Director, Patient Experience

Job Location Global Opportunity | UK-Nottingham | US-PA-Philadelphia | US-MA-Boston | US-PA-Pittsburgh
Full Time
Regular Full-Time


Our Digital Patient team continues to innovate the Patient Journey, throuhout the clinical trial process, further investment creates this new and exciting opportunity. 


Director, Patient Experience 


The newly created and key role of Director, Patient Experience, provides significant subject matter expertise, leadership and analysis (in patient and site experience and virtual trials) to the product, commercial & marketing functions to enhance product effectiveness, customer engagement and sales and market positioning. 


As a key member of product line management team, the Director, Patient Experience will be contributing to PL strategy and goal achievement


The Director, Patient Experience will involve a number of key responsibilities and deliverables including;



Maintain industry leading knowledge in patient experience in clinical trials with particular focus on retention, compliance and decentralisation. Build on deep existing experience through desk research and industry participation to bring valuable insight to ERT. Use this credibility to influence internal and external stakeholders in the support of ERT’s market growth and strategy. Specifically but not exclusively, this will partner with:


Product support:

  • Collaborates with the product management team and contributes deep industry understanding and current needs analysis to strategy formation.
  • Maintains excellent industry knowledge to ensure current thinking is brought to the table in product strategy discussions.
  • Provides relevant industry and product market specific knowledge and insight to inform product and feature development.
  • Supports product leader in enabling “listening posts” and gathering market intelligence. May take leadership responsibility and accountability for specific forums

Sales support & customer engagement:


  • Attends customer meetings to represent ERT leadership and expertise (in patient experience) and foster peer to peer discussion and trust to deepen and broaden customer relationships and open new opportunities.
  • For significant opportunities and partnership level discussions; Collaborates with the commercial team to bring subject matter expertise to solution design and proposal development. Attends bid defence meetings as SME.

Marketing support:

  • Contribute to ERT and product line thought leadership including presentations at professional forums, conferences & meetings and contribution to white papers and publications.
  • Collaborates with the Product Marketing Director and contributes deep industry understanding and subject matter expertise as an input to marketing strategy and collateral development.
  • Builds broad cross-industry relationships with customers, partners and industry thought leaders.



Candidates who offer a mixture of the following skills, knowledge and experience combined with a passion for making a difference are very welcome 



  • Significant/extensive and recent relevant experience in conduct of clinical trials & knowledge of drug / device development cycle, specifically in relation to product line markets.
  • Proven collaborator and ability to be effective in a matrix environment. Skilled at fostering collaboration and demonstrating collaborative behaviour through role modelling.
  • Highly skilled at being able to articulate key insights and ideas to a range of stakeholders (inc. customer and executives) in the appropriate way that will be easily understood by non-SMEs.
  • Significant experience of demonstrating relevant subject matter expertise to customers in a sales environment to support close of sales.
  • Experience in use of technology in clinical trials to drive product line goals.
  • Business value driven and demonstrates a growth mindset.
  • Demonstrates a hunger and ability to keep learning and maintain subject matter expertise in a changing environment / market.
  • Highly flexible and adaptable. Able to work in a fast-paced and dynamic environment.
  • Ability to manage multiple priorities and projects and balance workload and timelines to achieve business value and individual goals.
  • Excellent interpersonal and communication skills; Ability to understand and communicate with representatives from the range of disciplines within biopharmaceutical development.
  • Polished presenter face to face and remotely in large and small group environments


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