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.

Job Level: Management

Additional Information

The base compensation range for this role is: $188,000.00-$259,000.00

Base salary offered is determined through an analytical approach utilizing a combination of factors including, but not limited to, relevant skills & experience, job location, and internal equity.

Regular employees are eligible to receive both short term and long-term incentives, including cash bonus and equity incentive opportunities, designed to reward recent achievements and recognize your future potential based on individual, business unit and company performance.

In addition to compensation, Biogen offers a full and highly competitive range of benefits designed to support our employees' and their families physical, financial, emotional, and social well-being; including, but not limited to:

• Medical, Dental, Vision, & Life insurances
• Fitness & Wellness programs including a fitness reimbursement
• Short- and Long-Term Disability insurance
• A minimum of 15 days of paid vacation and an additional end-of-year shutdown time off (Dec 26-Dec 31)
• Up to 12 company paid holidays + 3 paid days off for Personal Significance
• 80 hours of sick time per calendar year
• Paid Maternity and Parental Leave benefit
• 401(k) program participation with company matched contributions
• Employee stock purchase plan
• Tuition reimbursement of up to $10,000 per calendar year
• Employee Resource Groups participation

Why Biogen?

We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.

At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&I efforts.

All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. Biogen is an E-Verify Employer in the United States.