US Head of Respiratory Patient Experience

Role Summary

Location: Cambridge, MA. The US Head of Respiratory Patient Experience is a senior strategic leader responsible for designing and orchestrating the end-to-end patient journey across the respiratory portfolio. This role drives data-driven, patient-centric marketing, precision engagement, and omnichannel excellence, embedding human-centered design across cross-functional teams to improve patient outcomes and experience. Reports to the US Franchise Head, Respiratory.

Responsibilities

• Own and Operationalize the End-to-End Patient Journey
• Lead deep, data-driven journey mapping to uncover unmet needs, pain points, and decision moments.
• Align R&D, Medical, Market Access, Patient Support Services, and Digital teams around a unified journey framework.
• Own the patient KPIs, identify success measures and create feedback loop for continuous improvement.
• Promote customer experience design as a core marketing capability.
• Encourage field immersion and insight programs to keep marketers close to patients.
• Lead Alliance cross-functional planning and execution
• Build and maintain a patient forum
• Manage the franchise patient ambassador program
• Insight-Driven Decision Making
• Foster a culture of data fluency and performance mindset.
• Leverage real-time data and predictive analytics to inform engagement strategies.
• Champion test-and-learn experimentation across marketing teams.
• Omnichannel Excellence
• Build next-generation omnichannel strategy and partner with marketers and US Go-To-Market-Capabilities, GTMC, to deliver personalized content
• Partner with Digital and GTMC to activate data across channels (email, rep-triggered, paid media, etc.).
• Invest in digital and omnichannel proficiency for marketers.
• Precision Engagement (Patient)
• Design AI-powered, behaviorally informed strategies for patient acquisition and engagement.
• Integrate behavioral science into targeting and messaging frameworks.
• Build and operationalize strategies to find and engage patients based on in-depth understanding of their journey
• Retention & Adherence Strategy
• Apply behavioral design to maximize adherence drivers and minimize barriers.
• Serve as key liaison with Public Affairs, Patient Advocacy, and Patient Support Services.
• External Innovation & Trends
• Bring outside-in thinking through competitive insights and external experimentation.
• Monitor emerging trends in patient experience, digital health, and engagement.
• Journey Orchestration & Experience Design
• Lead human-centered design initiatives to improve experience across touchpoints.
• Develop non-branded value content (e.g., affordability, mental health, prescribing simplification).

Qualifications

• Experience: 7+ years in pharmaceutical, healthcare or direct to consumer industry. Respiratory therapeutic area experience is considered to be an asset.
• Key Proficiencies:
  • Strategic leadership and cross-functional alignment
  • Journey mapping and behavioral insight application
  • Omnichannel and digital marketing expertise
  • Data analytics and performance optimization
  • Human-centered design and experience strategy
  • Strong communication and stakeholder engagement

Education

• Bachelor’s degree required; advanced degree (MBA, MPH, PharmD, or similar) strongly preferred.