Director, Patient Services Capabilities, Performance & Digital Experience

AstraZeneca•Gaithersburg, MD

21h

About The Position

At AstraZeneca, we turn ideas into life-changing medicines. Working here means being entrepreneurial, thinking big, and working together to make the impossible a reality. We are passionate about the potential of science to address unmet patient needs and committed to transforming care where we can truly change the course of medicine. This role is pivotal to enabling enterprise-wide patient and provider access capabilities, supporting both commercialized and non-promotional businesses by translating complex data, vendor performance, and digital experience signals into clear, actionable insight for leadership. The Director, Capabilities, Performance & Digital Experience is an enterprise, brand-agnostic capability leader responsible for assessing performance insights, shaping enterprise digital experience strategy, and overseeing Capabilities & Vendor Partnerships (CVP) across AstraZeneca’s patient services ecosystem. This position reports to the Senior Director, Direct-to- Consumer, the role is not aligned to any specific brand, therapy area, or commercial channel and does not own commercialized execution. Instead, it functions as shared oversight across commercialized and non-promotional businesses, synthesizing execution-level inputs into a cohesive enterprise narrative that informs strategic decision-making while driving governance and standardization where applicable.

Requirements

Bachelor’s degree
10+ years of experience in healthcare, pharmaceutical, or life sciences environments with leadership exposure to enterprise enablement, analytics, digital experience, or vendor governance.
Demonstrated ability to translate complex data into executive-level insights and narratives.
Strong analytical and problem-solving skills, including KPI development, performance interpretation, and trend analysis.
Proven success operating in highly matrixed organizations and influencing without direct authority.

Nice To Haves

Advanced degree (MBA, MS, MPH, or equivalent experience).
Experience working across both commercialized and non-promotional patient service environments.
Familiarity with multi-vendor ecosystems supporting patient access, affordability, and digital engagement.
Experience governing enterprise digital/web platforms, analytics frameworks, and experience standards.
Demonstrated ability to operate as a strategic buffer between execution teams and senior leadership.

Responsibilities

Assess and integrate performance insights across vendor- and service-based capabilities (e.g., HUB, affordability programs, eVoucher, PA support, telephony, fulfillment, and digital experiences).
Translate complex datasets into clear, executive-level narratives that explain what changed, why it matters, and what actions are.
Define and maintain performance frameworks, dashboards, and scorecards that enable consistent interpretation of results.
Serve as the primary interpreter of performance data for senior leadership, reducing fragmented or duplicative reporting.
Own enterprise strategy for consumer, patient, and provider digital experiences across brands and services.
Establish governance and standards for web experience, analytics, tagging, testing, and release readiness.
Ensure digital front doors are measurable, consistent, compliant, and optimized for experience and access outcomes.
Drive insight-led digital improvements by identifying experience friction points and performance trends across journeys.
Oversee management of above-brand print and digital assets for Patient Support and Patient Services.
Provide leadership oversight of the Capabilities & Vendor Partnerships as an enterprise function.
Ensure disciplined vendor governance, including performance standards, scorecards, QBR frameworks, and documentation rigor.
Synthesize vendor-level performance into enterprise-level insights and capability maturity assessments.
Maintain clear separation between governance and execution, with day-to-day operations owned by designated execution teams.
Establish consistent governance and change-control processes for performance measurement and digital experience artifacts.
Partner with Compliance, Legal, Privacy, Assurance, Internal Audit, IT, Finance, and Operations as needed to ensure appropriate controls, data stewardship, and audit readiness.
Standardize definitions, KPIs, reporting cadence, and digital measurement approaches across the enterprise.
Act as a trusted strategic partner across Patient Services, Patient Support, Brand Engagement, Access Strategy, Operations, and IT.
Provide a single, enterprise-level view of capability performance and digital experience health to support prioritization and investment decisions.
Enable senior leaders to focus on strategic outcomes by filtering execution noise into decision-ready insight.
Lead, mentor, manage a team, fostering a high-performance culture focused on collaboration, and innovation.