Director, Patient Experience

About the Company Bios Life is developing next-generation cancer surveillance technology that modernizes and scales long-term cancer follow-up care. We integrate evidence-based clinical frameworks, technology-enabled workflows, and diagnostics into accessible, high-quality screening and survivorship models. The company is based in Cambridge, Ma with an office in the UK. Bios Life is developing next-generation cancer surveillance technology that modernizes and scales long-term cancer follow-up care. We integrate evidence-based clinical frameworks, technology-enabled workflows, and diagnostics into accessible, high-quality screening and survivorship models. The company is based in Cambridge, Ma with an office in the UK. About The Role Bios Life is seeking a Director, Patient Experience Lead to define, optimize, and continuously improve the end-to-end patient experience across our Screening and Survivorship service lines. This is a highly cross-functional role at the intersection of patient experience, commercial operations, healthcare delivery, and consumer experience. The Director will own how the Bios Life experience comes together from the patient’s perspective, ensuring that every interaction, handoff, service, and digital touchpoint delivers on our promise of a seamless, high-quality, differentiated healthcare experience. The role encompasses both the service and product components of the patient journey. This leader will map and pressure-test the experience from initial engagement through ongoing care, identify friction points and gaps, establish standards and measures of success, and work across the organization to continuously improve the experience. The Director will partner closely with our Care Teams to ensure that defined care and service standards are consistently delivered, while also working across Commercial, Product, Marketing, Clinical, Operations, and Technology to ensure the broader experience feels connected and intentional. Initially, this leader will oversee patient experience across both Screening and Survivorship. As Bios Life grows, the function may evolve to include dedicated leaders by service line or channel, including Concierge and Health System channels. This role therefore offers the opportunity not simply to manage patient experience, but to build a broader Patient Experience and Commercial Excellence capability over time. What You Will Own End-to-End Patient Experience Own the end-to-end patient experience across Bios Life’s Screening and Survivorship service lines. Map the complete patient journey across digital, clinical, operational, and human touchpoints. Define what an exceptional Bios Life patient experience should look and feel like at each stage of the journey. Regularly pressure-test the patient journey to identify friction, gaps, inconsistencies, unnecessary complexity, and opportunities for differentiation. Ensure the experience is cohesive across both the technology-enabled product and human-delivered service components of Bios Life’s model. Champion the voice of the patient in decisions that affect the experience. Patient Journey & Experience Design Develop and continuously refine patient journey maps across service lines and channels. Identify critical moments that disproportionately influence patient trust, satisfaction, engagement, and retention. Partner with Product and Technology teams to ensure digital experiences support and enhance the broader patient journey. Partner with Clinical and Care Teams to ensure the human experience is consistent with Bios Life’s service standards and brand promise. Evaluate how new products, services, partnerships, and capabilities affect the overall patient experience before and after implementation. Commercial Operations & Excellence Build the operating mechanisms required to consistently deliver a differentiated patient experience at scale. Establish standards, processes, and accountability across teams responsible for different components of the patient journey. Identify operational breakdowns or handoff issues and work cross-functionally to resolve them. Develop scalable processes that maintain a high-touch consumer experience as patient volume and service offerings grow. Bring a commercial and consumer lens to experience decisions, balancing patient needs with operational scalability and business objectives. Help ensure the patient experience serves as a meaningful source of competitive differentiation for Bios Life. Measurement & Continuous Improvement Establish the KPIs and feedback mechanisms used to measure patient experience and identify opportunities for improvement. Develop dashboards and reporting that provide visibility into experience quality, service delivery, patient feedback, and areas of friction. Analyze quantitative and qualitative patient feedback to identify trends and root causes. Translate insights into specific actions, owners, and improvement initiatives. Monitor whether changes are producing the intended results and continuously refine the experience based on data and feedback. Create a disciplined closed-loop process for capturing, escalating, resolving, and learning from patient experience issues. Care Team & Cross-Functional Partnership Partner closely with Care Teams to define, monitor, and continuously improve service and care experience standards. Create mechanisms for identifying inconsistencies in service delivery and addressing them quickly and constructively. Work closely with Clinical leadership to ensure experience improvements complement clinical quality and care standards. Partner with Product, Technology, Commercial, Marketing, and Operations to ensure teams understand how their work contributes to the overall patient experience. Serve as a connective leader across functions, ensuring that organizational boundaries are not visible to the patient. Building for Scale Develop the foundation for a scalable Patient Experience capability as Bios Life grows. Assess when patient volume, service complexity, or channel expansion warrants additional dedicated Patient Experience leadership. Help define the future organizational structure as the business evolves across Screening, Survivorship, Concierge, and Health System channels. Build processes and infrastructure that can support growth without sacrificing the personalized experience that differentiates Bios Life. Over time, recruit and develop a team capable of supporting an increasingly complex portfolio of patient experiences. Ideal Candidate Profile The ideal candidate is a highly consumer-oriented healthcare leader who understands that an exceptional patient experience is created through the combination of thoughtful service design, disciplined operations, technology, clinical care, and relentless attention to the details of the patient journey. This person should bring strong commercial and operational instincts rather than approaching Patient Experience solely through a clinical or patient advocacy lens. They understand how to design an experience, operationalize it, measure it, identify where it is breaking down, and mobilize teams to improve it. The successful candidate will bring: Significant experience in patient experience, consumer experience, commercial operations, commercial excellence, service design, healthcare operations, or a related discipline. Experience in a consumer-oriented healthcare, digital health, healthcare services, or similarly high-touch service environment. Demonstrated ability to map and improve complex customer or patient journeys spanning both digital products and human-delivered services. Strong understanding of how operational processes, clinical workflows, technology, communication, and service delivery collectively shape the patient experience. A highly developed consumer mindset and the ability to view organizational decisions through the eyes of the patient. Experience establishing service standards, KPIs, dashboards, feedback mechanisms, and continuous improvement processes. Strong analytical skills with the ability to turn patient feedback and operational data into actionable insights. Excellent cross-functional leadership skills and demonstrated ability to influence teams without necessarily having direct authority over them. Ability to partner effectively with clinical professionals while maintaining a strong consumer and commercial perspective. Experience building new processes, capabilities, or functions in an evolving organization. Comfort operating in an early-stage, fast-moving environment where the role will require both strategic thinking and hands-on execution. Exceptional communication, judgment, curiosity, and problem-solving skills. Above all, this leader should be passionate about creating healthcare experiences that feel dramatically better to patients. They should notice the details others miss, question processes that create unnecessary friction, and be relentless about ensuring that Bios Life delivers a consistently exceptional experience as the company scales. #J-18808-Ljbffr Bios Life