Director, PSS Patient Experience

Main Responsibilities
- Own patient experience strategy development and execution across enterprise capabilities, establishing frameworks that deliver personalization at scale and help patients start and stay on therapy
- Serve as a trusted strategic advisor to PSS Therapeutic Area and Operations leaders, translating patient experience needs into actionable solutions and market-leading capabilities
- Direct market scanning activities to identify patient experience innovation opportunities and emerging technologies
- Lead integration of AI-driven insights and omnichannel capabilities to deliver seamless, personalized patient journeys with measurable business outcomes
- Establish enterprise standards for patient experience innovation that can scale across therapeutic areas and support new product launches
- Develop and drive innovative patient experience solutions that advance adherence and engagement capabilities while delivering meaningful impact on patient outcomes
- Lead patient experience initiative evaluation (experiment design, business case development, and impact measurement)
- Own development of scalable patient experience roadmaps, including dependencies, resource requirements, and phased implementation strategies
- Oversee patient experience strategic planning for new program launches within the PSS ecosystem
- Develop and implement patient experience continuous improvement initiatives
- Lead and coordinate cross-functional workstreams, allocate resources, and deploy patient experience capabilities across the enterprise
- Coordinate requirements gathering, identify improvement opportunities, and prioritize development roadmaps
- Build and manage strategic vendor partnerships with budget accountability (budget planning/allocation, SOW/SLA development, performance oversight)
- Establish measurement frameworks to track patient conversion, adherence, and experience outcomes; quantify business impact and communicate insights to Specialty Care Senior Leadership
- Navigate complex stakeholder landscapes across PSS, Digital, Trade, Legal, Compliance, Operations, and Brand teams

Basic Qualifications
- Bachelor’s degree in Business, Healthcare Management, Life Sciences, or related field
- 10+ years of progressive experience in pharmaceutical/healthcare industry
- 5+ years of experience in Patient Support Services, patient access, or related patient services functions
- Deep knowledge of PSS landscape (hub services, specialty pharmacy, patient access pathways)
- Demonstrated ability to lead complex transformation initiatives in matrixed environments
- Proven ability to influence without direct authority
- Strong analytical capabilities translating insights into actionable solutions
- Excellent communication and stakeholder management skills

Preferred Qualifications
- Advanced degree (PharmD, MBA) preferred
- Proven track record leading large-scale commercial transformations (customer engagement, patient services, or related)
- Experience leading technology-enabled patient experience initiatives (CRM, digital, omnichannel)
- Experience supporting immunology and large-scale specialty brands (launches and lifecycle management)
- Expertise in patient journey design and experience optimization
- Strong understanding of AI and digital technologies in healthcare settings
- Deep knowledge of adherence and persistence programs

Travel Requirements
- Up to 10–15% travel

Benefits (if applicable)
- Health and wellbeing benefits including high-quality healthcare, prevention and wellness programs, and at least 14 weeks’ gender-neutral parental leave