Director, Patient Experience Innovation

About the role

Serves as the day-to-day bridge between brand teams and the Patient Support CoE for assigned therapeutic areas, owning TA-specific insight generation, patient journey mapping, and implementation support for critical capabilities. Accountable for translating designs and patient-facing capability concepts into operational and scalable solutions — ensuring new capabilities fit into the broader architecture or new capabilities deploy without disrupting live patient support operations.

Key Responsibilities

• Understand and pressure test TA-specific patient support designs, including workflow assumptions, operational feasibility, and implementation sequencing
• Serve as day-to-day bridge between brand and CoE teams, enabling integration and one-voice execution across assigned TA
• Own end-to-end patient strategy execution along with the Patient Support Strategy Lead and interaction models across Access, Affordability, and Adherence, supporting agile pod delivery through input gathering, execution follow-through, issue tracking and resolution
• Own end-to-end implementation process for capabilities, including scoping, sequencing, and operational configuration — translating documentation (design intent, success criteria, technical requirements) into operational specs for hub vendors and internal teams
• Identify and resolve implementation blockers — including vendor capacity constraints, data integration gaps, CRM configuration issues, and compliance requirements — and escalate to the right stakeholders for resolution
• Build and maintain implementation playbooks that codify repeatable deployment processes, reducing time and risk of future capability rollouts
• Conduct TA-specific insight generation, including patient-specific market research and HCP feedback as needed along with the brand patient strategy team

Points of Collaboration

• Patient Experience and Acceleration Lead: Reporting line; aligning TA-level insights and implementation priorities to vertical strategy and CoE roadmap
• Patient Access, Affordability, and Adherence Operations Leads: Coordinating deployment timing, vendor impact, and capability sequencing across operational verticals
• Direct-to-Patient Platform Lead: Thinking through integration with DTP and other emerging channel capabilities as relevant
• BU Patient Support Strategy lead (SP&ID, Oncology, Rare Disease): Receiving graduated capabilities and brand-specific configuration needs; aligning implementation timing to launch milestones
• DHH (Data, Hub and Hub Technology): Data integration, CRM configuration, and platform changes required by new capability deployments
• Hub and Technology Vendors: Translating capability requirements into vendor SOW amendments, configuration changes, and testing protocols
• Legal, Privacy, and Compliance: Identifying and resolving compliance requirements that create implementation blockers

Qualifications

Minimum Education Required: Bachelor's degree; Master's degree preferred

Required Skills & Experience

• 8+ years in biopharma patient services, program implementation, or operations, with experience deploying new capabilities across hub, access, affordability, and adherence
• Prior experience supporting patient support design and execution, including insight generation, pressure-testing, and implementation support across brand and CoE functions
• Strong understanding of patient support ecosystems, including hub, specialty pharmacy, access, CRM, and patient journey interactions; familiarity with where new capability deployments could create operational disruption
• Strong understanding of primary care, specialty care and complex therapy archetypes, including patient needs, access barriers, and support-model differences
• Experience synthesizing qualitative and quantitative inputs into actionable recommendations, including patient, HCP, operational, and program insights; ability to translate findings into operational specs that vendors and hub partners can act on
• Experience working with hub vendors on SOW amendments, configuration changes, and testing protocols; comfort managing a small, execution-focused team measured by what gets deployed, not designed

Compensation

Salary range: $190,800.00 - $300,300.00. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable. Compensation is based on several factors including relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.

Benefits

• Medical, dental, vision healthcare and other insurance benefits (for employee and family)
• Retirement benefits, including 401(k)
• Paid holidays, vacation, and compassionate and sick days