Associate Director, US Marketing Ophthalmology, Patient Experience Measurement & Engagement

MSD•North Wales, PA

1d•$142,400 - $224,100•Hybrid

About The Position

The Associate Director, Patient Experience Measurement & Engagement Strategy defines how the organization understands, measures, and continuously improves the end-to-end patient experience, while leading patient engagement strategy across the US Ophthalmology portfolio. The role establishes an integrated measurement approach combining patient, caregiver, provider, operational, behavioral, and program data to identify important moments, experience gaps, engagement drivers, and barriers to treatment continuity. It translates insights into actionable strategies supporting patients from treatment consideration and initiation through ongoing therapy. The role leads patient engagement capabilities including onboarding, treatment journey support, patient education, caregiver engagement, appointment adherence, CRM-enabled communications, digital engagement, and behavioral interventions. It collaborates with Marketing, Patient Engagement CoE, Data & Analytics, Market Research, Patient Services Operations, Market Access, Field Reimbursement, Provider Strategy, Legal, Compliance, Privacy, and external partners. This is a hybrid position based in Upper Gwynedd, Pennsylvania, with an expectation of working on-site three days per week. The role requires 10% travel and offers an annual bonus and long-term incentive, if applicable.

Requirements

Bachelor's degree or equivalent (BA/BS).
At least 5 years of experience in patient support, patient engagement, adherence, digital health, customer experience, or related healthcare programs.
Demonstrated ability to develop measurement frameworks and translate data and insights into strategic business decisions.
Experience working across patient research, behavioral data, program performance data, digital analytics, and/or patient support data.
Strong understanding of patient support program models and specialty patient service ecosystems.
Experience with patient engagement strategies, behavioral interventions, patient journey programs, or adherence initiatives.
Awareness and understanding of US commercial and regulatory requirements.
Strong analytical capability and ability to translate complex information into clear recommendations.
Ability to plan, prioritize, execute, anticipate challenges, and continuously improve programs.
Strong cross-functional leadership and ability to influence without direct authority in complex matrix organizations.
Ability to build alignment across marketing, patient services, operations, market access, digital, analytics, and compliance stakeholders.
Strong collaboration skills and business agility.
Strong written and verbal communication, including strategy communications, executive presentations, vendor management, and stakeholder engagement.
Ability to simplify complex patient experience and adherence challenges into actionable recommendations.
High degree of integrity and ethics; resilient, adaptable, and comfortable operating in evolving environments.
Required skills include Communication Sciences, Controls Management, Cross-Functional Leadership, Diabetic Retinopathy, Health Care, Matrix Leadership, Metrics Development, Ophthalmology, Patient Engagement, Patient Support, People Leadership, Principles of Marketing, and Strategic Thinking.

Nice To Haves

MBA or equivalent.
Ophthalmology, retina, specialty biologic, or specialty care experience.
Product launch experience.
Experience with customer experience (CX) measurement frameworks.

Responsibilities

Lead development of the US Ophthalmology patient experience measurement framework.
Establish critical moments that matter across access, initiation, onboarding, treatment, follow-up, persistence, and ongoing support.
Define a balanced set of patient experience measures covering patient feedback, engagement and behavior, adherence and persistence, treatment initiation and continuity, support program interactions, digital and CRM engagement, access and affordability, caregiver experience, and provider and retina-practice insights.
Partner with Data & Analytics stakeholders to define and oversee measurement frameworks and establish adherence, persistence, engagement, and patient experience KPIs.
Establish baselines and benchmarks, monitor changes in patient experience through launch and post-launch, and translate measurement into strategic implications and recommended actions.
Lead development of the patient engagement vision and strategy for the US Ophthalmology portfolio.
Translate patient journeys, measurement, behavioral insights, and research into differentiated engagement strategies across key journey stages.
Develop personalized engagement strategies based on patient segments, behaviors, barriers, needs, and preferences.
Identify effective channels and interventions, including digital, CRM, hub-based, live support, and other patient-facing channels.
Establish test-and-learn approaches and an ongoing optimization roadmap for patient engagement strategies and capabilities.
Collaborate with the Patient Engagement CoE to enhance patient support capabilities and incorporate innovations, emerging technologies, behavioral science, and industry best practices.
Serve as the ophthalmology subject matter expert in patient engagement program development.
Lead patient-centric strategies addressing critical moments throughout the treatment journey, partnering with patient experience, customer experience, and market research teams to understand needs, behaviors, motivations, and barriers.
Design approaches to improve patient confidence, education, empowerment, and treatment persistence while accounting for caregiver needs and retina clinic workflows.
Champion patient-centered innovations that reduce friction and strengthen long-term engagement.
Ensure engagement and adherence programs comply with applicable FDA promotional regulations, privacy and HIPAA considerations, adverse event reporting requirements, and company policies.
Partner with Legal, Compliance, Privacy, Medical, and Regulatory stakeholders on compliant program execution, and embed governance and oversight processes that support innovation with appropriate controls.
Provide cross-functional leadership, stakeholder engagement, executive presentations, and vendor management as needed.