Shire Global Patient Services Lead - Hematology in Zug, Switzerland

Primary Duties

The Global Patient Services Lead is responsible for creation and development patient programs and services to maximize the “Shire experience” for patients the healthcare system and Shire. Working cross-functionally (in particular with the Franchise team) you will be responsible for building out and enhancing the therapeutic Patient Journey’s and the Patient Services toolkits.

You will work closely with the Franchise Product Strategy Lead (PSL) and Global Commercial Lead (GCL) as well as a cross functional team in Market Insights, Medical Affairs and Market Access to ensure all Patient Programs and Services are in alignment with overall brand strategy and Franchise vision.

Key Requirements

  • Work closely with Global Commercial Lead and Global Market Insights teams to develop and regularly refresh the Global Patient Journey. Validate the journey with internal and external stakeholders including HCPs and Patients.

  • Identify and create a menu of foundational and differentiated Patient services in a modular way that supports key opportunities for Shire.

  • Leverage standard Patient Journey Mapping Process and Patient Service Toolkits to ensure consistency across brand.

  • Serve as the strategic liaison between the global support functions, (e.g. Quality, Legal, Medical, Market Access and Compliance) to ensure Global Patient Services are developed and rolled out at pace and scale, while ensuring global consistency and local relevance.


Job Function and Description

Patient program – creation and implementation

Maps the Global Patient Journey

  • Global Patient Journey Map including Key Opportunities for Shire

Creates the Global Patient Services Toolkit

  • Patient Services design thinking Workshops

  • Patient Services Blueprint (Foundation & Modules)

  • Patient Services Tools / Service design

  • Patient Service Program KPIs

  • Country Patient Services Program Implementation Guide

  • Launch and learn services with early launch markets and iterate toolkit based on learnings

  • Business Case development for global Patient Service rollout

  • Best practice Patient Services collection and dissemination

Leads global approval process (CMLR) for all programs, tools, services and deliverables at the global level, and ensures CMLR process is followed at country level.


Develops and maintains external relationships in a coordinated fashion with other Shire stakeholders, attends patient congresses to ensure up to date knowledge of industry benchmarks

Monitors performance and budgets

Defines and monitors performance metrics (KPIs) in collaboration with GCL. Within Commercial Ops, defines necessary market research and other inputs to monitor and refine performance

Manages and monitors budget expenditures vs plan, in collaboration with GCL and Finance

Education and Experience Requirements


  • Minimum of 2-3 years’ experience in Pharmaceutical Industry working in Patient Services, Marketing or a role working directly with Patients.

  • Experience in the design and development of patient service programs or tools.

  • Experience managing content review and approval process .

  • Experience leading and managing cross-functional (matrix) team to define and produce deliverables.

  • Ability to work with highly technical products.

  • Graduate degree.


  • Project Management experience

  • Proven influencing skills with internal and external audiences

  • Knowledge of global rare disease market dynamics and ability to reflect this in day-to-day activities

Key Skills, Abilities, and Competencies

  • Proven ability to influence without authority and work with cross-functional teams in the development and delivery of strategic imperatives while maintaining and deepening relationships

  • Broad understanding of all aspects of pharmaceutical product commercialization

  • Excellent english communication skills (oral and written)

  • Ability to provide quantitative and qualitative analyses as input for the development of business cases and other financial assessments

  • Out of the box thinking to define new ways patient engagement.

Complexity and Problem Solving

  • Day-to-day decisions regarding development and implementation of patient program are expected

  • Ability to develop solutions with Medical and Market Access colleagues and collaborate effectively

  • Proven experience in presenting ideas and issue resolution to Global, Senior and Executive Management on a frequent basis

  • Manage relationships with key external 3rd party suppliers

  • Recommend and monitor spend versus key project budgets

Internal and External Contacts


  • Global Head of Commercial Operations

  • Global Commercial Leads

  • Global Product Strategy Leaders


  • International, Regional and Country Patient Service Leads

  • CMLR team and Medical lead(s), Legal Lead(s), Regulatory Lead(s)

  • Commercial Operations counterparts (Market Insights, Launch Excellence, CFE)

  • Program management


  • Patient Associations

  • Supplier Agencies

  • Customer professional associations

Other Job Requirements

Approximately 20% international and domestic travel may be required.

Notice to Employment / Recruitment Agents:

Employment / Recruitment agents may only submit candidates for vacancies only if they have written authorization to do so from Shire’s Talent Acquisition department. Any agency candidate submission may only be submitted to positions opened to the agency through the specific Agency Portal. Shire will only pay a fee for candidates submitted or presented where there is a fully executed contract in place between the Employment / Recruitment agents and Shire and only if the candidate is submitted via the Agency Portal. Candidates submitted or presented by Employment / Recruitment Agents without a fully executed contract or submitted through this site shall not be deemed to form part of any Engagement for which the Agency may claim remuneration.

Shire is the leading global biotechnology company focused on serving people with rare diseases and other highly specialized conditions. We strive to develop best-in-class products, many of which are available in more than 100 countries, across core therapeutic areas including Hematology, Immunology, Neuroscience, Ophthalmics, Lysosomal Storage Disorders, Gastrointestinal/Internal Medicine/Endocrine and Hereditary Angioedema; and a growing franchise in Oncology.

Our employees come to work every day with a shared mission: to develop and deliver breakthrough therapies for the hundreds of millions of people in the world affected by rare diseases and other high-need conditions, and who lack effective therapies to live their lives to the fullest.