This role is pivotal to enabling enterprise-wide patient and provider access capabilities, supporting both commercialized and non-promotional businesses by translating complex data, vendor performance, and digital experience signals into clear, actionable insight for leadership.

The Director, Capabilities, Performance & Digital Experience is an enterprise, brand-agnostic capability leader responsible for assessing performance insights, shaping enterprise digital experience strategy, and overseeing Capabilities & Vendor Partnerships (CVP) across AstraZeneca’s patient services ecosystem.

Key Responsibilities:

Enterprise Performance Intelligence & Storytelling

Assess and integrate performance insights across vendor- and service-based capabilities (e.g., HUB, affordability programs, eVoucher, PA support, telephony, fulfillment, and digital experiences).

Translate complex datasets into clear, executive-level narratives that explain what changed, why it matters, and what actions are required.

Define and maintain performance frameworks, dashboards, and scorecards that enable consistent interpretation of results.

Serve as the primary interpreter of performance data for senior leadership, reducing fragmented or duplicative reporting.

Enterprise Digital & Web Experience Strategy

Own enterprise strategy for consumer, patient, and provider digital experiences across brands and services.

Establish governance and standards for web experience, analytics, tagging, testing, and release readiness.

Ensure digital front doors are measurable, consistent, compliant, and optimized for experience and access outcomes.

Drive insight-led digital improvements by identifying experience friction points and performance trends across journeys.

Oversee management of above-brand print and digital assets for Patient Support and Patient Services.

Capabilities & Vendor Partnerships Oversight

Provide leadership oversight of the Capabilities & Vendor Partnerships as an enterprise function.

Ensure disciplined vendor governance, including performance standards, scorecards, QBR frameworks, and documentation rigor.

Synthesize vendor-level performance into enterprise-level insights and capability maturity assessments.

Maintain clear separation between governance and execution, with day-to-day operations owned by designated execution teams.

Governance, Risk, and Enterprise Standardization

Establish consistent governance and change-control processes for performance measurement and digital experience artifacts.

Partner with Compliance, Legal, Privacy, Assurance, Internal Audit, IT, Finance, and Operations as needed to ensure appropriate controls, data stewardship, and audit readiness.

Standardize definitions, KPIs, reporting cadence, and digital measurement approaches across the enterprise.

Cross-Functional Leadership & Influence

Act as a trusted strategic partner across Patient Services, Patient Support, Brand Engagement, Access Strategy, Operations, and IT.

Provide a single, enterprise-level view of capability performance and digital experience health to support prioritization and investment decisions.

Enable senior leaders to focus on strategic outcomes by filtering execution noise into decision-ready insight.

Minimum Requirements

Bachelor’s degree

10+ years of experience in healthcare, pharmaceutical, or life sciences environments with leadership exposure to enterprise enablement, analytics, digital experience, or vendor governance.

Demonstrated ability to translate complex data into executive-level insights and narratives.

Strong analytical and problem-solving skills, including KPI development, performance interpretation, and trend analysis.

Proven success operating in highly matrixed organizations and influencing without direct authority.

Preferred Qualifications

Advanced degree (MBA, MS, MPH, or equivalent experience).

Experience working across both commercialized and non-promotional patient service environments.

Familiarity with multi-vendor ecosystems supporting patient access, affordability, and digital engagement.

Experience governing enterprise digital/web platforms, analytics frameworks, and experience standards.

Demonstrated ability to operate as a strategic buffer between execution teams and senior leadership.

Lead, mentor, manage a team, fostering a high-performance culture focused on collaboration, and innovation.

What you can expect: great working atmosphere empowering you to reach your full potential, endless development opportunities and benefits like: medical & life insurance, annual bonus, education cost reimbursement, occasional allowances (Christmas, holiday), anniversary awards, additional time off, pension plan, business travel insurance, recognition program, flexible working hours.

Why AstraZeneca? At AstraZeneca you will be valued. Not only for your unique contribution, skills and background, but because we recognize people are our greatest asset. Here we are dedicated to being a Great Place to Work. Thrive in an energizing environment where challenging work goes hand in hand with development. With opportunities, recognition and bright minds, there’s no better place to unlock learning and build a long-term career. Most importantly, we do meaningful work that changes lives. It’s our purpose that drives us, every day.

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This role is the backbone of our Global Sales organisations, providing a blend of technical Salesforce administration and high-level data stewardship. You will ensure that Salesforce CPQ, OLM, and multiple Salesforce instances run with high process integrity while simultaneously managing the data quality and firmographic insights that drive our Sales organisation forward.

Responsibilities:

• Salesforce Administration: Manage user setup, roles, profiles, permissions, and security settings. Serve as the escalation point for advanced user requests and troubleshoot complex and multi-instance issues. Ensure Compliance with security and access governance policies. Monitor system usage and adoption to recommend improvements.

• System Maintenance: Maintain page layouts, workflows, validation rules, and approval processes. Configure and maintain Salesforce support processes.

• Data Stewardship: Perform data audits and investigations across systems to enhance firmographic information. Fix data issues following standard operating procedures and data policies.

• Operational Excellence: Monitor and Manage Salesforce case queues to meet SLAs. Oversee the synchronisation of Salesforce data with ERP/Billing systems to ensure seamless order-to-cash cycles.

• Strategy & Documentation: Provide documentation for implementation changes to data quality standards. Document data requirements, strategy, and rules (standardisation, cleansing, and validation) for both legacy and new environments.

• Collaboration: Partner with Sales Ops, Finance, IT, and Business Stakeholders to identify and drive automation advances that improve operational efficiency.

• Testing & Training: Support UAT and deployments while developing training materials to empower our end users.

Qualifications:

• Salesforce Expertise: 3+ years of experience as a Salesforce Administrator (Sales Cloud) with an active Salesforce Administrator certification (ADM-201).

• Data Analysis: Demonstrable experience executing data quality analysis within complex, federated system architectures.

• Process Mindset: Experience in Sales Operations support and a basic understanding of data providers like ZoomInfo.

• Technical Logic: Ability to evaluate data risks, troubleshoot integrated system issues, and provide solutions in a timely manner.

Desired:

• Advanced Certifications: Salesforce Certified Advanced Admin.

• Technical Stack: Experience with SQL, Heroku, or Python (specifically for data pipelining).

• Analytics: Familiarity with Tableau and Tableau CRM (CRM Analytics).

• Automation: Knowledge of Apex, Flow, SOQL, and advanced Salesforce automation.

• Soft Skills: Excellent written and verbal communication skills; ability to build relationships across all levels of the organisation.

• Linguistic Diversity: Proficiency in multiple languages applicable to the NAMER region is a plus.

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