Head of Patient Solutions

Overview

A global biopharmaceutical company on a mission to Solve On, Incyte follows science to find solutions for patients with unmet medical needs. Through the discovery, development, and commercialization of proprietary therapeutics, Incyte has established a portfolio of first-in-class medicines for patients and a strong pipeline of products in Hematology, Oncology and Inflammation and Autoimmunity. Headquartered in Wilmington, Delaware, Incyte has operations in North America, Europe, and Asia.

The Head of Patient Solutions is an enterprise leader responsible for building and advancing the organization's patient experience strategy— across early pipeline assets, in‑line products, cross‑portfolio initiatives, and the evolving policy and regulatory landscape. You will be responsible for delivering integrated, personalized, and an overall excellent end‑to‑end patient experience, driving toward transformative, innovative, holistic patient impact from diagnosis to treatment decision, fulfillment, adherence and disease management. Your focus will be on simplifying, making processes more reliable and aligning them to patient needs. We value people who bring clear thinking, collaboration, curiosity and a focus on measurable impact. This role offers growth, the chance to shape patient journeys at scale, and the opportunity to unite science, technology and talent to get ahead of disease together. This role is part of the US PSE Leadership Team (LT) led by the Head of Patient Solutions and Experience, and will work closely with Brand, Access, Analytics, Commercial Operations, Legal, Compliance and Regulatory to ensure a seamless patient experience.

Key Duties and Responsibilities

• Drive the development and execution of a comprehensive patient engagement strategy for all marketed indications and brands to achieve exceptional patient and provider experience with Incyte’s support programs.
• Deliver end‑to‑end personalized patient journeys that contribute to an integrated, excellent experience for all patients and medical community stakeholders through a wide range of fit‑for‑purpose personal and non‑personal channels, across indications, therapeutic areas and geographies, enabled by digital and omnichannel capabilities and data‑driven insights.
• Engage with and listen to the voice of the patient to ensure it is integrated into our patient journey and solutions.
• Be accountable for the performance of Incyte’s Patient Support Programs, measured by transformative, innovative, holistic patient impact across the entire patient journey.
• Ensure appropriate guardrails are in place between stakeholder communities and maintain distinct responsibilities, following Incyte legal and compliance guidance.
• Provide thought leadership by bringing external trends and insights around evolving technologies and recommending improved customer and patient engagement models.
• Oversee Incyte’s affordability strategy and programs to ensure a seamless customer and patient copay experience.

Define and Execute Patient Engagement Strategy

• Oversee the end‑to‑end patient experience, strategy and tactics to infuse the voice of the patient in our approach to delivering support services across brands both in‑line and pipeline.
• Create and maintain a seamless experience through the patient journey.
• Define a differentiated digital and omnichannel patient engagement approach building on holistic customer insights.
• Ensure robust execution of strategy and seamless coordination across indication and TA teams by providing timely guidance, coaching and thought partnership.
• Shape and utilize technology and new developments to enable customer and patient experience for services.
• Ensure all customer service and patient programs are governed centrally and comply with industry standards and regulations.

Team Coaching, Leadership and Capability Building

• Ensure the Patient Experience team have the skills and competencies to enable their customer and patient service responsibilities.
• Foster and support strategic partnerships with various stakeholders to enhance customer engagement capability and effectiveness.
• Define core performance metrics aligned with US organizational strategic goals and priorities for different teams and communities within Patient Experience, and provide coaching, oversight and intervention for organizational performance against those metrics.
• Define the strategic vision of the next generation of digital, omnichannel and other innovative capabilities to support seamless patient journeys in personal and non‑personal channels, building a differentiated competitive advantage for Incyte.
• Champion deployment of new capabilities and ways of working within Patient Experience teams and across the entire US organization.
• Attract, coach, develop and retain a top‑performing patient solutions team.

Skills and Competencies

• Extensive experience of commercial customer and engagement strategy and execution, preferably in oncology and immunology.
• In‑depth knowledge of patient journeys and needs, funnel‑based customer insights and engagement approach.
• Extensive experience in product launch, preferably in patient services.
• Distinctive strategic thinking, problem‑solving and analytical skills, with demonstrated ability to adapt to rapidly changing internal and external markets.
• Experience in managing strategic partnerships and relationships with vendors.
• Strong leadership presence and interpersonal skills with the ability to inspire, influence and motivate teams in a non‑hierarchical culture and adopting agile ways of working.
• Ability to build relationships with stakeholders across different teams (Sales, Marketing, Medical, Market Access, Legal, Compliance, Analytics, Operations and Patient Experience).
• Strategic vision to continuously drive innovation and elevate patient experience.
• Familiarity with best‑in‑class digital, omnichannel, agile content creation and review, and data & analytics capabilities within and outside of life sciences.
• Fluency in data‑driven decision making and ability to translate data & analytics insights into strategic implications and imperatives.

Education, Experience and Qualifications

• Breadth of pharmaceutical industry experience, ideally in a commercial management role throughout all phases of the product life cycle.
• Strong leadership and demonstrated experience leading a high‑performing team and fostering strong team culture.
• Proven ability to lead, influence and work cross‑functionally including delivery of strategic plans.
• Proven ability to effectively analyze data to determine trends and inform strategy and improvement opportunities to enhance the patient experience.
• Understanding of the legal and regulatory environment impacting patient services.
• Previous experience managing patient support hubs and services.
• Proven success working within a complex matrix organization.
• Strong communication, presentation and organizational skills.
• Excellent collaboration skills with strong attention to detail and the ability to multi‑task and manage complexity.
• BA/BS degree, and/or advanced degree in a relevant field (MBA, PhD, etc.) preferred.
• Flexibility to travel based on business needs.