Head of Patient Experience & Patient Support Programs Canada

Make your mark for patients

We are looking for a Head of Patient Experience & Support Programs who is strategic, patient‑focused, and collaborative to join us in our Patient Experience team, based in our Canada office in Oakville, Ontario.

About the role

As a senior enterprise leader and member of the Canadian Leadership Team (CLT) you will be accountable for defining, shaping, and governing UCB Canada’s end-to-end patient experience and patient support strategy as a core driver of country performance, access leadership, and organizational culture.  You will lead and shape the end‑to‑end patient experience and support program strategy across Canada. As a senior leader, you will ensure patient services are integrated into business strategy, enabling access, improving outcomes, and driving performance. You will translate patient insights into impactful decisions, oversee financial performance, and ensure high standards of quality, compliance, and patient safety across all programs. You will be shaping affiliate-level performance outcomes, future-ready transformation, sustainable access, gross-to-net performance, and long-term enterprise value

Who you’ll work with

You will work closely with cross-functional leaders across commercial, access, finance, medical, and compliance teams, as well as external partners and service providers. You will operate as a key member of the Canadian Leadership Team, collaborating both Regionally and Globally to influence strategy and deliver patient-centered solutions.

What you’ll do

• Enterprise Leadership & Strategy
• Define and lead national patient experience and support program strategy
• Ownership of the Patient Experience & PSP Strategy
• Act as the voice of the patient in strategic decision-making
• Enterprise Value Creation Through Patient Support Programs (PSP)
• Integrate support programs into brand and access strategies
• Financial Accountability & Governance for the for the Canadian PSP budget
• Lead cross-functional collaboration across internal and external partners
• Compliance, Risk & Quality Oversight for PSP
• Own program budgets, forecasting, and investment prioritization
• Utilizing data and digital transformation to drive insights and business performance
• Lead Canadian’s National PSP third party Vendor & Ecosystem Leadership
• Ensure compliance, quality, and patient safety across all programs
• People & Organizational Leadership · Lead and develop the Patient Experience / PSP organization

Interested? For this role we’re looking for the following

Minimum requirements

• Bachelor’s degree in life sciences, healthcare, business, or related
• Minimum 10+ years leadership in pharmaceutical, biotech, or healthcare environments
• Minimum of 3+ years’ experience leading patient support programs, access, and or commercial teams in Canada or similar systems
• Minimum 5+ years in the Canadian Healthcare system and patient access environment  
• Minimum 5+ years proven ability leading cross-functional teams in a matrix environment

Preferred requirements

• Master’s degree (MBA, MSc, MPH, or equivalent)
• Background in specialty, immunology or rare disease areas
• Experience with digital transformation and data-driven decision-making
• Leadership experience in matrix or global organizations
• Bilingual French and English are an asset
• Strong communication, influencing, and stakeholder management skills

This positions reasonably anticipated base salary range is $163,500.00 - $217,500.00 annually.  The actual salary offered will take into account related knowledge, skills, experience and location among other factors and may fall outside the expected range.

Are you ready to ‘go beyond’ to create value and make your mark for patients? If this sounds like you, then we would love to hear from you! 

About us 
UCB is a global biopharmaceutical company, focusing on neurology and immunology. We are over 9.000 people in all four corners of the globe, inspired by patients and driven by science. 

We’ve embraced a hybrid-first approach to work, bringing teams together in local hubs to foster collaborative curiosity. Unless expressly stated in the description or precluded by the nature of the position, roles are hybrid with 40% of your time spent in the office.

Why work with us? 
At UCB, we don’t just complete tasks, we create value. We aren’t afraid to push forward, collaborate, and innovate to make our mark for patients. We have a caring, supportive culture where everyone feels included, respected, and has equal opportunities to do their best work. We ‘go beyond’ to create value for our patients, and always with a human focus, whether that’s on our patients, our employees, or our planet. Working for us, you will discover a place where you can grow, and have the freedom to carve your own career path to achieve your full potential. 

UCB is an equal opportunity employer. All employment decisions will be made without regard to any characteristic protected by applicable laws.

We are committed to fostering an inclusive, accessible environment, where all employees and members feel valued, respected, and supported. We are committed to meeting the accessibility needs of persons with disabilities.

If you require an accommodation for the recruitment/interview process (e.g. alternate formats of materials, accessible meeting rooms or other accommodation), please contact [email protected] and we will work with you to meet your needs. 

Please note that our hiring process includes the use of artificial intelligence (AI). All final hiring decisions are made by our hiring teams.