[Hiring] Executive Director, Patient Experience @Amgen

Role Description

Join Amgen’s Mission of Serving Patients. In this vital role, the Executive Director will establish and lead the Patient Experience Center of Excellence (COE) within Patient Access & Reimbursement (PAR). The COE will connect brand priorities with the access, reimbursement, and patient support capabilities that help patients receive their prescribed therapies. Reporting to the Associate Vice President of PAR, the Executive Director will lead a team of Patient Experience leaders who serve as the primary PAR partners to their assigned brand teams. The Executive Director will set the COE’s strategy, operating model, and priorities; ensure consistent, high-quality partnership across portfolios. The role will oversee post-prescription journey effectiveness and prioritization, aligning brand and PAR partners around measurable improvements to the patient and provider experience.

Key Responsibilities

• Establish the vision, strategy, and operating model for the Patient Experience COE, aligning its work with PAR’s enterprise priorities and the needs of patients, providers, and brand teams.
• Lead, coach, and develop Patient Experience leaders; set clear expectations, priorities, accountabilities, and development opportunities.
• Serve as the senior PAR partner to brand leadership, building strong relationships and connecting brand strategy and dynamic planning with patient support and access priorities.
• Oversee the COE’s portfolio partnerships, ensuring each portfolio has a clear view of its patient and provider journey, access barriers, and improvement priorities.
• Guide the design of future-state patient and HCP journeys and translate journey needs into service model requirements across PAR capabilities.
• Ensure Patient Experience leaders convene and align cross-functional partners around portfolio needs and decisions.
• Establish governance for portfolio journey councils and working teams, including clear agendas, decision rights, follow-up, and accountability for agreed actions.
• Oversee intake and prioritization of portfolio requests; partner with capability leaders to assess patient journey value, capacity, and feasibility.
• Ensure insights inform priorities and recommendations, including actions to address continuity of access and other sources of friction.
• Partner with PAR Analytics and capability teams to establish journey objectives, scorecards, and performance narratives.
• Work with capability leaders to translate portfolio priorities into capability roadmaps and service requirements.
• Oversee partnership with brand marketing and PAR capabilities to develop access and reimbursement messages, materials, resources, and training for HCP and patient audiences.
• Represent the COE in PAR leadership discussions and cross-functional forums; communicate portfolio needs, progress, risks, and recommendations clearly.
• Build a culture of collaboration, accountability, and continuous improvement across the COE and its partners.

Qualifications

• Doctorate degree & 6 years of Marketing experience OR
• Master’s degree & 10 years of Marketing experience OR
• Bachelor’s degree & 12 years of Marketing experience AND
• 6 years of managerial experience directly managing people and/or leadership experience leading teams, projects, programs or directing the allocation of resources.

Preferred Qualifications

• Advanced degree in business, marketing, healthcare, public health, or a related field.
• Experience in patient access, access marketing, patient support, market access, brand marketing, or a related healthcare field.
• Experience developing patient support strategies and improving patient or HCP experiences across complex access journeys.
• Experience leading enterprise, portfolio, or cross-functional strategy and planning in a matrixed organization.
• Understanding of U.S. payer dynamics, reimbursement, patient access barriers, and patient support capabilities and services.
• Experience using patient, customer, market, and operational insights to set priorities, define outcomes, and recommend action.
• Experience establishing performance measures and translating results into executive insights, recommendations, QBRs, or business reviews.
• Ability to lead, coach, and develop teams, and to influence senior leaders and partners without direct authority.
• Executive communication, facilitation, presentation, strategic thinking, and change leadership skills.
• Ability to balance patient and provider needs, brand priorities, enterprise considerations, and capability capacity.

Benefits

• 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 and bi-annual company-wide shutdowns.
• Flexible work models where possible.

Salary Range

The expected annual salary range for this role in the U.S. (excluding Puerto Rico) is $258,863 to $350,227. Actual salary will vary based on several factors including, but not limited to, relevant skills, experience, and qualifications.