Director Patient Experience US Obesity and Related Conditions
About The Position
The Director, Patient Experience leads strategy for a connected patient experience across the journey, including point-of-care, onboarding, persistence, patient stories, and community engagement. The role partners with the Direct to Patient (DTP) team, which owns DTP strategy and operations, to integrate relevant DTP pathways and touchpoints into the overall patient experience. The Director aligns patient-facing work with HCP Promotion, Corporate Affairs, Patient Advocacy, field teams, and Sales Training. The position defines a connected experience across care, onboarding, and ongoing support; establishes a patient community with Corporate Affairs and Patient Advocacy; and coordinates patient experience tactics and training with physicians, field teams, and Sales Training. It leads and develops the Patient Experience team, guides budget and resource planning with the Consumer Director and DTP team, establishes measures, uses feedback and performance learning to improve the journey, and communicates strategy, progress, decisions, and risks to senior leaders and cross-functional stakeholders.
Requirements
- Doctorate degree and 2 years of marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization; OR a master's degree and 4 years; OR a bachelor's degree and 6 years; OR an associate's degree and 10 years; OR a high school diploma/GED and 12 years.
- Marketing and/or business experience must be in a role aligned with a Marketing/Sales commercial organization.
Nice To Haves
- Demonstrated success leading patient experience, patient engagement, patient support, or consumer health programs.
- Experience designing patient journeys across point of care, onboarding, persistence, or Direct-to-Patient pathways.
- Experience partnering with HCP Promotion, Corporate Affairs, Patient Advocacy, field teams, or Sales Training.
- Strong team leadership, strategic planning, and cross-functional influence skills.
- Pharmaceutical, healthcare, consumer health, or other regulated-industry experience.
Responsibilities
- Set patient experience strategy across the patient journey and partner with the DTP team to integrate relevant DTP pathways and touchpoints.
- Define priorities and principles for point-of-care, onboarding, persistence, patient stories, loyalty, and community engagement.
- Translate patient and caregiver needs into connected programs aligned with the broader brand experience.
- Identify journey gaps and opportunities with Consumer, HCP, DTP, and patient support teams.
- Partner with Corporate Affairs and Patient Advocacy to establish the community, ambassador, and influencer approach.
- Define the purpose, operating model, partner roles, and engagement principles for community development.
- Ensure patient stories and community activity use appropriate patient-centered practices and cross-functional input.
- Align patient community and advocacy opportunities with brand priorities while maintaining clear roles for Commercial, Corporate Affairs, and Advocacy.
- Coordinate with HCP Promotion to align patient experience tactics with physician needs and HCP promotional plans.
- Coordinate patient education and training across physicians, field teams, and Sales Training.
- Partner with HCP and field stakeholders to define practical handoffs, materials, timing, and education requirements.
- Maintain a connected view of the patient and physician experience while respecting functional responsibilities and review requirements.
- Partner with the DTP team to connect relevant DTP pathways and touchpoints to the patient experience.
- Coordinate with Consumer, HCP, digital, access, Medical, Legal, Regulatory, Patient Advocacy, Corporate Affairs, Sales Training, and other partners to align patient experience handoffs and requirements.
- Set ownership, decision rights, and working processes across teams and agency partners.
- Lead and develop the Patient Experience team, setting priorities, expectations, and development goals.
- Guide budget and resource planning for patient experience programs in partnership with the Consumer Director and DTP team.
- Establish measures for patient experience work and use feedback, engagement, and performance learning to improve the journey.
- Communicate strategy, progress, decisions, and risks to senior leaders and cross-functional stakeholders.
Benefits
- Health and welfare plans for staff and eligible dependents, including group medical, dental, and vision coverage.
- Retirement and Savings Plan with company contributions.
- Life and disability insurance.
- Flexible spending accounts.
- Discretionary annual bonus program, or a sales-based incentive plan for field sales representatives.
- Stock-based long-term incentives.
- Award-winning time-off plans.
- Flexible work models where possible.
- Career development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
High school or GED
