Director Patient Experience US Obesity and Related Conditions

BioSpace; Washington (District of Columbia); On-site; USD 180,000 - 240,000; Full time

Job summary

Amgen in Washington, DC seeks a Director, Patient Experience to lead strategy across the patient journey, including onboarding, persistence, patient stories, and community engagement. You will partner with the DTP team to integrate pathways and touchpoints into the overall experience, aligning with HCP Promotion, Corporate Affairs, Patient Advocacy, and field training.

The role requires building a connected patient experience, establishing a patient community with advocacy teams, and ensuring

Qualifications

• Doctorate degree and 2 years of marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization; OR
• Master's degree and 4 years of marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization; OR
• Bachelor's degree and 6 years of marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization; OR
• Associate's degree and 10 years of marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization; OR
• High school diploma / GED and 12 years of marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization.

Responsibilities

• Set the patient experience strategy across the patient journey and partner with the DTP team to integrate relevant DTP pathways and touchpoints into that experience.
• Define priorities and principles for point-of-care, onboarding, persistence, patient stories, loyalty, and community engagement.
• Translate patient and caregiver needs into connected programs that are timely, useful, and aligned to the broader brand experience.
• Identify journey gaps and opportunities in partnership with Consumer, HCP, DTP, and relevant patient support teams.
• Partner with Corporate Affairs and Patient Advocacy to establish the community, ambassador, and influencer approach.
• Define the purpose, operating model, partner roles, and engagement principles for community development.
• Ensure patient stories and community activity are developed with appropriate patient-centered practices and cross-functional input.
• Align patient community and advocacy opportunities with brand priorities while maintaining clear roles for Commercial, Corporate Affairs, and Advocacy.
• Coordinate with HCP Promotion to ensure patient experience tactics are aligned with physician needs and HCP promotional plans.
• Ensure patient education and training are coordinated across physicians, field teams, and Sales Training.
• Partner with HCP and field stakeholders to define practical handoffs, materials, timing, and education requirements.
• Maintain a connected view of the patient and physician experience while respecting functional responsibilities and review requirements.
• Partner with the DTP team, which owns DTP strategy and execution, to connect relevant DTP pathways and touchpoints to the patient experience.
• Coordinate with Consumer, HCP, digital, access, Medical, Legal, Regulatory, Patient Advocacy, Corporate Affairs, Sales Training, and other partners to align patient experience handoffs and requirements.
• Set clear ownership, decision rights, and working processes across teams and agency partners.
• Lead and develop the Patient Experience team, setting priorities, expectations, and development goals.
• Guide budget and resource planning for patient experience programs in partnership with Consumer Director and DTP team
• Establish measures for patient experience work and use feedback, engagement, and performance learning to improve the journey.
• Communicate strategy, progress, decisions, and risks to senior leaders and cross-functional stakeholders.

Skills

Strategic leadership

Cross-functional influence

Patient experience

Team leadership

Communication

Education

Doctorate degree

Master's degree

Bachelor's degree

Associate's degree

High school diploma

Job description

What you will do

The Director, Patient Experience leads strategy for a connected patient experience across the journey, including point-of-care, onboarding, persistence, patient stories, and community engagement. The Director partners closely with the Direct to Patient (DTP) team, which owns DTP strategy and operations, to integrate relevant DTP pathways and touchpoints into the overall patient experience. The role aligns patient-facing work with Healthcare- Professional (HCP) Promotion, Corporate Affairs, Patient Advocacy, and field and Sales Training.

What sets this role apart

Define a patient experience that is connected across care, onboarding, and ongoing support.

Establish a patient community in partnership with Corporate Affairs and Patient Advocacy.

Ensure patient experience tactics and training are coordinated with physicians, field teams, and Sales Training.

Key responsibilities

Patient Experience Strategy and Journey

Set the patient experience strategy across the patient journey and partner with the DTP team to integrate relevant DTP pathways and touchpoints into that experience.

Define priorities and principles for point-of-care, onboarding, persistence, patient stories, loyalty, and community engagement.

Translate patient and caregiver needs into connected programs that are timely, useful, and aligned to the broader brand experience.

Identify journey gaps and opportunities in partnership with Consumer, HCP, DTP, and relevant patient support teams.

Community, Corporate Affairs, and Advocacy

Partner with Corporate Affairs and Patient Advocacy to establish the community, ambassador, and influencer approach.

Define the purpose, operating model, partner roles, and engagement principles for community development.

Ensure patient stories and community activity are developed with appropriate patient-centered practices and cross-functional input.

Align patient community and advocacy opportunities with brand priorities while maintaining clear roles for Commercial, Corporate Affairs, and Advocacy.

HCP Promotion and Training Integration

Coordinate with HCP Promotion to ensure patient experience tactics are aligned with physician needs and HCP promotional plans.

Ensure patient education and training are coordinated across physicians, field teams, and Sales Training.

Partner with HCP and field stakeholders to define practical handoffs, materials, timing, and education requirements.

Maintain a connected view of the patient and physician experience while respecting functional responsibilities and review requirements.

DTP Partnership and Cross-Functional Integration

Partner with the DTP team, which owns DTP strategy and execution, to connect relevant DTP pathways and touchpoints to the patient experience.

Coordinate with Consumer, HCP, digital, access, Medical, Legal, Regulatory, Patient Advocacy, Corporate Affairs, Sales Training, and other partners to align patient experience handoffs and requirements.

Set clear ownership, decision rights, and working processes across teams and agency partners.

Team, Budget, and Measurement

Lead and develop the Patient Experience team, setting priorities, expectations, and development goals.

Guide budget and resource planning for patient experience programs in partnership with Consumer Director and DTP team

Establish measures for patient experience work and use feedback, engagement, and performance learning to improve the journey.

Communicate strategy, progress, decisions, and risks to senior leaders and cross-functional stakeholders.

What we expect of you

Basic Qualifications

• Doctorate degree and 2 years of marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization; OR
• Master's degree and 4 years of marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization; OR
• Bachelor's degree and 6 years of marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization; OR
• Associate's degree and 10 years of marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization; OR
• High school diploma / GED and 12 years of marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization.

Preferred Qualifications

• Demonstrated success leading patient experience, patient engagement, patient support, or consumer health programs.
• Experience designing patient journeys across point of care, onboarding, persistence, or Direct-to-Patient pathways.
• Experience partnering with HCP Promotion, Corporate Affairs, Patient Advocacy, field teams, or Sales Training.
• Strong team leadership, strategic planning, and cross-functional influence skills.

What you can expect from us

As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, well support your journey every step of the way.

The expected annual salary range for this role in the U.S. (excluding Puerto Rico) is posted. Actual salary will vary based on several factors including but not limited to, relevant skills, experience, and qualifications.

In addition to the base salary, Amgen offers a total rewards plan, based on eligibility, comprising of health and welfare plans for staff and eligible dependents, financial plans with opportunities to save towards retirement or other goals, work/life balance, and career development opportunities that may include

• A comprehensive employee benefits package, including a Retirement and Savings Plan with generous company contributions, group medical, dental and vision coverage, life and disability insurance, and flexible spending accounts
• A discretionary annual bonus program, or for field sales representatives, a sales-based incentive plan
• Stock-based long-term incentives
• Award-winning time-off plans
• Flexible work models where possible. Refer to the Work Location Type in the job posting to see if this applies.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Application deadline

Amgen's application deadline for this position is 12/02; we will continue accepting applications until we receive a sufficient number or select a candidate for the position.

Sponsorship

Sponsorship for this role is not guaranteed.

As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.

Amgen is an Equal Opportunity employer. We make all employment decisions without regard to race, color, religion, sex or any other characteristic protected by applicable law.

We provide reasonable accommodations to applicants and employees with disabilities, consistent with legal requirements. Please contact us to request accommodation.