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Description

This role is based on-site at our Ridgefield, CT location with hybrid flexibility of 2-3 days per week on-site

As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development, and delivery of our products to our patients and customers. Our global presence provides opportunity for all employees to collaborate internationally, offering visibility and opportunity to directly contribute to the companies' success. We realize that our strength and competitive advantage lie with our people. We support our employees in several ways to foster a healthy working environment, meaningful work, diversity and inclusion, mobility, networking, and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.

The Director, Patient Experience & Engagement is responsible for leading the patient engagement and experience design strategy for 2 therapeutic areas. This role is responsible for advancing patient engagement strategies to further develop the capabilities across US. The incumbent will define, and ensure patient engagement strategy meets milestones, mitigates risks, and maximizes process efficiency across the 2 therapeutic areas.

This role ensures organizational alignment of Patient Experience strategy with marketing teams, early asset/TA/Asset teams across Boehringer Ingelheim's breadth of therapies and franchises; collaborates with this teams to understand patient segments for the relevant disease/TA(s), patient journey mapping (focus on Patient Support/Patient Excellence offerings), identification of unmet needs (in collaboration with Patient Advocacy team for relevant TA), messaging to pull through in Patient Support-related assets.

The Director, Patient Experience & Engagement will strategically advise and provide consultation to cross-functional team on methods, approaches, tools and guidance as they set their patient engagement strategy.

This role translates US TA/Asset/Early Asset strategies into measurable tactics for Patient Excellence programs to ensure market success. This leader leverages a behavioral science to translate patient research, TA-specific nuances, and patient insights into methodologies to deliver exceptional patient/customer experience. This role works to advance the understanding of PE, developing best practices to demonstrate the value of the patient perspective, experience, and insights. The individual will define KPIs for overall patient satisfaction and generate insights and recommendations, based on KPIs with the other internal teams.

This role will lead the insight generation efforts to understand patient unmet needs, the individual identifies leverage points where impact can be made by Patient Support and other cross-functional partners.

They will develop and deliver training to relevant stakeholders on PE methods and approaches to advance the science of patient input at Boehringer Ingelheim. Their work will support a strengthening of our ability to obtain diverse and representative patient insights.

The Director, Patient Experience & Engagement will also track pipeline across TAs to analyze key insights based on market development and collaborate with TA asset teams to identify key gaps in the patient journey and align with Patient Advocacy teams to design initiatives / solutions to address gaps.

Duties & Responsibilities

• Responsible for embedding end-to-end patient experience design into patient support strategies across fulfillment, on boarding and adherence, etc.

• Leads the patient engagement and experience design strategy for two therapeutic areas.

• Leads the patient engagement strategy across two therapeutic areas with Early TA asset and Asset teams to ensure key insights are gathered to ensure success of the launch of our assets.

• Ensures health equity and social determinants of health are pulled through in the engagement strategy across therapeutic areas.

• Leverages behavioral science (understanding and influencing patient behaviors, motivations, and decision-making processes) to design interventions, tools, and strategies that align with patients' needs, fostering better engagement, and overall health outcomes.

• Accountable for patient engagement strategy to drive co-creation of asset/TA strategy and tactics for two therapeutic areas across the product lifecycle.

• Works with brand and marketing teams to ensure alignment around desired patient experience that supports BI's business strategy and objectives, considering patient segments, patient insights (in collaboration with patient advocacy and patient Connection & Culture teams).

• Manages the Patient Centricity Toolkit which serves as an Insights hub to drive TA-specific and disease-specific patient centric focus.

• Works closely with the Patient Support Solutions team to ensure pull-through of experience design into solutions to meet the patient and customer's needs.

• Works with the early asset/TA/asset teams to help understand the patient journey and carve out experiences across all potential touchpoints for intervention and enhancement of patient experience.

• Together with the Head, Patient Experience and Advocacy: educates & influences across the organization to enable and achieve the vision of embedding patient centricity and empowering patient engagement (e.g., patient insights will directly inform strategy for digital solutions.

• Defines KPIs and metrics (in collaboration with A&I team) to measure overall patient satisfaction and sentiments around Boehringer Patient Solutions.

• Shares insights and recommendations to the cross-functional teams based on the KPIs.

• Maintains high level of knowledge on key topics impacting PE such as relevant clinical, legislative, regulatory and drug development requirements and shares learnings among stakeholders; helps identify opportunities to impact the business with innovative ideas to make BI a leader in PE.

• Translates the learnings of PE to trainings needs for different teams and therapeutic areas.

Requirements

• Bachelor’s degree required; master’s or PHD preferred in behavioral science; Marketing experience, PE training and/or certification in patient insights a plus.

• Ten-plus (10+) years Pharma/Biopharma or other relevant experience including three to five or more (3-5+) years in patient engagement, marketing, customer experience, patient journey, patient services and/or patient solutions. Experience with relevant TA(s) is a plus.

• Demonstrated knowledge in behavioral science, with significant experience in user experience design, and experience from concept to implementation, resulting in measurable improvements in patient satisfactions and outcomes.

• Experience in the following areas is preferred: patient engagement, patient-centricity, experience design, professional stakeholder relations, government relations, drug development, clinical trials.

• Strong understanding of consumer trends, patient-focused drug development, social determinants of health, patient-centered and patient experience data collection, applications for real world evidence, and clinical trials.

• Proven understanding of key trends in both internal and external environment that impact PE, specifically in areas that affect Boehringer Ingelheim's work across clinical development programs.

• Strong analytical skills: strong listening skills and an ability to always maintain composure.

• Ability to work well under pressure, prioritize competing projects and effectively problem solve.

• Proven understanding of the needs and behaviors of people living with or at risk for various diseases or conditions of greatest interest to the Company as well as pressing public health issues, including but not limited to patients, their families, consumers.

• Proven ability to translate strategy, develop, implement, and maintain strategic, creative, innovative, and patient-centric processes within a complex continuous improvement environment.

• Proven ability to build, maintain and influence effective working relationships with key internal and external stakeholders.

• Experience working in cross-functional teams (locally & globally); demonstrated ability to help set vision, direction and upskill others.

• Sensitivity to diverse groups of people both internal and external with the ability to show response for many different opinions and perspectives, including tolerance for ambiguity.

• Ability to work with minimal supervision and be an effective team player.

• Sound judgment in decision making with the ability to be flexible and forward-thinking.

Eligibility Requirements :

• Must be legally authorized to work in the United States without restriction.

• Must be willing to take a drug test and post-offer physical (if required).

• Must be 18 years of age or older.

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Desired Skills, Experience and Abilities

Additional Duties & Responsibilities :

• Launches pilots linked to patient engagement strategy to assess and develop new methods and approaches as well as works with PE vendors to increase capabilities for rapid and meaningful insight sharing across Boehringer Ingelheim.

• Identifies and contracts with subject matter experts needed for functions that require additional expertise in building and executing their patient centricity plans.

• Defines the best practices to showcase the value of PE.

• Standardizes and communicates those best practices, including Boehringer Ingelheim examples and industry-wide cases and trends to elevates company-wide awareness and understanding of PE, patient-focused drug development and patient-centered legislation by educating and inspiring internal stakeholders.

• Oversees PE budget for pilots and PE consultants, including monitoring expenditures and revising spending, as needed. Provides periodic reports and analyses to leadership and team members, as needed.

• Accountable for embedding patient experience for relevant TA(s) across PX capabilities

• Collaborates with Customer and Patient engagement teams to pull-through experience design, using data-driven recommendations.

• Collaborates with early asset/TA/Asset Teams to ensure pull-through of desired patient experience in assets, programs, engagement.

• Understands and follows the patient services landscape as it relates to patient centered clinical development and administration. Must have a general understanding of the life sciences industry and how laws, regulations and policies apply to engaging with patients.

Compensation Data:

This position offers a base salary typically between $150,000 and $261,000.  The position may be eligible for a role specific variable or performance based bonus and or other compensation elements.

All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.