Head of Patient Experience & Patient Support Programs Canada
About The Position
We are looking for a Head of Patient Experience & Support Programs who is strategic, patient‑focused, and collaborative to join us in our Patient Experience team, based in our Canada office in Oakville, Ontario. As a senior enterprise leader and member of the Canadian Leadership Team (CLT), you will be accountable for defining, shaping, and governing UCB Canada’s end-to-end patient experience and patient support strategy as a core driver of country performance, access leadership, and organizational culture. You will lead and shape the end‑to‑end patient experience and support program strategy across Canada. As a senior leader, you will ensure patient services are integrated into business strategy, enabling access, improving outcomes, and driving performance. You will translate patient insights into impactful decisions, oversee financial performance, and ensure high standards of quality, compliance, and patient safety across all programs. You will be shaping affiliate-level performance outcomes, future-ready transformation, sustainable access, gross-to-net performance, and long-term enterprise value. You will work closely with cross-functional leaders across commercial, access, finance, medical, and compliance teams, as well as external partners and service providers. You will operate as a key member of the Canadian Leadership Team, collaborating both Regionally and Globally to influence strategy and deliver patient-centered solutions.
Requirements
- Bachelor’s degree in life sciences, healthcare, business, or related
- Minimum 10+ years leadership in pharmaceutical, biotech, or healthcare environments
- Minimum of 3+ years’ experience leading patient support programs, access, and or commercial teams in Canada or similar systems
- Minimum 5+ years in the Canadian Healthcare system and patient access environment
- Minimum 5+ years proven ability leading cross-functional teams in a matrix environment
Nice To Haves
- Master’s degree (MBA, MSc, MPH, or equivalent)
- Background in specialty, immunology or rare disease areas
- Experience with digital transformation and data-driven decision-making
- Leadership experience in matrix or global organizations
- Bilingual French and English are an asset
- Strong communication, influencing, and stakeholder management skills
Responsibilities
- Define and lead national patient experience and support program strategy
- Ownership of the Patient Experience & PSP Strategy
- Act as the voice of the patient in strategic decision-making
- Integrate support programs into brand and access strategies
- Financial Accountability & Governance for the Canadian PSP budget
- Lead cross-functional collaboration across internal and external partners
- Compliance, Risk & Quality Oversight for PSP
- Own program budgets, forecasting, and investment prioritization
- Utilizing data and digital transformation to drive insights and business performance
- Lead Canadian’s National PSP third party Vendor & Ecosystem Leadership
- Ensure compliance, quality, and patient safety across all programs
- Lead and develop the Patient Experience / PSP organization
Benefits
- Hybrid-first approach to work
- Caring, supportive culture
- Inclusive, accessible environment
- Equal opportunities to do their best work
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What This Job Offers
Job Type
Full-time
Career Level
Senior
