Associate Director, Ophthalmology Patient Experience

MSD; North Wales (Montgomery County); Hybrid; USD 142,000 - 224,000; Full time

Job summary

MSD in the US Ophthalmology portfolio seeks an Associate Director of Patient Experience Measurement & Engagement Strategy to define how we measure and improve the end-to-end patient experience, integrating patient, caregiver, provider, and program data to identify moments that matter and gaps in care.

The role leads development of engagement capabilities across onboarding, treatment journey, education, caregiver engagement, and digital/CRM channels, with strong cross-functional collaboration.

Qualifications

• 5+ years of experience in patient support, patient engagement, adherence, digital health, customer experience, or related healthcare programs.
• 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.

Responsibilities

• Lead the development of the US Ophthalmology patient experience measurement framework and establish the critical moments that matter across access, initiation, onboarding, treatment, and follow-up.
• Lead development of the patient engagement vision and strategy for the US Ophthalmology portfolio across key journey stages.
• Collaborate with stakeholders to translate insights into differentiated engagement strategies and actionable recommendations.
• Ensure governance, compliance and risk management in line with FDA, privacy, HIPAA, and company policies.

Skills

Communication Sciences

Cross-Functional Leadership

Ophthalmology

Patient Engagement

Strategic Thinking

Education

Bachelor's degree

MBA

Job description

MSD in the US Ophthalmology portfolio seeks an Associate Director of Patient Experience Measurement & Engagement Strategy to define how we measure and improve the end-to-end patient experience, integrating patient, caregiver, provider, and program data to identify moments that matter and gaps in care.

The role leads development of engagement capabilities across onboarding, treatment journey, education, caregiver engagement, and digital/CRM channels, with strong cross-functional collaboration.