Associate Director - Patient Experience - Ebglyss

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

This role contributes to the planning, execution, and performance management of Patient Experience & Outcome efforts. This includes developing program and solution requirements for both owned and third-party offerings, integrating and orchestrating execution across central capability teams (e.g., Reimbursement Services, Consumer Success, Business Operations), and driving flywheel performance for Patient Experience KPIs. Also responsible for collaborating with cross-functional colleagues (particularly Global TA, US TA, LVA, and Medical), coaching and developing top talent, and advancing our patient experience capabilities to be fit-for-future. The Patient Experience Associate Director is equal parts consumer-obsessed therapeutic area strategist, experience designer, and practical change maker.

Key Responsibilities

Brand Strategy & Planning

• Partner with Global and US Therapeutic Area teams on developing deep understanding of consumer insights (attitudes, behaviors, needs) and market insights (environment dynamics, treatment landscape, competitor strategies). Support the localization of patient flow model and from/to experience for target consumer segments and sub-segments specifically for post diagnosis and treatment decision, i.e., access, treatment onboarding and continuation, and overall outcome support.
• Contribute to Patient Experience & Outcomes Plans – priority programs and solutions (owned and third-party) to support patients’ onboarding, adherence, and health outcomes; approach to experience design; priorities across segments; key performance indicators (KPIs).
  
  
  

Campaign, Content, And Experience Strategy

• Building off Global core claims and core consumer message elements (CCMEs), contribute to the development of a Therapeutic Area Content Strategy, including specific content elements for treatment support.
• Develop program and solution requirements and drive briefings to central capability teams (e.g., Reimbursement Services, Consumer Success, Business Operations) and relevant third-party vendors.
  
  
  

Creative, Content, and Tactic Execution

• Contribute to the comprehensive, integrated patient experience plan, budget, and goals. Orchestrate across central capability teams to ensure alignment to strategy and priorities, coherence and efficiency, and flywheel performance. Champion consumer insights, feedback, and experience throughout.
• For Lilly owned solutions, develop non-transactional program content, customer education resources, and promotional messaging. Responsible for related MLRO approvals, Veeva, and lifecycle management.
• For third party solutions, drive program development, execution, and performance management. Responsible for Lilly-specific program content and related MLRO approvals, Veeva, and lifecycle management.
• Responsible for performance of Patient Experience KPIs. Responsible for partnering with BI&A to ladder up experience, program, and solution level metrics into overall US Consumer KPI Framework.
  
  
  

Leadership

• Cultivate a team culture to enable outstanding talent to thrive – encourage candor with understanding; create accountability with clarity; coach to context and clear-thinking over control; promote belonging and inclusivity.
• Develop productive, trust-based relationships across the enterprise, externally, and with partners.
• Be thoughtful and judicious with resources; facilitate trade-offs without compromising on standards.
• Align with company policies, processes, and external obligations. Promote team compliance.
• Represent our aspiration to be the world’s most people-centered, trusted medicine company as a habit inside and outside Lilly.
  
  
  

Basic Qualifications

• Bachelor’s Degree
• 5 years of experience in direct-to-consumer marketing in regulated industries.
• Qualified applicants must be authorized to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization and/or visas for this role.
  
  
  

Preferences

• Recent healthcare or life science experience in patient support programs
• Consistent track record of leading US consumer program strategy and execution, managing matrixed internal and external teams, and serving as bridge and integrator across functions.
• Expert technical competencies across consumer and market analysis and insights, consumer-centric market access innovation, customer support program design, patient experience and journey mapping, program measurement, and performance optimization.
• Significant experience managing third-party selection for services and solutions.
• MBA Degree
  
  
  

Additional Information

• Indianapolis based
• Travel 25-35%
  
  
  

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.

Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is

$127,500 - $187,000

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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