Director, PSS Patient Experience

Main Responsibilities
Strategic Leadership & Enterprise Impact
- 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

Innovation & Program Development
- 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, including experiment design, business case development, and impact measurement to demonstrate value at stake
- Own the development of scalable patient experience roadmaps, articulating dependencies, resource requirements, and phased implementation strategies aligned with enterprise priorities
- Oversee patient experience strategic planning for new program launches within the PSS ecosystem
- Develop and implement patient experience continuous improvement initiatives to maintain best-in-class capabilities

Operational Excellence & Cross Functional Execution
- Lead and coordinate cross-functional workstreams, allocate resources, and deploy patient experience capabilities across the enterprise
- Coordinate requirements gathering from therapeutic area teams, identify improvement opportunities, and prioritize development roadmaps
- Build and manage vendor partnerships with budget accountability (budget planning/allocation, SOW/SLA development, performance oversight)
- Establish measurement frameworks tracking 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 to execute patient experience initiatives

About You
Basic Qualifications
- Bachelor’s degree in Business, Healthcare Management, Life Sciences, or related field
- 10+ years progressive experience in pharmaceutical/healthcare industry
- 5+ years 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; ability to translate insights into actionable solutions
- Excellent communication and stakeholder management skills

Preferred Qualifications
- Advanced degree (PharmD, MBA)
- Track record leading large-scale commercial transformations in customer engagement/patient services
- 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
- Deep knowledge of adherence and persistence programs

Travel Requirements
- Up to 10–15% travel

Benefits (as stated)
- Health and wellbeing benefits; high-quality healthcare; prevention and wellness programs; at least 14 weeks’ gender-neutral parental leave