Director, Patient Experience Program

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform to connect, work at pace and challenge perceptions. That’s why we work, on average, a minimum of three days per week from the office. But that doesn’t mean we’re not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.
Are you ready to shape a market-leading, integrated patient experience for Rare Diseases? OneSource at Alexion Canada delivers exceptional support for patients living with rare diseases. As the Director, Patient Experience Program, you will establish the vision and strategy to enhance the entire patient journey. This role calls for an enterprise leader who can listen deeply, understand evolving organizational needs, and inspire teams to shape the strategies, capabilities, and resources that will define our future.
You are an enterprise leader who anticipates organizational needs, builds future ready capabilities, and deploys resources to deliver impact across therapeutic areas. You’ll harness proprietary data and advanced analytics to personalize support, improve outcomes, and demonstrate value. Leading a team of Operational and Patient Experience Leads, you will align closely with cross functional Franchise Teams to deliver a clearly differentiated OneSource experience. Reporting to the Head of Market Access and Patient Experience, you will be the executive owner of OneSource outcomes, risk, compliance, and value realization.
Accountability
Set the vision and program strategy: Define and champion a bold, industry-leading patient experience strategy for rare diseases that delivers unmatched service to patients and HCPs and creates a clearly differentiated OneSource experience.
Drive patient and customer centricity: Embed a relentless patient and HCP focus, create a culture with the team to continuously scan guidelines and competitive moves, and translate insights into strategies and tactics that extend OneSource’s leadership.
Lead and develop a high-performing team: Provide clear direction and inspiring leadership to a multi-functional organization, elevating engagement, capability, and talent. Build future-ready capabilities (e.g., experience design) and succession pipelines.
Orchestrate cross-functional innovation and growth: Mobilize and align interdependent cross-functional department leads across businesses and divisions to innovate at pace, accelerate growth, and meet or exceed financial commitments.
Optimize external ecosystem performance: Shape strategic partnerships and negotiate performance frameworks with vendors and service providers to deliver market-leading service levels, capabilities, and offerings that power the OneSource strategic plan. Build and cultivate senior relationships with key parters, converting needs and insights into scalable business opportunities and differentiation.
Leverage data and analytics as a strategic asset: Partner with Data Management to evolve advanced analytics, applications, and a comprehensive patient journey data hub that informs decisions, personalizes support, and delivers impact.
Own financial stewardship: Lead forecasting, budgeting, and performance management for OneSource, ensuring disciplined investment and sustained value creation. Own enterprise P&L elements and multi-year funding models, demonstrating impact, productivity, and cost-to-serve optimization, drive benefits realization and scenario planning.
Governance, Risk, and Compliance: Facilitate governance forums; ensure compliance with regulatory, pharmacovigilance, privacy (e.g., PIPEDA/GDPR), and information security requirements.
Essential Skills/Experience
Bachelor’s degree required; MBA or advanced degree in business or sciences preferred.
10+ years of relevant leadership experience, including roles in sales and marketing.
Proven ability to articulate and align franchise/divisional vision and priorities.
Track record of building high-impact external relationships that unlock growth.
Advanced analytical skills to translate patient, customer, and market data into strategic actions.
History of designing and implementing customer solutions that drive measurable business impact.
Strong command of P&L, forecasting, ROI, and value creation.
Demonstrated critical thinking, decision-making, and persuasive communication.
Proven ability to build high-performing teams and prioritize engagement and development.
Diverse cross-functional experience (beyond sales/marketing) and bilingual French considered assets.
Travel up to 30%
Your work will power rapid patient impact and shape the future of rare disease care in Canada and beyond. You will experience the true meaning of redefining lives - every day.
When we put unexpected teams in the same room, we redefine bold thinking with the power to inspire life-changing medicines.
In-person working gives us the platform we need to connect, work at pace, and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.
At AstraZeneca's Alexion Rare Disease Unit, you'll find an environment where diversity is celebrated and innovation thrives. Our patient-driven culture encourages exploration of new insights that profoundly impact lives. We value kindness alongside ambition as we strive for success in serving those in need.
With tailored development programs designed for skill enhancement and empathetic understanding of patient journeys, you'll be empowered to make a difference. Supported by exceptional leaders and peers ready to lift you in marketing compliance and beyond.
Ready to lead and inspire? Apply now and take the first step towards a fulfilling career at Alexion, AstraZeneca Rare Disease.
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Ready to make a difference? Apply now!
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Annual base salary for this position ranges from 0.00 to 0.00.
AstraZeneca is committed to providing fair and equitable compensation opportunities to all colleagues. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The range provided in this posting represents an offer pay range used in a majority of situations. The base pay offered will vary depending on multiple individualized factors, including the candidate's skills and experience, job-related knowledge, and other specific business and organizational needs. In some cases, offers outside the range may also be considered to address unique circumstances.
In addition, our permanent positions offer an annual Variable Pay Bonus/Short Term Incentive opportunity as well as eligibility to participate in our equity-based long-term incentive program (if applicable to role). Benefits offered for permanent roles include a competitive Flex Benefits & Retirement Savings Program, 4 weeks’ paid vacation, and annual Personal Days. Fixed Term Contract/Temporary positions (excluding students) are offered a Contract Benefits Program.
We are using AI as part of the recruitment process.
This advertisement relates to a current vacancy.