Head of Digital Transformation, Strategy, Patient Support Services

Role Summary

Head of Digital Transformation, Strategy, Patient Support Services responsible for strategic ownership and execution of large projects to modernize the patient experience and HCP interactions within Patient Support Services. Leads cross-functional collaboration to enhance performance and service delivery, aiming for a best-in-class patient experience.

Responsibilities

• Lead the strategic direction and execution for assigned projects across all patient support programs, supporting the transformation of PSS programs to build and maintain best-in-class patient, HCP and caregiver experiences.
• Develop and communicate a visionary roadmap for the transformation of the PSS ecosystem.
• Lead and inspire the team responsible for transformative efforts to achieve strategic and operational objectives.
• Foster a culture of innovation and excellence through coaching and professional development of team members.
• Direct horizon scanning activities to identify opportunities to bring external innovation into PSS to achieve best-in-class experiences.
• Drive innovative solutions to enhance capabilities and services of existing brand support programs.
• Drive integration of patient support priorities and program performance with identified product priorities and strategies.
• Develop and complete marketplace and competitive landscape assessments to inform the future state of patient support services.
• Identify and implement new approaches and technologies to improve program efficiency and effectiveness.
• Oversee strategic planning and execution of new program launches within the PSS ecosystem in collaboration with other therapeutic area leads.
• Lead unified PSS messaging, ensuring cohesive messaging and strategic alignment across patient-facing functions.
• Ensure consistency of tools and language across all PSS programs to drive efficiency and brand alignment.
• Provide strategic oversight for the operational aspects of transformation efforts, ensuring smooth integration and execution.
• Monitor and measure the impact of transformation efforts, utilizing data and analytics to drive continuous improvement.
• Collaborate with cross-functional teams to align transformative initiatives with overall business objectives.
• Work closely with other cross-functional Patient Services and company teams to support the implementation of patient support strategies.
• Ensure alignment on strategic initiatives and coordinated efforts across brands.

Qualifications

• 12 to 15 years of experience in the pharmaceutical/biotech industry, with a focus on patient support services or related fields.
• Proven track record in leading strategic digital and customer experience transformation initiatives, programs, and managing operational changes.
• Bachelor‚Äôs degree in a relevant field.

Preferred Qualifications

• Advanced degree (MBA or advanced clinical degree) preferred.
• Experience leading large cross-functional commercial initiatives.
• Experience leading and driving enterprise-wide transformation initiatives, including digital transformation, process improvement, and change management.
• Experience developing and implementing strategies to enhance the overall customer experience and bring the patient/customer experience to life.
• Experience in developing business cases inclusive of expected impact and change management needs.
• Strong understanding and experience with FDA or OIG regulations preferred.
• Strong understanding of technology infrastructure, technology products, how to design and implement new strategies, and oversee the progress of digital transformation initiatives.
• Excellent cross-functional collaboration skills.
• Outstanding interpersonal skills, including building strong working relationships and managing conflict.
• Demonstrates initiative, teamwork, and accountability.
• Superb communication skills, both oral and written.
• Strong organizational skills with the ability to adapt to change in a high-energy and fast-paced environment.

Education

• Bachelor‚Äôs degree in a relevant field.