Director, Patient Experience Innovation

MSD • North Wales, PA

8d • $190,800 - $300,300 • Hybrid

About The Position

Serves as the day-to-day bridge between brand teams and the Patient Support CoE for assigned therapeutic areas, owning TA-specific insight generation, patient journey mapping, and implementation support for critical capabilities. Accountable for translating designs and patient-facing capability concepts into operational and scalable solutions — ensuring new capabilities fit into the broader architecture or new capabilities deploy without disrupting live patient support operations.

Requirements

• 8+ years in biopharma patient services, program implementation, or operations, with experience deploying new capabilities across hub, access, affordability, and adherence
• Prior experience supporting patient support design and execution, including insight generation, pressure-testing, and implementation support across brand and CoE functions
• Strong understanding of patient support ecosystems, including hub, specialty pharmacy, access, CRM, and patient journey interactions; familiarity with where new capability deployments could create operational disruption
• Strong understanding of primary care, specialty care and complex therapy archetypes, including patient needs, access barriers, and support-model differences
• Experience synthesizing qualitative and quantitative inputs into actionable recommendations, including patient, HCP, operational, and program insights; ability to translate findings into operational specs that vendors and hub partners can act on
• Experience working with hub vendors on SOW amendments, configuration changes, and testing protocols; comfort managing a small, execution-focused team measured by what gets deployed, not designed

Nice To Haves

• Master's degree preferred

Responsibilities

• Understand and pressure test TA-specific patient support designs, including workflow assumptions, operational feasibility, and implementation sequencing
• Serve as day-to-day bridge between brand and CoE teams, enabling integration and one-voice execution across assigned TA
• Own end-to-end patient strategy execution along with the Patient Support Strategy Lead and interaction models across Access, Affordability, and Adherence, supporting agile pod delivery through input gathering, execution follow-through, issue tracking and resolution
• Own end-to-end implementation process for capabilities, including scoping, sequencing, and operational configuration — translating documentation (design intent, success criteria, technical requirements) into operational specs for hub vendors and internal teams
• Identify and resolve implementation blockers — including vendor capacity constraints, data integration gaps, CRM configuration issues, and compliance requirements — and escalate to the right stakeholders for resolution
• Build and maintain implementation playbooks that codify repeatable deployment processes, reducing time and risk of future capability rollouts
• Conduct TA-specific insight generation, including patient-specific market research and HCP feedback as needed along with the brand patient strategy team

Benefits

• medical, dental, vision healthcare and other insurance benefits (for employee and family)
• retirement benefits, including 401(k)
• paid holidays
• vacation
• compassionate and sick days
• annual bonus
• long-term incentive

What This Job Offers

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