Director, Patient Experience Innovation

Location: Bensalem

# Director, Patient Experience Innovation Merck North  Wales, PAFull-Time Jul 24, 2026

Marketing##

Job Description
** Job Description
** Serves as the day-to-day bridge between brand teams and the Patient Support CoE for assigned therapeutic areas, owning TA-specific insight generation, patient journey mapping, and implementation support for critical capabilities. Accountable for translating designs and patient-facing capability concepts into operational and scalable solutions - ensuring new capabilities fit into the broader architecture or new capabilities deploy without disrupting live patient support operations.
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* Key Responsibilities:

*** Understand and pressure test TA-specific patient support designs, including workflow assumptions, operational feasibility, and implementation sequencing
* Serve as day-to-day bridge between brand and CoE teams, enabling integration and one-voice execution across assigned TA
* Own end-to-end patient strategy execution along with the Patient Support Strategy Lead and interaction models across Access, Affordability, and Adherence, supporting agile pod delivery through input gathering, execution follow-through, issue tracking and resolution
* Own end-to-end implementation process for capabilities, including scoping, sequencing, and operational configuration - translating documentation (design intent, success criteria, technical requirements) into operational specs for hub vendors and internal teams
* Identify and resolve implementation blockers - including vendor capacity constraints, data integration gaps, CRM configuration issues, and compliance requirements - and escalate to the right stakeholders for resolution
* Build and maintain implementation playbooks that codify repeatable deployment processes, reducing time and risk of future capability rollouts
* Conduct TA-specific insight generation, including patient-specific market research and HCP feedback as needed along with the brand patient strategy team
** Points of Collaboration
*** Patient Experience and Acceleration Lead:
Reporting line; aligning TA-level insights and implementation priorities to vertical strategy and CoE roadmap
* Patient Access, Affordability, and Adherence Operations Leads:
Coordinating deployment timing, vendor impact, and capability sequencing across operational verticals
* Direct-to-Patient Platform Lead:
Thinking through integration with DTP and other emerging channel capabilities as relevant
* BU Patient Support Strategy lead (SP&, Oncology, Rare Disease):
Receiving graduated capabilities and brand-specific configuration needs; aligning implementation timing to launch milestones
* DHH (Data, Hub and Hub Technology):
Data integration, CRM configuration, and platform changes required by new capability deployments
* Hub and Technology Vendors:
Translating capability requirements into vendor SOW amendments, configuration changes, and testing protocols
* Legal, Privacy, and Compliance:
Identifying and resolving compliance requirements that create implementation blockers
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* Qualifications:

**** Minimum

Education Required:

** Bachelor's degree;
Master's degree preferred
** Necessary Skills and

Competencies:

*** 8+ years in biopharma patient services, program implementation, or operations, with experience deploying new capabilities across hub, access, affordability, and adherence
* Prior experience supporting patient support design and execution, including insight generation, pressure-testing, and implementation support across brand and CoE functions
* Strong understanding of patient support ecosystems, including hub, specialty pharmacy, access, CRM, and patient journey interactions; familiarity with where new capability deployments could create operational disruption
* Strong understanding of primary care, specialty care and complex therapy archetypes, including patient needs, access barriers, and support-model differences
* Experience synthesizing qualitative and quantitative inputs into actionable recommendations, including patient, HCP, operational, and program insights; ability to translate findings into operational specs that vendors and hub partners can act on
* Experience working with hub vendors on…