Executive Director, Patient Experience and Acceleration

Job Description

The Executive Director Patient Experience and Acceleration leads the Patient Experience and Acceleration vertical within the Patient Support CoE owning US market specific patient strategy execution along with the brand teams and patient services innovation to aid brand teams. Accountable for translating patient and program data into actionable improvements across the care journey and for piloting and scaling new patient-facing capabilities in partnership with brand teams and the Head of Patient Support CoE.

Key Responsibilities:

• Set direction for patient experience acceleration including translating patient journey insights into patient support program designs operational requirements and implementation plans along with the brand patient support teams

• Oversee agile pod delivery model including ways of working stakeholder management dependencies and timelines

• Serve as bridge between brand and CoE teams including patient support strategy access affordability adherence FRM DHH legal and compliance

• Support on execution of critical brand patient support priorities

• Define performance management routines including KPI tracking pull-through of insights and operational improvement priorities

• Scale patient program solutions including best practices reusable playbooks cross-brand learnings capability deployment and transition of proven models to relevant CoE teams

Points of Collaboration:

• Head of Patient Support CoE: Reporting line and primary escalation path; aligning experience innovation priorities to CoE roadmap and wave sequencing decisions

• Patient Access Affordability Adherence DTP and SP&ID FRM Vertical Leads: Embedding patient experience insights and feedback loops into each operational verticals program design and KPI tracking

• BU Commercial Patient Support Strategy leads (SP&ID Oncology Rare Disease): Aligning patient experience priorities and innovation pilots to brand and patient support strategy and timelines

• DHH (Data Hub and Hub Technology): CRM platform patient data infrastructure and analytics dashboard buildout to support insights generation and experience measurement

• Legal Privacy and Compliance: Pilot approvals patient communications review data usage protocols for experience tracking and innovation programs

• Finance: Budget oversight for innovation pilots and acceleration programs within the vertical

Education:

• Bachelors Degree Required Masters Degree Preferred

Necessary Skills and Competencies:

• 12 years in biopharma patient services commercial operations or hub/vendor management with experience leading patient support organizations or CoEs at multi-brand across hub access affordability adherence and FRM

• Prior experience leading patient experience acceleration capabilities including program design agile delivery performance management and scaling of patient support solutions

• Demonstrated ability to bridge cross-functional stakeholders including patient support strategy access affordability adherence FRM DHH legal compliance and brand teams

• Strong understanding of patient experience trends and external best practices with experience developing innovative patient support offerings

• Strong understanding of patient support capability design including access affordability adherence FRM and patient experience functions

• Experience leading and developing teams including hiring performance management and talent development

#PCAS2026

Required Skills:

Preferred Skills:

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The salary range for this role is

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employees position within the salary range will be based on several factors including but not limited to relevant education qualifications certifications experience skills geographic location government requirements and business or organizational needs.

The successful candidate will be eligible for annual bonus and long-term incentive if applicable.

We offer a comprehensive package of benefits. Available benefits include 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. More information about benefits is available at can apply for this role through (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.

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