Director, Patient Experience Marketing

This role will be responsible for driving GSK's patient experience and reimbursement program awareness. Responsibility for this position includes insight gathering, launch planning, developing HCP and Patient facing communications and program rollout. The role will collaborate with Market Access, Brand and Field teams, Legal/Privacy, Tech and other key stakeholders to ensure appropriate alignment. The position will provide strategic direction by leveraging a deep and broad understanding of Patient Experience, awareness of industry trends and innovation and digital transformation to drive better access for patients to the GSK Product portfolio.

The role reports to the Senior Director, Patient Experience

Your responsibilities will include, but are not limited to:

• Driving internal and external awareness of GSK's new patient support branding
• Launching patient support digital ecosystem for each brand in the portfolio by creating a seamless experience from HCP and Patient.com to the newly created Enterprise Patient Support website
• Organizing and designing Patient Experience program launch strategy, positioning, and in partnership with Market Access and Brand teams
• Drive a consistent approach towards patient experience by interfacing with a wide range of teams, including Marketing, Sales, Digital, Innovation, Strategic Partnerships, Finance, Legal, Compliance and other Market Access functions to discuss service design and develop action plans for execution, in a constantly changing environment
• Designing a holistic onboarding experience for patients across touchpoints (email, text, live support call guides, field resources, etc)
• Developing comprehensive requirements and communications based on patient journey and potential barriers for appropriate patients, informed by patient and customer insight work, external and internal benchmarking, global best practices and liaising across network of external vendors and internal resources
• Accountability for overseeing annual strategic, tactical, and financial planning processes, including ownership of all deliverables related to GSK Patient Experience Program for the product portfolio
• Working with Patient Experience Innovation and Technology Product teams to design innovative service offerings, exploring current and new technologies, products and strategies to best improve the customer experience from initiation to adherence
• Partnering with program operational teams to leverage best practices and lessons learned across brands and business units to improve customer satisfaction and optimize programs
• Driving project management and execution for cross-functional Patient Experience projects and develop comprehensive presentations
• Organizing business review presentations with executive leadership, brand and field stakeholders, which demonstrates Patient Experience performance and effectiveness
• Participating in relevant industry conferences to stay abreast of vendor capabilities, legal/compliance/regulatory requirements and industry/market changes and trends impacting patient services programs (including Reimbursement, Copay, and Savings Offers).
• Conduct patient experience market research and benchmarking

Will require travel to external vendors, multiple GSK offices, industry conferences, disease state symposiums, etc.

Why You?

Basic Qualifications

• Bachelor's Degree
• A minimum of 5 years in the pharmaceutical industry with expertise in market access, and patient support marketing.

Preferred Qualifications

• Master's Degree
• Specialty Products or Rare Disease patient experience leadership
• Digital transformation experience
• Comprehensive understanding of access journey for a patient with ability to diagnose issues and impact across comprehensive set of channel participants and vendors
• Ability to lead across the marketing, sales and patient services organization
• Strong marketing or access experience and proven success in the areas of Patient Services/Experience
• Knowledge of specialty product distribution and service company business models (Specialty pharmacy vs Buy & Bill experience a plus)
• Success in change management and transition communication
• Ability to connect commercial, financial, and clinical perspectives to develop enhanced value messages and strategies
• Solid strategic thinking skills and analytical skills are essential along with strong written and verbal communication skills, including comfort level with senior management presentations

#LI-GSK

Please visit GSK US Benefits Summary to learn more about the comprehensive benefits program GSK offers US employees.

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together - so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns - as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it's also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves - feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

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