Director, Patient Experience Design & Optimization

About This Role:

As the Director of Patient Experience (PX) Design & Process Optimization, you will spearhead the strategy, design, and enhancement of the end-to-end patient experience within our Patient Services organization. You will play an integral role in defining how we measure PX effectiveness, identify opportunities for operational enhancement, and optimize content and messaging across various touchpoints. Your efforts will ensure experiences are consistent, empathetic, and aligned with industry best practices. Acting as a cross-functional leader and trusted partner, you will collaborate with Patient Services, Commercial, Compliance, Marketing, and Technology teams to drive alignment, change adoption, and measurable impact. Additionally, you will manage a small team of PX and process excellence professionals. This role is vital to delivering Patient Services excellence and differentiation, contributing significant value to patients, brands, and the enterprise.

What You’ll Do:

• Lead therapeutic area-specific PX touchpoint management and optimization, ensuring alignment with our overarching PX strategy.
• Support and inform PX touchpoint mapping across patient journeys, including processes, handoffs, and customer interactions.
• Partner with Data Science & Operations to assess the effectiveness of patient touchpoints using quantitative and qualitative insights.
• Identify experience gaps and optimization opportunities; develop clear business cases for change grounded in data and patient impact.
• Define and track impact metrics to measure the effectiveness of experience improvements over time.
• Own the end-to-end acquisition experience strategy, focusing on process and patient experience optimization.
• Establish and oversee program KPIs, ensuring execution and accountability.
• Partner with Data Science to evaluate the effectiveness of adherence programs and identify opportunities for improvement.
• Lead end-to-end process reviews to identify friction points across Patient Services.
• Oversee development and optimization of talking points, scripts, templates, and educational content used in patient interactions.
• Maintain a deep understanding of PX trends, regulatory shifts, and competitive approaches across the healthcare ecosystem.
• Build, develop, and manage the PX Design & Governance team, fostering a patient-first culture and high employee engagement.

Who You Are:

You are a visionary leader with a passion for transforming patient experiences. You possess a strategic mindset and thrive in cross-functional settings, where you can drive alignment and inspire change. Your analytical skills allow you to identify opportunities for improvement, while your empathetic approach ensures that patient interactions are meaningful and impactful. You are committed to fostering a culture of high performance and engagement within your team, placing the patient at the center of all initiatives.

Required Skills:

• 10+ years of experience in patient experience design and process optimization.
• Proven leadership experience managing cross-functional teams.
• Strong analytical skills, with the ability to leverage data insights to drive decision-making.
• Exceptional communication skills, both written and verbal.
• Bachelor’s degree in Healthcare Management, Business Administration, or a related field.

Preferred Skills:

• Experience with automation, self-service, and AI-enabled insights in healthcare settings.
• Knowledge of health literacy guidelines and cultural competency best practices.