Ophthalmology Patient Experience & Engagement Lead

Merck & Co.; North Wales (Montgomery County); Hybrid; USD 142,000 - 224,000; Full time

Benefits offered by this job

Annual bonus

Long‑term incentive

Medical, dental, vision benefits

401(k)

Job summary

Merck & Co. in the United States seeks an Associate Director, US Marketing Ophthalmology, focusing on patient experience measurement and engagement.

You will define how we understand and improve the end-to-end patient experience across the ophthalmology portfolio, translating insights into differentiated engagement strategies. You will lead development of onboarding, education, caregiver engagement, and CRM-enabled communications, partnering with multiple teams to drive patient persistence and

Qualifications

• Bachelor's degree or equivalent (BA/BS). MBA or equivalent preferred.
• 5+ years of experience in patient support, patient engagement, adherence, digital health, customer experience, or related healthcare programs.
• Strong analytical capability with ability to translate complex information into clear recommendations.
• Ability to plan, prioritize, execute, anticipate challenges, and continuously improve programs.
• Strong cross-functional leadership and ability to influence without direct authority across complex matrix organizations.

Responsibilities

• Lead development of the patient experience measurement framework.
• Establish moments that matter across access, onboarding, treatment, persistence, and support.
• Define a balanced set of patient experience measures (patient-reported, engagement, adherence, etc.).
• Partner with Data & Analytics to define measurement frameworks and KPIs.
• Lead development of the patient engagement vision and strategy for the US Ophthalmology portfolio.
• Develop personalized engagement strategies based on patient segments, behaviors, barriers, needs, and preferences.
• Identify channels and interventions to support patients (digital, CRM, hub, live support).
• Collaborate with cross-functional teams to ensure compliant program execution.

Skills

Communication Sciences

Controls Management

Cross-Functional Leadership

Diabetic Retinopathy

Health Care

Matrix Leadership

Metrics Development

Ophthalmology

Patient Engagement

Patient Support

People Leadership

Principles of Marketing

Strategic Thinking

Ophthalmology experience

Adherence initiatives

Education

Bachelor's degree

MBA or equivalent preferred

Job description

Merck & Co. in the United States seeks an Associate Director, US Marketing Ophthalmology, focusing on patient experience measurement and engagement.

You will define how we understand and improve the end-to-end patient experience across the ophthalmology portfolio, translating insights into differentiated engagement strategies. You will lead development of onboarding, education, caregiver engagement, and CRM-enabled communications, partnering with multiple teams to drive patient persistence and