Associate Director - Patient Experience CMH

Lilly • Indianapolis, IN

5d • $127,500 - $187,000 • Hybrid

About The Position

This role contributes to the planning, execution, and performance management of Patient Experience & Outcome efforts. This includes developing program and solution requirements for both owned and third-party offerings, integrating and orchestrating execution across central capability teams (e.g., Reimbursement Services, Consumer Success, Business Operations), and driving flywheel performance for Patient Experience KPIs. Also responsible for collaborating with cross-functional colleagues (particularly Global TA, US TA, LVA, and Medical), coaching and developing top talent, and advancing our patient experience capabilities to be fit-for-future. The Patient Experience Associate Director is equal parts consumer-obsessed therapeutic area strategist, experience designer, and practical change maker.

Requirements

• Bachelor’s Degree
• Experience in healthcare or life sciences and direct-to-consumer marketing in regulated industries.
• Qualified applicants must be authorized to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization and visas for this role, including but not limited to F-1 CPT, F-1 OPT, F-1 STEM OPT, J-1, H-1B, TN, O-1, E-3, H-1B1, or L-1

Nice To Haves

• Strong track record of leading US consumer program strategy and execution, managing matrixed internal and external teams, and serving as bridge and integrator across functions.
• Expert technical competencies across consumer and market analysis and insights, consumer-centric market access innovation, customer support program design, patient experience and journey mapping, program measurement, and performance optimization.
• Significant experience managing third-party selection for services and solutions
• MBA Degree

Responsibilities

• Partner with Global and US Therapeutic Area teams on developing deep understanding of consumer insights (attitudes, behaviors, needs) and market insights (environment dynamics, treatment landscape, competitor strategies).
• Support the localization of patient flow model and from/to experience for target consumer segments and sub-segments specifically for post diagnosis and treatment decision, i.e., access, treatment onboarding and continuation, and overall outcome support.
• Contribute to Patient Experience & Outcomes Plans – priority programs and solutions (owned and third-party) to support patients’ onboarding, adherence, and health outcomes; approach to experience design; priorities across segments; key performance indicators (KPIs).
• Contribute to the development of a Therapeutic Area Content Strategy, including specific content elements for treatment support.
• Develop program and solution requirements and drive briefings to central capability teams (e.g., Reimbursement Services, Consumer Success, Business Operations) and relevant third-party vendors.
• Contribute to the comprehensive, integrated patient experience plan, budget, and goals.
• Orchestrate across central capability teams to ensure alignment to strategy and priorities, coherence and efficiency, and flywheel performance.
• Champion consumer insights, feedback, and experience throughout.
• For Lilly owned solutions, develop non-transactional program content, customer education resources, and promotional messaging.
• Responsible for related MLRO approvals, Veeva, and lifecycle management.
• For third party solutions, drive program development, execution, and performance management.
• Responsible for Lilly-specific program content and related MLRO approvals, Veeva, and lifecycle management.
• Responsible for performance of Patient Experience KPIs.
• Responsible for partnering with BI&A to ladder up experience, program, and solution level metrics into overall US Consumer KPI Framework.
• Cultivate a team culture to enable extraordinary talent to thrive – encourage candor with kindness; create accountability with transparency; coach to context and clear-thinking over control; promote belonging and inclusivity.
• Foster productive, trust-based relationships across the enterprise, externally, and with partners.
• Be thoughtful and judicious with resources; facilitate trade-offs without compromising on standards.
• Comply with company policies, processes, and external obligations.
• Promote team compliance.
• Represent our aspiration to be the world’s most people-centered, trusted medicine company as a habit inside and outside Lilly.

Benefits

• company bonus (depending, in part, on company and individual performance)
• company-sponsored 401(k)
• pension
• vacation benefits
• medical, dental, vision and prescription drug benefits
• flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts)
• life insurance and death benefits
• certain time off and leave of absence benefits
• well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities)

What This Job Offers

• Job Type: Full-time
• Career Level: Director