Associate Director, US Marketing Ophthalmology, Patient Experience Measurement & Engagement

Responsibilities

• Patient Experience Measurement Strategy
• Lead the development of the US Ophthalmology patient experience measurement framework
• Establish the critical moments that matter across access, initiation, onboarding, treatment, follow-up, persistence, and ongoing support.
• Define a balanced set of patient experience measures incorporating:
• Patient-reported experience and feedback.
• Engagement and behavioral measures.
• Adherence and persistence.
• Treatment initiation and continuity.
• Patient support program interactions.
• Digital and CRM engagement.

Requirements

• 5+ years of experience in patient support, patient engagement, adherence, digital health, customer experience, or related healthcare programs.
• Demonstrated ability to develop measurement frameworks and translate data and insights into strategic business decisions.
• Experience working across patient research, behavioral data, program performance data, digital analytics and/or patient support data.
• Strong understanding of patient support program models and specialty patient service ecosystems.
• Experience with patient engagement strategies, behavioral interventions, patient journey programs, or adherence initiatives.
• Awareness and understanding of US commercial and regulatory requirements.
• Strong analytical capability with demonstrated ability to translate complex information into clear recommendations.
• Ability to plan, prioritize, execute, anticipate challenges, and continuously improve programs.
• Strong cross-functional leadership and ability to influence without direct authority across complex matrix organizations.
• Demonstrated ability to build alignment across marketing, patient services, operations, market access, digital, analytics, and compliance stakeholders.

Preferred

• Ophthalmology, retina, specialty biologic, or specialty care experience.
• Product launch experience.
• Experience with CX measurement frameworks

Benefits

• We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days.