[Hiring] Director Patient Experience US Obesity and Related Conditions @Amgen

Role Description

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.

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.
• Pharmaceutical, healthcare, consumer health, or other regulated-industry experience preferred.

Benefits

• 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.

Application Information

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 for this role is not guaranteed.

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.

Salary Range

The expected annual salary range for this role in the U.S. (excluding Puerto Rico) is 184,336.10 USD - 249,395.90 USD.