Director, PSS Patient Experience

Sanofi • Cambridge, MA

1d

About The Position

Join the team transforming care for people with immune challenges, rare diseases, cancers, and neurological conditions. In Specialty Care, you’ll help deliver breakthrough treatments that bring hope to patients with some of the highest unmet needs. At Sanofi, we are dedicated to transforming patient health through chasing the miracle of science. As a prominent pharmaceutical manufacturer, our commitment extends beyond drug development ensuring that patients can access and afford our therapies. The Sanofi Patient Support Services (PSS) team is focused on supporting patients wishing to access to Sanofi therapies. This is achieved by offering programs that provide reimbursement and logistics support, financial assistance, and patient education. In addition to the program offerings, the PSS organization is also home to field teams that provide education and support to patients and customers. Position Overview: We are seeking a visionary leader to shape Patient Experience Strategy within Patient Support Services. As a key member of the Patient Experience Center of Excellence within PSS Evolution & Strategy, the Director, Patient Experience will be instrumental in identifying, evaluating, and implementing patient experience solutions that enhance patient outcomes and deliver measurable business impact across the PSS ecosystem. This role drives enterprise transformation of patient support, developing scalable capabilities and frameworks that deliver personalization at scale and help patients start and stay on therapy. The Director, Patient Experience translates strategic vision into technology enabled solutions, establishes enterprise capabilities, and partners cross-functionally to ensure PSS services enhance performance and service delivery with the goal of a best-in-class patient experience. About Sanofi: We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.

Requirements

• Bachelor's degree in Business, Healthcare Management, Life Sciences, or related field
• 10+ years of progressive experience in pharmaceutical/healthcare industry
• 5+ years of experience in Patient Support Services, patient access, or related patient services functions
• Deep knowledge of PSS landscape including hub services, specialty pharmacy, and patient access pathways
• Demonstrated ability to lead complex transformation initiatives in matrixed environments
• Proven ability to influence without direct authority
• Strong analytical capabilities with experience translating insights into actionable solutions
• Excellent communication and stakeholder management skills

Nice To Haves

• Advanced degree (PharmD, MBA) preferred
• Proven track record of leading large-scale commercial transformations within customer engagement, patient services, or related domains
• Skilled at leading technology-enabled patient experience initiatives (CRM, digital, omnichannel)
• Experience supporting immunology and large-scale specialty brands, launches and lifecycle management
• Expertise in patient journey design and experience optimization
• Strong understanding of AI and digital technologies in healthcare settings
• Deep knowledge of adherence and persistence programs

Responsibilities

• Strategic Leadership & Enterprise Impact Own patient experience strategy development and execution across enterprise capabilities, establishing frameworks that deliver personalization at scale and help patients start and stay on therapy Serve as a trusted strategic advisor to PSS Therapeutic Area and Operations leaders, translating patient experience needs into actionable solutions and market-leading capabilities Direct market scanning activities to identify patient experience innovation opportunities and emerging technologies Lead integration of AI driven insights and omnichannel capabilities to deliver seamless, personalized patient journeys with measurable business outcomes Establish enterprise standards for patient experience innovation that can scale across therapeutic areas and support new product launches
• Innovation & Program Development Develop and drive innovative patient experience solutions that advance adherence and engagement capabilities while delivering meaningful impact on patient outcomes Lead patient experience initiative evaluation, including experiment design, business case development, and impact measurement to demonstrate value at stake Own the development of scalable patient experience roadmaps, articulating dependencies, resource requirements, and phased implementation strategies aligned with enterprise priorities Oversee patient experience strategic planning for new program launches within the PSS ecosystem, ensuring capabilities deliver on business objectives Develop and implement patient experience continuous improvement initiatives to maintain best-in-class capabilities
• Operational Excellence & Cross Functional Execution Lead and coordinate cross-functional workstreams, allocate resources, and deploy patient experience capabilities across the enterprise Coordinate patient experience requirements gathering from therapeutic area teams, identify improvement opportunities, and prioritize development roadmaps Build and manage strategic vendor partnerships with budget accountability, including budget planning and allocation, SOW and SLA development, and performance oversight to deliver measurable patient experience outcomes Establish measurement frameworks that track patient conversion, adherence, and experience outcomes, quantify business impact and value-at-stake, and communicate insights to Specialty Care Senior Leadership to inform strategic decision-making Navigate complex stakeholder landscapes across PSS, Digital, Trade, Legal, Compliance, Operations, and Brand teams to structure and execute patient experience initiatives that accelerate enterprise transformation

Benefits

• Bring the miracles of science to life alongside a supportive, future-focused team.
• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.
• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.
• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.

What This Job Offers

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