Associate Director, Patient Support Experience & Engagement Lead - US Marketing Immunology

MSD • North Wales, PA

3d • $142,400 - $224,100 • Hybrid

About The Position

The Associate Director, US Marketing Immunology, PSP Experience & Engagement Lead is responsible for shaping the end-to-end patient and healthcare provider experience for the Immunology Patient Support Program (PSP), with strategic ownership across PSP branding, content and messaging, and the healthcare provider portal. This role translates patient support and brand strategy into a cohesive content ecosystem, ensuring the experience is consistent, useful, compliant, and designed around patient and provider needs. The role serves as the primary brand lead for PSP content development. This role also provides strategic leadership for portal scope, design requirements, feature prioritization, and launch readiness. This individual works collaboratively with the Patient Support Strategy Lead and cross-functional partners across Brand and Consumer Marketing, Patient Access COE, Digital Human Health (DHH), Data Strategy, Field Leadership, Learning & Development, Legal, Compliance, Privacy, Medical, MLR, and agency partners. The role will use patient and provider research, journey mapping, content performance, channel insights, and program feedback to evolve the PSP experience over time and ensure that content, messaging, and portal capabilities remain aligned with the broader patient support strategy. Our U.S. marketing team has adopted an Agile Way of Working to be more adaptive and responsive to rapidly evolving customer needs and keep pace with the digital evolution in the marketplace. This Agile model enables marketers to enhance their experience, building skills and capabilities that flex across various commercial functions based on business needs and priorities. The successful candidate embraces a growth mindset, a willingness to tackle challenges, and a passion for learning, development, and greater team achievement.

Requirements

• 7+ years of experience in the pharmaceutical/biotechnology or healthcare industry, including experience with marketing, patient support, patient experience, content development, digital experience, or related areas
• Experience in patient support, launch readiness, content development, digital experience, or omnichannel marketing strongly preferred
• Demonstrated ability to translate patient, provider, market, and operational insights into clear strategic requirements and recommendations
• Experience leading cross-functional initiatives and influencing without direct authority in a matrixed organization
• Strong communication, problem-solving, strategic planning, and stakeholder-management skills
• Demonstrated strategic thinking with the ability to balance patient experience, business objectives, compliance requirements, and operational feasibility
• Demonstrates high degree of integrity and ethics
• Resilient, adaptable, and comfortable operating in ambiguity; growth mindset

Nice To Haves

• Awareness and understanding of U.S. commercial, legal, regulatory, privacy, and compliance considerations applicable to patient support programs
• Understanding of and/or experience directly working within the Immunology market
• Familiarity with biologic therapies and/or complex specialty patient support programs
• Experience supporting product launch readiness and lifecycle evolution of patient support programs
• Experience with patient support content strategy, patient/HCP messaging, branding, content development, and integration of digital and non-digital channels
• Experience with healthcare provider portals or other digital products, including business requirements, feature prioritization, user experience design, and cross-functional build processes
• Experience with CRM-enabled journeys, patient-support websites, content ecosystems, or other patient/provider engagement experiences
• Experience with agency and vendor management and familiarity with MLR review processes

Responsibilities

• Own the end-to-end PSP content, messaging, branding, and experience strategy across patient and healthcare provider touchpoints, ensuring a clear and consistent support experience across the Immunology portfolio
• Lead the development and ongoing evolution of PSP materials, including PSP branding, patient and HCP messaging and program collateral, website and digital content, and other approved patient-support communications; coordinate with program and operational partners to ensure approved content is consistently reflected across touchpoints
• Maintain an end-to-end view of the patient and provider communication journey and identify opportunities to improve clarity, consistency, channel coordination, and effectiveness
• Partner with HCP, Consumer, and Payer Marketing, Sales Leadership, Legal, Medical, Compliance, Privacy, MLR reviewers, and agency partners to manage content strategy, development, review, and approval while preserving a patient- and provider-centered experience
• Own brand-side strategic decisions for the healthcare provider portal, including portal scope, business requirements, design priorities, and feature prioritization in alignment with the broader PSP strategy
• Translate HCP and program needs into detailed portal design requirements, including desired features, workflow and routing needs, user experience principles, content requirements, and business rules, partnering with Digital, technology, Patient Access, and implementation teams through design and build
• Actively engage throughout portal design and development to ensure approved requirements are reflected in the experience and that portal decisions remain aligned with enrollment, hub, field reimbursement, and other PSP capabilities
• Facilitate market and cross-functional input as portal design progresses, resolve or elevate key business decisions, and support launch readiness for the HCP portal
• Support field readiness by partnering with field leadership and global Learning & Development to ensure training content, tools, and messaging accurately reflect approved PSP services and customer needs
• Use launch learnings, patient and provider feedback, content/channel performance, and program insights to recommend ongoing enhancements to PSP content, messaging, branding, and portal experience

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
• annual bonus
• long-term incentive

What This Job Offers

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