Executive Director, Enterprise Experience Planning & Integration

Ladders; United States; Remote; USD 237,000 - 439,000; Full time

Benefits offered by this job

Health, life, and disability benefits

401(k) plan with company contributions

Generous time off including vacation

Performance-based cash incentives and;

Equity awards

Job summary

Ladders is seeking an Executive Director, Enterprise Experience Planning & Integration to shape an integrated approach to customer and patient experience across the organization. This leader will connect functions, strengthen governance, and help ensure strategies deliver seamless journeys for patients, caregivers, and stakeholders.

Remote role for US-based candidates only, with no visa sponsorship. The position partners cross-functionally to reduce fragmentation, improve continuity, and align

Qualifications

• Bachelor's degree in a related field is required.
• 10+ years driving orchestrated customer journeys.
• 5+ years using data/analytics to enhance customer experiences.
• Strong collaborative skills with cross-functional teams.
• Experience in media and content testing for integrated communications.

Responsibilities

• Establish a comprehensive view of customer and patient journeys.
• Connect enterprise functions in experience planning and initiatives.
• Identify and mitigate gaps that cause fragmented experiences.
• Champion patient and caregiver perspectives in strategies and initiatives.
• Strengthen continuity across the patient lifecycle.
• Enhance engagement approaches for patient communities, especially in specialty conditions.
• Establish governance for cross-functional decision-making and accountability.

Skills

Customer journeys

Cross-functional teams

Data analytics

Stakeholder collaboration

Experience planning

Education

Bachelor's degree in related field

MS or MBA preferred

Job description

For our client, we are seeking a Executive Director, Enterprise Experience Planning & Integration to join the team of a leader in the Pharmaceuticals & Biotech space.

This leader will shape an integrated enterprise approach to customer and patient experience planning across the organization. The role will connect functions, strengthen governance, and help ensure strategies are aligned to deliver more seamless journeys for patients, caregivers, and other stakeholders. It will also partner cross-functionally to reduce fragmentation, improve continuity, and support more consistent engagement across specialty conditions and the broader patient lifecycle.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $236,600 – $439,400 annually

Responsibilities

• Establish a comprehensive view of customer and patient journeys


• Connect enterprise functions in experience planning and initiatives


• Identify and mitigate gaps that cause fragmented experiences


• Champion patient and caregiver perspectives in strategies and initiatives


• Strengthen continuity across the patient lifecycle


• Enhance engagement approaches for patient communities, especially in specialty conditions


• Establish governance for cross-functional decision-making and accountability

Qualifications

• Bachelor's degree in a related field required; Master of Science and/or MBA preferred


• 10+ years of experience driving solutions for orchestrated customer journeys


• 5+ years utilizing data and analytics to enhance customer experiences


• Strong collaborative skills with experience in cross-functional teams


• Experience in media and content testing for integrated communications

Benefits

• Comprehensive health, life, and disability benefits package


• 401(k) plan with company contributions and matching


• Generous time off including vacation, personal days, and holidays


• Opportunities for performance-based cash incentives and equity awards

Our client is an equal opportunity employer.