UCB
OC Hub Service Manager - Direct Channels & Customer Engagement Services (UK)
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Make your mark for patients
OC Hub Service Manager – Direct Channels & Customer Engagement Services
About the role
You will act as Service Owner for global Omnichannel customer engagement capabilities, combining business leadership, strategic thinking, operational excellence, and stakeholder orchestration; based anywhere in the UK with an established UCB Location.
You will shape service strategy, define roadmaps, enable execution, and ensure long-term value creation across markets in collaboration with Stakeholders and partners. You will continuously evolve the service lifecycle, balancing innovation, scalability, adoption, governance, and compliance in a fast-changing digital and business environment.
As part of the Global Omnichannel Hub, you will contribute to the evolution and productisation of global capabilities, helping define clear service offerings, value propositions, and scalable ways of working that enable markets to maximise business impact.
The role will focus on Direct Channels and customer engagement capabilities, including services such as Connect, Share, Schedule, Meet, and related customer interaction enablement solutions. As the Omnichannel Hub continues to evolve, the scope of the role may adapt to support emerging capabilities and priorities within the broader service portfolio.
By connecting human understanding with scientific thinking, you will enhance how teams engage healthcare professionals to ultimately support better patient outcomes.
Who you will work with
You will join a collaborative Omnichannel Hub community and work across Global, Regional, and Local organisations.
You will partner closely with Digital Technology, Marketing, Product, Customer Engagement teams, markets, and external strategic partners. You will also collaborate with external vendors and their assigned delivery teams, ensuring effective coordination, alignment, and delivery of agreed service outcomes.
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In this networked environment, you will foster alignment, build trusted relationships, and influence direction without direct authority. You will connect business needs with technology capabilities, ensuring services continue to evolve and deliver meaningful value.
You will contribute to a culture of shared learning, continuous improvement, and co-creation of scalable capabilities that support UCB’s Omnichannel transformation.
What You’ll Do
- You will own global Omnichannel service strategy, roadmap, and lifecycle evolution for assigned capabilities.
- You will define and evolve service offerings, value propositions, and operating models to support scalable adoption across markets.
- You will enable cross-functional delivery and alignment across business, technology, external partners, and local teams.
- You will cultivate stakeholder alignment across global, regional, and local organisations.
- You will manage demand prioritisation, ensuring investments align with business value, strategic priorities, and available capacity.
- You will enhance service performance using KPIs, analytics, user feedback, and continuous improvement practices.
- You will support adoption through governance, change management, communication, and capability enablement.
- You will identify opportunities to simplify, standardise, and scale Omnichannel capabilities across markets.
- You will foster innovation through emerging technologies and evolving customer engagement solutions.
Additional Profile We Value
- You combine strategic thinking with hands-on execution and delivery focus.
- You navigate ambiguity and enable structured, scalable solutions.
- You influence without authority and build trusted relationships.
- You communicate clearly across business and technical audiences.
- You continuously seek innovation, improvement, and opportunities to increase business value.
- You translate complexity into actionable plans and outcomes.
- You are comfortable operating in an evolving transformation environment with changing priorities.
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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 over 9.000 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.
At UCB, we’ve embraced a hybrid-first approach to work, bringing teams together in local hubs to foster collaborative curiosity. Unless expressly stated in the description or precluded by the nature of the position, roles are hybrid with 40% of your time spent in the office.
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 EMEA-Reasonable_Accommodation@ucb.com. Please note should your enquiry not relate to adjustments; we will not be able to support you through this channel.
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