Director, Patient Experience Program

Alexion; Mississauga; Hybrid; CAD 130,000 - 160,000; Full time

Job summary

A leader in rare disease care in Canada is seeking a Director, Patient Experience to enhance patient journeys and drive measurable outcomes. The ideal candidate will have over 10 years of experience in leadership roles, particularly in sales and marketing. Responsibilities include defining patient experience strategy, building external relationships, and overseeing financial performance. Join a diverse team committed to making a difference and celebrating innovation.

Benefits

Tailored development programs

Flexible working hours

Diversity and inclusion initiatives

Qualifications

• 10+ years of relevant leadership experience, including roles in sales and marketing.
• Proven ability to align franchise/divisional vision and priorities.
• History of designing customer solutions that drive business impact.

Responsibilities

• Define and champion a patient experience strategy for rare diseases.
• Embed a relentless patient and HCP focus into the culture.
• Shape strategic partnerships to deliver market-leading service levels.

Skills

Leadership experience

Analytical skills

P&L management

Communication skills

Relationship building

Education

Bachelor's degree

MBA or advanced degree

Job description

Are you ready to lead a market-leading integrated patient care program?

OneSource at Alexion Canada is dedicated to delivering exceptional care to patients living with rare diseases. As the Director, Patient Experience, you will be responsible for establishing the vision and strategy to enhance the entire patient journey. This role demands an enterprise leader who can assess organizational needs and shape strategies, capabilities, and resources for the future. You'll harness proprietary data to improve patient outcomes and drive measurable enterprise value. Leading a team of Operational, Patient Experience, and Diagnostic Leads, you'll ensure strategic alignment with cross‑functional Franchise Teams to deliver an unmatched experience to our customers and patients. Reporting to the Head of Market Access and Patient Experience, you'll be the executive owner of OneSource outcomes, risk, compliance, and value realization.

Accountabilities

• Set the vision and program strategy: Define and champion a bold, industry‑leading patient experience strategy for rare diseases that delivers unmatched service to patients and HCPs and creates a clearly differentiated OneSource experience.
• Drive patient and customer centricity: Embed a relentless patient and HCP focus, create a culture with the team to continuously scan best practices and competitive moves, and translate insights into strategies and tactics that extend OneSource’s leadership.
• Orchestrate cross‑functional innovation and growth: Mobilize and align interdependent cross‑functional department leads across businesses and divisions to innovate at pace, accelerate growth, and meet or exceed financial commitments.
• Optimize external ecosystem performance: Shape strategic partnerships with vendors and service providers to deliver market‑leading service levels, capabilities, and offerings that power the OneSource strategic plan. Negotiate enterprise agreements and performance frameworks, establishing clear SLAs, risk management, and value‑based outcomes with partners.
• Advance data and analytics as a strategic asset: Partner with Data Management to evolve advanced analytics, applications, and a comprehensive patient journey data hub that informs decisions, personalizes support, and delivers impact.
• Cultivate executive‑level partnerships: Build and deepen senior relationships with key partners, converting needs and insights into scalable business opportunities and differentiated patient/HCP value.
• Own financial stewardship: Lead forecasting, budgeting, and performance management for OneSource, ensuring disciplined investment and sustained value creation. Own enterprise P&L elements and multi‑year funding models, demonstrating impact, productivity, and cost‑to‑serve optimization, drive benefits realization and scenario planning.
• Lead and develop high‑performing teams: Provide clear direction and inspiring leadership to a multi‑functional organization, elevating engagement, capability, and talent. Build future‑ready capabilities (e.g., experience design) and succession pipelines.
• Governance, Risk, and Compliance: Facilitate governance forums; ensure compliance with regulatory, pharmacovigilance, privacy (e.g., PIPEDA/GDPR), and information security requirements.

Essential Skills/Experience

• Bachelor’s degree required; MBA or advanced degree in business or sciences preferred.
• 10+ years of relevant leadership experience, including roles in sales and marketing.
• Proven ability to articulate and align franchise/divisional vision and priorities.
• Track record of building high‑impact external relationships that unlock growth.
• Advanced analytical skills to translate patient, customer, and market data into strategic actions.
• History of designing and implementing customer solutions that drive measurable business impact.
• Strong command of P&L, forecasting, ROI, and value creation.
• Demonstrated critical thinking, decision‑making, and persuasive communication.
• Proven ability to build high‑performing teams and prioritize engagement and development.
• Diverse cross‑functional experience (beyond sales/marketing) and bilingual French considered assets.

Your work will power rapid patient impact and shape the future of rare disease care in Canada and beyond. You will experience the true meaning of redefining lives—every day.

When we put unexpected teams in the same room, we redefine bold thinking with the power to inspire life‑changing medicines. In‑person working gives us the platform we need to connect, work at pace, and challenge perceptions. That’s why we work, on average, a minimum of three days per week from the office. But that doesn’t mean we’re not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

At AstraZeneca’s Alexion division, you’ll find an environment where diversity is celebrated and innovation thrives. Our patient‑driven culture encourages exploration of new insights that profoundly impact lives. We value kindness alongside ambition as we strive for success in serving those in need. With tailored development programs designed for skill enhancement and empathetic understanding of patient journeys, you’ll be empowered to make a difference. Supported by exceptional leaders and peers ready to lift you in marketing compliance and beyond.

Ready to make a difference? Apply now!

Date Posted

07-Nov-2025

Closing Date

05-Dec-2025

Alexion is proud to be an Equal Employment Opportunity and Affermative Action employer. We are committed to fostering a culture of belonging where every single person can belong because of their uniqueness. The Company will not make decisions about employment, training, compensation, promotion, and other terms and conditions of employment based on race, color, religion, creed or lackthereof, sex, sexualorientation, age, ancestry, national origin, ethnicity, citizenship status, marital status,pregnancy, (including childbirth, breastfeeding, or related medical conditions), parental status (including adoption or surrogacy), military status, protected veteran status, disability, medical condition, gender identity or expression, genetic information, mental illness or other characteristics protected by law. Alexion provides reasonable accommodations to meet the needs of candidates and employees. To begin an interactive dialogue with Alexion regarding an accommodation, please contact [e-mail]. Alexion participates in E‑Verify.