Own patient experience strategy development and execution across enterprise capabilities
Serve as a trusted strategic advisor to PSS Therapeutic Area and Operations leaders
Direct market scanning activities to identify patient experience innovation opportunities
Lead integration of AI driven insights and omnichannel capabilities
Establish enterprise standards for patient experience innovation
Develop and drive innovative patient experience solutions
Lead patient experience initiative evaluation, including experiment design and impact measurement
Own the development of scalable patient experience roadmaps
Oversee patient experience strategic planning for new program launches
Develop and implement patient experience continuous improvement initiatives
Lead and coordinate cross-functional workstreams

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
Advanced degree (PharmD, MBA) preferred

Director, PSS Patient Experience

Key skills