Job Description

Make your mark for patients
We are looking for a Patient Experience Manager (Field Operations) to join our Patient Experience team based out of Oakville, ON, Canada
About the role
This role is designed to ensure a seamless alignment between head office strategy and field-level implementation by acting as the primary liaison between internal field-based stakeholders supporting UCB field (sales and medical) operational needs related to the patient support program (PSP) and head office cross-functional teams.
Who you'll work with
The role is operationally focused on field excellence, managing oversight of vendor field nurse performance, and representing the Patient Experience team. The Patient Experience Manager (Field Operations) will ensure that PSP services are delivered consistently, compliantly, and with a patient- and HCP-centric mindset.
What you'll do

• Serve as the national point of contact for field-based PSP requests, clinic troubleshooting, and internal sales team inquiries.
• Oversee the performance and effectiveness of vendor field nurse case managers, including KPI tracking, territory optimization, and service quality
• Represent the Patient Experience team in field-based engagements such as clinic in-services
• Collaborate cross-functionally, and with the PEx Lead and Partner(s), to align field insights with strategic planning and continuous improvement of PSPs
• Support the integration of new programs and ensure consistent communication between field and head office teams
• Design feedback loops on field trends, challenges, and opportunities to inform strategic decision-making
• Support and develop patient support program tactics that maximize the value of UCB patient support programs
• Provide leadership through mentorship the Patient Experience team, leveraging field insights
• Support and develop business partnerships that result in productive and cooperative working relationships with key stakeholders
• Support the Patient Experience Lead in the planning and execution of Regional Collaboration Meetings
• Take proactive steps to ensure that patients that receive a UCB product have the best possible experience
• Ensure UCB Operational Compliance to the highest professional standards
• Support the Patient Experience team in the development of strategy, communication and materials for programs, and launch of Patient Support Program for new products and indications

Interested? For this position you'll need the following education, experience, and skills

• Bachelor's degree
• 5+ years of patient support program experience
• Experience working at an innovator biotech/pharmaceutical manufacturer is considered a strong asset
• Specialty pharmaceutical sales or other field-based prescriber- facing experience required
• Excellent communicator with a strong understanding of PSP operations, field team dynamics, and vendor management
• Bilingual (French / English) is required
• Willingness to travel nationally as needed

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 HRAnswers@ucb.com 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.

Skills Required