Customer Experience (CX) Associate Director, Patient & Care Partner

Bristol Myers Squibb-posted 1 day ago

Full-time • Mid Level

Princeton, NJ

5,001-10,000 employees

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We are seeking an experienced Associate Director, Customer Experience (Cx), Patient & Care Partner to lead the design and delivery of patient-centric, digital-human hybrid experiences. In this role, you will translate patient and care partner insights into services and features that measurably enhance the COBENFY journey. You will partner closely with cross-functional teams—including brand marketing, omnichannel operations, digital product, B&IT, data, and legal—to deliver solutions that drive successful treatment starts and sustained adherence. Additionally, you will serve as a visible champion for patient-centricity by engaging with external stakeholders—such as advocacy groups, peer support organizations, and advisory boards—and collaborating with field teams to amplify patient voices and bring real-world insights into experience design.

Patient & Care Partner Onboarding & Initiation Strategy/Execution. Develop and execute strategies that simplify and optimize the onboarding experience, ensuring patients and care partners feel supported from the moment of prescription through treatment initiation. You will design frictionless enrollment pathways, clear education touchpoints, and proactive support mechanisms that enable confident treatment starts.
Evolve our approach and strategy for connecting individuals with others who have lived experience. Lead the design and execution of programs that foster meaningful peer-to-peer connections. You will ensure these initiatives are seamlessly integrated into the broader patient experience ecosystem and deliver measurable outcomes in engagement, treatment adherence, and overall satisfaction.
Own and manage the product backlog, ensuring clarity, alignment, and prioritization based on business value and customer impact. Collaborate with brand, omnichannel, B&IT, data analytics, and third-party vendors to deliver patient-centric features and enhancements. Validate solutions using prototypes, cocreation, pilots, and iterative testing.
Conduct and interpret user research, patient interviews, journey mapping, and feedback analysis to identify unmet needs and pain points. Partner with analytics teams to track patient experience metrics (e.g., NPS, satisfaction, access measures, digital engagement). Monitor industry trends, competitor offerings, and regulatory changes in the behavioral health market.
Build and nurture relationships with patient advocacy groups, peer support organizations, external partners, and field teams to amplify patient and care partner voices. Collaborate with field colleagues to ensure alignment on experience initiatives and gather real-time insights from in-market interactions. Engage directly with patients and care partners through interviews, advisory panels, and co-creation sessions to ensure solutions reflect real-world needs. Serve as a visible champion for patient-centricity, fostering trust and transparency in all external and field-facing interactions.
Align with operational teams to ensure smooth implementation, adoption, training, and change management. Work closely with legal, compliance, medical, and privacy teams to ensure all solutions meet regulatory standards Act as the primary liaison between business stakeholders and development teams.
Define success metrics for product features and overall customer experience performance. Monitor product performance post-launch and prioritize enhancements based on data. Report progress, risks, and opportunities to leadership and key stakeholders.
Champion a culture of innovation by identifying emerging technologies, tools, and best practices to enhance patient and caregiver experiences. Drive continuous improvement through iterative design, testing, and optimization of CX solutions. Lead pilots and proof-of-concept initiatives to validate new approaches before scaling. Monitor evolving patient needs, market trends, and digital engagement strategies to proactively adapt the experience roadmap.

Bachelor’s degree in business, healthcare administration, marketing, product management, design, or related field.
6-10 years of experience in product ownership, CX strategy, service design, or digital product management.
Proven track record in developing and executing CX strategies that improve satisfaction, loyalty, and retention.
Strong understanding of patient journeys, clinical operations, and healthcare compliance.
Experience leading through cross-functional teams (marketing, product, sales, tech), internal concept and content review processes, and leading large-scale initiatives
Excellent communication, stakeholder management, and decision-making skills.
Customer empathy and human-centered design
Analytical thinking and data-driven decision-making
Strategic planning with strong execution discipline
Collaboration and cross-functional alignment
Attention to detail while maintaining a broad strategic view
Adaptability in a regulated and fast-evolving environment

Advanced degree (MBA, MPH, MS in Health Informatics, etc.)
Certifications in Customer Experience Management or Design Thinking.
Knowledge of Agile/Scrum methodologies for product development.
Exceptional communication, emotional intelligence, and stakeholder management skills.
Ability to influence executive leadership and foster a customer-centric culture

Health Coverage: Medical, pharmacy, dental, and vision care.
Wellbeing Support: Programs such as BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP).
Financial Well-being and Protection: 401(k) plan, short- and long-term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, and survivor support.
Work-life benefits include: Paid Time Off US Exempt Employees: flexible time off (unlimited, with manager approval, 11 paid national holidays (not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio employees) Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non-Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays, and 3 optional holidays Based on eligibility, additional time off for employees may include unlimited paid sick time, up to 2 paid volunteer days per year, summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement, and military needs and an annual Global Shutdown between Christmas and New Years Day. All global employees full and part-time who are actively employed at and paid directly by BMS at the end of the calendar year are eligible to take advantage of the Global Shutdown.

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