Responsibilities

• Omnichannel Communications Planning - Partner with Brand Strategy to translate brand objectives and strategic imperatives into specific customer behavioral goals.
• Define current-state and desired customer behaviors and identify the barriers preventing movement between them.
• Develop content and messaging strategies designed to address those barriers and drive behavioral change.
• Organize the broader brand story into focused messaging and content territories that can be activated across channels.
• Ensure communications strategies remain grounded in customer insight, brand priorities, clinical evidence, marketplace dynamics, and regulatory realities.
• Customer Journey Strategy - Develop customer journey maps that reflect audience needs, mindsets, behaviors, influences, and channel behaviors over time.
• Identify priority moments where brand engagement can be most relevant and influential.
• Connect customer needs and journey moments with the communications priorities defined in the omnichannel communications plan.
• Translate journey insights into recommendations for content, sequencing, channels, and tactics.
• Lead or facilitate customer journey workshops with internal and client teams.