Director, PSS Patient Experience

Main Responsibilities 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 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 (experiment design, business case development, and impact measurement) Own development of scalable patient experience roadmaps, including dependencies, resource requirements, and phased implementation strategies Oversee patient experience strategic planning for new program launches within the PSS ecosystem Develop and implement patient experience continuous improvement initiatives Lead and coordinate cross-functional workstreams, allocate resources, and deploy patient experience capabilities across the enterprise Coordinate requirements gathering, identify improvement opportunities, and prioritize development roadmaps Build and manage strategic vendor partnerships with budget accountability (budget planning/allocation, SOW/SLA development, performance oversight) Establish measurement frameworks to track patient conversion, adherence, and experience outcomes; quantify business impact and communicate insights to Specialty Care Senior Leadership Navigate complex stakeholder landscapes across PSS, Digital, Trade, Legal, Compliance, Operations, and Brand teams Basic Qualifications 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 (hub services, specialty pharmacy, patient access pathways) Demonstrated ability to lead complex transformation initiatives in matrixed environments Proven ability to influence without direct authority Strong analytical capabilities translating insights into actionable solutions Excellent communication and stakeholder management skills Preferred Qualifications Advanced degree (PharmD, MBA) preferred Proven track record leading large-scale commercial transformations (customer engagement, patient services, or related) Experience 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 Travel Requirements Up to 10–15% travel Benefits (if applicable) Health and wellbeing benefits including high-quality healthcare, prevention and wellness programs, and at least 14 weeks’ gender-neutral parental leave #J-18808-Ljbffr Scorpion Therapeutics