Director, OCX Strategy

Responsibilities

• Breaking from traditional channel-first planning models, the Director, OCX Strategy is responsible for designing connected customer experiences that translate strategic and creative intent into real-world engagement systems.
• This role sits at the intersection of Integrated Strategy, Creative, Media, Analytics, MarTech, Medical, Account, and XD, helping ensure that experiences are not only strategically sound but executable, measurable, and optimized over time.
• The Director serves as the day-to-day OCX lead across assigned brands and accounts, ensuring customer journeys, engagement ecosystems, personalization approaches, and activation plans connect back to a unified experience vision.
• OCX is accountable for connecting journey design to activation, learning, and optimization.
• Develop customer experience strategies rooted in audience insight, behavioral science, and business objectives.
• Define customer journeys, moments that matter, ecosystem logic, and experience principles.
• Identify key barriers, opportunities, and engagement needs across the customer lifecycle.
• Ensure experiences remain connected across channels, touchpoints, and moments.
• Translate strategic and creative platforms into actionable engagement frameworks.
• Develop experience maps, channel role frameworks, engagement blueprints, and decision architectures.

Requirements

• 5-8 years of experience in CX, omnichannel, CRM, engagement, or digital strategy
• Experience with journey mapping, ecosystem development, and customer engagement planning
• Strong strategic thinking and presentation skills
• Ability to facilitate workshops and collaborate across disciplines
• Experience translating insights into actionable strategic recommendations

Benefits

• Health benefits to include Medical, Dental and Vision
• Company match 401k
• flexible paid time off (PTO) and sick time
• Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work.
• Syneos Health complies with all applicable federal, state, and municipal paid sick time requirements.