Patient Strategy & Experience, Customer Experience Lead

Ladders; United States; Remoto; USD 240.000 - 330.000; Tempo pieno

Vantaggi offerti da questo lavoro

Comprehensive health benefits package

Retirement savings plans

Participation in incentive programs

Flexible remote work options

Descrizione del lavoro

Ladders is seeking a Patient Strategy & Experience Lead to shape the patient experience strategy across services and communities. The role focuses on understanding patient and caregiver journeys through complex disease paths, translating insights into priorities, and building scalable CX capabilities from the ground up.

The position supports an experimentation mindset to test concepts before broader implementation, with remote work flexibility and a strong emphasis on outcomes and

Competenze

• BA/BS degree required; advanced degree preferred.
• 12-15+ years in CX, Human-Centered Design, or related fields.
• Pharmaceutical or healthcare experience, especially patient-facing roles.
• Proven track record leading CX strategy in complex organizations.
• Experience building new capabilities or programs from the ground up.

Mansioni

• Define and lead the customer experience strategy across patient services and communities.
• Develop an integrated understanding of patient and caregiver journeys across disease areas.
• Establish repeatable journey-mapping approaches and identify key moments in the patient experience.
• Translate patient insights into strategic priorities and actionable recommendations.
• Build an experimentation model to test and refine new CX concepts before implementation.

Conoscenze

Customer Experience

Human-Centered Design

Program Leadership

Strategy Development

Formazione

Bachelor's degree

Advanced degree preferred

Descrizione del lavoro

For our client, we are seeking a Patient Strategy & Experience, Customer Experience Lead to join the team of a leader in the Pharmaceuticals & Biotech space.

This role will shape and advance the patient experience strategy across services and communities, with a strong focus on understanding how patients and caregivers move through complex disease journeys. The position will translate deep patient insights into actionable priorities, establish scalable journey-mapping approaches, and help build new CX capabilities from the ground up. It will also support an experimentation mindset to test and refine new concepts before broader implementation.

Location: Remote

Compensation: $240,000 – $330,000 annually

Responsibilities

• Define and lead the customer experience strategy across all patient services and communities
• Develop an integrated understanding of patient and caregiver journeys across various disease areas
• Establish repeatable approaches for journey mapping and identifying key moments in the patient experience
• Translate patient insights into strategic priorities and actionable recommendations
• Build an experimentation model to test and refine new customer experience concepts before implementation

Qualifications

• BA/BS required; advanced degree preferred
• 12-15+ years of experience in Customer Experience, Human-Centered Design, or related fields
• Pharmaceutical or healthcare experience required, especially in patient-facing roles
• Proven track record in leading CX or Human-Centered Design strategy in complex organizations
• Experience building new capabilities or programs from the ground up

Benefits

• Comprehensive health benefits package
• Retirement savings plans
• Participation in short-term and long-term incentive programs
• Flexible work arrangements, including remote work options

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.