Director, Patient Experience Strategy

Merck & Co.; North Wales (Montgomery County); Hybrid; USD 191,000 - 300,000; Full time

Benefits offered by this job

Annual bonus

Long-term incentive

Medical, dental, vision insurance

401(k) retirement plan

Paid holidays

Vacation days

Sick days

Job summary

Merck & Co. in the United States is seeking a Director, Patient Experience Strategy to lead patient experience, navigation, and support for IntisMeran Autogene.

This role defines the vision and operating model enabling patients to navigate a complex, individualized therapy journey. You will build and lead a high-performing team, shape PSP and navigator strategies, address barriers across the treatment journey, and collaborate with Marketing, Market Access, and Therapy Operations to deliver a

Qualifications

• Minimum 8 years of experience in pharmaceutical, biotech, healthcare, or related commercial functions.
• Experience in patient support, patient access, and market access.
• Proven ability to design and implement patient support programs and navigation models.
• Experience building, leading, and developing high-performing teams across matrixed organizations.
• Strong analytical capabilities and data-driven decision making.
• Excellent communication and stakeholder management skills.
• Growth mindset and passion for innovation.

Responsibilities

• Define and lead end-to-end patient experience strategy for Intismeran Autogene.
• Establish vision and operating model for patient support capabilities (PSP) and patient navigation.
• Define the patient navigator strategy, operating model, service offerings and engagement approach.
• Develop the FRM strategy and field support framework.
• Lead continuous assessment of patient journey, removing barriers and optimizing milestones.
• Partner across Marketing, Patient Support COE, Market Access, Field Commercial, Therapy Operations, Data Strategy, Legal, Compliance and others to build an integrated patient support ecosystem.
• Establish measurement frameworks, performance metrics, and analytics for program effectiveness.
• Build and lead a high-performing team and oversee external vendors; establish governance and compliant processes.

Skills

Decision Making

Driving Continuous Improvement

Engagement Strategies

Market Access

Oncology Marketing

Patient Journey

Patient Navigation

People Leadership

Strategic Planning

Strategy Development

Team Management

Education

Bachelor's degree

MBA

Job description

Merck & Co. in the United States is seeking a Director, Patient Experience Strategy to lead patient experience, navigation, and support for IntisMeran Autogene.

This role defines the vision and operating model enabling patients to navigate a complex, individualized therapy journey. You will build and lead a high-performing team, shape PSP and navigator strategies, address barriers across the treatment journey, and collaborate with Marketing, Market Access, and Therapy Operations to deliver a