communities. You will also connect with CX leaders and capabilities across argenx communities to share insights, build & strengthen repeatable models, and help advance a more connected experience across customer groups. This is a new capability for argenx, requiring a leader who can bring structure to ambiguity, build the discipline from the ground up, and influence leaders across the organization to translate patient insight into measurable improvements in the experience argenx delivers. ROLES AND RESPONSIBILITIES: Customer Experience Strategy & Voice of Patient Define and lead CX strategy and establish the CX discipline across all argenx patient services and communities. Develop and maintain an integrated, portfolio-level understanding of patient and caregiver journeys across disease areas, patient populations, and lifecycle stages. Establish repeatable approaches for journey mapping, patient personas, touchpoint and channel assessment, and identification of the moments that matter most across the patient experience. Define how patient insight and voice-of-patient inputs are gathered, synthesized, prioritized, and translated into strategic priorities and experience decisions. Identify experience opportunities, unmet needs, friction points, and gaps across patient journeys and translate them into clear recommendations for relevant communities and teams. Maintain a portfolio-level view of evolving patient needs and experiences, helping leadership determine where focused attention and investment can create the greatest impact. Ensure CX strategy remains connected to evolving patient, disease, market, scientific, and portfolio dynamics. Codify CX approaches and learnings into scalable frameworks and practices that can support patient-facing teams and, where relevant, inform broader CX efforts across argenx. Design Thinking, Experience Design & Experimentation Establish HCD/DT, including empathy research, co-creation workshops, and design sprints, as a core approach for developing, prototyping, testing, and improving CX concepts before they are deployed at scale. Lead journey design, concept development, co-creation, prototyping, and structured testing approaches that enable argenx to learn directly from patients and caregivers. Translate ambiguous or emerging opportunities into clearly defined experience challenges, hypotheses, pilots, and success measures. Build an experimentation model that allows new CX concepts to be tested, refined, and de-risked before broader investment and implementation. Identify opportunities to create differentiated patient experiences as argenx expands into new disease areas and patient populations. Partner with patient-facing teams and external specialists to apply experience design approaches where they can create the greatest value. Connect emerging scientific, medical, and portfolio developments to CX planning, so future experience needs are considered early rather than after strategies and programs are established. Bring a forward-looking perspective on experience innovation, identifying new approaches, technologies, and capabilities that could meaningfully improve how patients engage with argenx and our medicines. Cross-Community & Executive Leadership Serve as the senior CX integrator across Patient Marketing and Engagement Strategy, Patient Support Services, Field Clinical Educators, Patient Advocacy, and other relevant communities and teams. Translate patient journeys, voice-of-patient insights, and experience testing into clear, actionable recommendations for the teams responsible for designing and delivering patient programs and interactions. Influence leaders to act on CX opportunities while preserving clear accountability within individual communities and teams for strategy and execution. Partner closely with the Vice President, Patient Strategy & Experience, and represent CX directly in enterprise-wide strategic planning, portfolio governance, and executive leadership forums. Connect with CX leaders and capabilities across argenx communities to share insights, contribute to common experience principles and practices, and identify opportunities to strengthen consistency and connectivity across customer journeys. Build strong partnerships across Commercial, Medical, Digital & Technology, Insights & Analytics, Legal, Regulatory, Compliance, Clinical Trials, and other relevant communities and capabilities. Create effective ways of working across patient-facing teams to strengthen alignment, reduce experience fragmentation, and create a more connected end-to-end patient journey. Translate CX opportunities and insights into compelling business cases and recommendations that enable leadership action and investment decisions. Champion patient-centered thinking across the organization and help build understanding of how decisions made across communities contribute to the overall experience patients have with argenx and our medicines. Measurement, Technology & Customer Experience Capability Building Define the measurement approach for CX, establishing the outcomes and indicators needed to understand experience quality, impact, and improvement across the portfolio. Establish consistent approaches for measuring CX while allowing metrics to flex based on disease area, patient population, journey stage, and experience objective. Use CX data, qualitative insight, behavioral signals, and other relevant measures to identify opportunities for continuous improvement across key touchpoints