Senior Patient Experience & Customer Journey Lead – Driving Innovation in Autoimmune Care & Patient‑Centric Solutions at brighthush

About brighthush and the Autoimmune Landscape

brighthush is at the forefront of transforming the lives of patients with autoimmune diseases. With a portfolio that spans cutting‑edge biologics, gene therapies, and precision medicines, we are dedicated to delivering therapies that restore health and hope. Our mission is to bring science, compassion, and innovation together to create a seamless, patient‑centric experience from diagnosis to long‑term care.

As the global community of autoimmune patients grows, so does the need for a holistic, integrated approach to patient engagement. At brighthush, we believe that the best medical solutions are paired with the best patient experiences. That’s why we’re building a new kind of biotech company—one that remains rooted in rigorous science while embracing a culture of continuous learning, collaboration, and empathy.

Position Overview

We are seeking a visionary Senior Patient Experience & Customer Journey Lead to spearhead the Patient Strategy & Experience function. In this role, you will design, implement, and evolve the patient experience (CX) discipline across our entire therapeutic portfolio. You will translate patient insights into actionable strategies, collaborate with cross‑functional teams, and champion a culture of patient‑centricity at every level of the organization.

Key Responsibilities

• Define and Lead CX Strategy – Establish a unified CX framework that aligns with brighthush’s mission and therapeutic goals.
• Journey Mapping & Persona Development – Create comprehensive, disease‑specific patient journeys and personas that capture the nuances of each patient’s experience.
• Voice‑of‑Patient (VoP) Integration – Design robust mechanisms for collecting, synthesizing, and prioritizing patient voices across all touchpoints.
• Design Thinking & Human‑Centered Design (HCD) – Lead empathy workshops, co‑creation sessions, and rapid prototyping to generate innovative CX concepts.
• Experimentation & Validation – Build an experimentation model that tests new CX initiatives at scale, ensuring data‑driven decision making.
• Cross‑Community Integration – Act as the senior CX integrator across Patient Marketing, Support Services, Clinical Education, Advocacy, and Digital teams.
• Measurement & Analytics – Define KPIs, develop dashboards, and use qualitative and quantitative data to track impact and drive continuous improvement.
• Technology & AI Enablement – Partner with Digital & Technology to identify, design, and deploy AI‑powered tools that enhance patient engagement.
• Capability Building – Train, coach, and mentor teams to embed HCD principles into their daily workflows.
• Stakeholder Influence – Translate CX insights into compelling business cases, securing executive buy‑in and resource allocation.

Essential Qualifications

• BA/BS required; advanced degree preferred.
• 12–15+ years of experience in Customer Experience, Human‑Centered Design, Design Thinking, or related disciplines.
• Deep expertise in healthcare or life‑sciences CX, with a proven track record of leading patient‑centric initiatives.
• Demonstrated success in building or scaling a new discipline from the ground up.
• Strong portfolio thinking—able to identify common themes while respecting disease‑specific nuances.
• Exceptional influence skills—capable of driving change across senior leaders and cross‑functional teams without formal authority.
• Analytical rigor—proficient in translating qualitative insights into measurable business outcomes.
• Experience with regulatory, legal, and compliance considerations in a biotech environment.
• Excellent communication, facilitation, and storytelling abilities.
• Entrepreneurial mindset with a passion for continuous learning and experimentation.

Preferred Qualifications

• Credentials in CX, HCD, or Design Thinking (e.g., Certified Design Thinking Practitioner).
• Experience in AI or digital technology strategy within healthcare.
• Background in patient advocacy or patient support program design.
• Track record of influencing executive governance and portfolio decision‑making.

What You’ll Bring to brighthush

As our Patient Experience Lead, you will be the catalyst for a patient‑first culture. You’ll bring:

• Strategic vision that aligns patient needs with business objectives.
• Hands‑on expertise in journey mapping, persona creation, and co‑creation facilitation.
• Data‑driven mindset that turns insights into measurable impact.
• Collaborative leadership that unites diverse teams around shared CX goals.
• Commitment to ethical, inclusive, and compliant patient engagement practices.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You’ll have access to:

• Executive mentorship from senior leaders across Commercial, Medical, and R&D.
• Cross‑functional projects that broaden your skill set and industry knowledge.
• Opportunities to present at global conferences and internal strategy forums.
• Continuous learning resources—workshops, certifications, and industry subscriptions.
• Clear pathways to senior leadership roles within the Patient Strategy & Experience organization.

Culture & Work Environment

brighthush is built on a foundation of curiosity, collaboration, and patient‑centricity. Our culture encourages:

• Open dialogue—every voice is heard and valued.
• Agile experimentation—fail fast, learn, and iterate.
• Inclusive teamwork—diversity of thought and background fuels innovation.
• Work‑life balance—flexible schedules, remote options, and wellness programs.
• Community impact—volunteer opportunities and partnerships with patient advocacy groups.

Compensation & Benefits

We offer a competitive total rewards package designed to attract and retain top talent:

• Base Salary – $240,000 to $330,000 USD, commensurate with experience.
• Short‑Term Incentives – Performance‑based bonuses tied to individual and company goals.
• Long‑Term Incentives – Equity awards that align your success with brighthush’s growth.
• Health & Wellness – Comprehensive medical, dental, vision, and mental health coverage.
• Retirement Plans – 401(k) with company match and pension options.
• Paid Time Off – Generous vacation, sick leave, and parental leave policies.
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