Customer Experience (CX) Associate Director, Patient & Care Partner

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Position Summary:

We are seeking an experienced Associate Director, Customer Experience (Cx), Patient & Care Partner to lead the design and delivery of patient-centric, digital-human hybrid experiences. In this role, you will translate patient and care partner insights into services and features that measurably enhance the COBENFY journey. You will partner closely with cross-functional teams—including brand marketing, omnichannel operations, digital product, B&IT, data, and legal—to deliver solutions that drive successful treatment starts and sustained adherence. Additionally, you will serve as a visible champion for patient-centricity by engaging with external stakeholders—such as advocacy groups, peer support organizations, and advisory boards—and collaborating with field teams to amplify patient voices and bring real-world insights into experience design.

Key Responsibilities:

• Patient & Care Partner Onboarding & Initiation Strategy/Execution. Develop and execute strategies that simplify and optimize the onboarding experience, ensuring patients and care partners feel supported from the moment of prescription through treatment initiation. You will design frictionless enrollment pathways, clear education touchpoints, and proactive support mechanisms that enable confident treatment starts.

• Evolve our approach and strategy for connecting individuals with others who have lived experience. Lead the design and execution of programs that foster meaningful peer-to-peer connections. You will ensure these initiatives are seamlessly integrated into the broader patient experience ecosystem and deliver measurable outcomes in engagement, treatment adherence, and overall satisfaction.

• Own and manage the product backlog, ensuring clarity, alignment, and prioritization based on business value and customer impact.

• Collaborate with brand, omnichannel, B&IT, data analytics, and third-party vendors to deliver patient-centric features and enhancements.

• Validate solutions using prototypes, cocreation, pilots, and iterative testing.

• Conduct and interpret user research, patient interviews, journey mapping, and feedback analysis to identify unmet needs and pain points.

• Partner with analytics teams to track patient experience metrics (e.g., NPS, satisfaction, access measures, digital engagement).

• Monitor industry trends, competitor offerings, and regulatory changes in the behavioral health market.

• Build and nurture relationships with patient advocacy groups, peer support organizations, external partners, and field teams to amplify patient and care partner voices.

• Collaborate with field colleagues to ensure alignment on experience initiatives and gather real-time insights from in-market interactions.

• Engage directly with patients and care partners through interviews, advisory panels, and co-creation sessions to ensure solutions reflect real-world needs.

• Serve as a visible champion for patient-centricity, fostering trust and transparency in all external and field-facing interactions.

• Align with operational teams to ensure smooth implementation, adoption, training, and change management.

• Work closely with legal, compliance, medical, and privacy teams to ensure all solutions meet regulatory standards

• Act as the primary liaison between business stakeholders and development teams.

• Define success metrics for product features and overall customer experience performance.

• Monitor product performance post-launch and prioritize enhancements based on data.

• Report progress, risks, and opport