Responsibilities

• Partner with Business Unit and Brand marketers to translate brand strategy, business priorities, and customer insights into coordinated HCP and patient experience strategies.
• Define priority customer journeys, experience use cases, activation roadmaps, and intended outcomes that connect customer needs with brand and enterprise objectives.
• Establish the desired end-to-end customer experience and develop integrated ICX experience plans that align channel, content, data, technology, and engagement priorities.
• Coordinate activation priorities across relevant channels, capabilities, and cross-functional partners to deliver cohesive, customer-centered experiences.
• Maintain knowledge of external AI, digital, and customer-experience landscape to identify high-value use cases for piloting and scaled adoption.
• Contribute to the development and adoption of enterprise ICX standards, playbooks, operating-model practices, governance processes, KPIs, and agency/vendor expectations to support consistent, high-quality brand activation.
• Define success measures and use performance data, customer feedback, and market insights to evaluate experience effectiveness, identify optimization opportunities, and communicate business impact.
• Foster strong cross-functional collaboration and alignment among Brand, Data and Technology, Insights and Analytics, Medical and external agency partners
• Serve as a strategic thought partner and subject-matter expert on customer experience, omnichannel engagement, AI-enabled experiences, and evolving industry best practices.

Requirements

• Bachelor’s degree required; advanced degree preferred
• 8+ years of relevant experience, including demonstrated experience in the biopharmaceutical industry, in areas such as brand strategy, customer experience, omnichannel engagement, digital strategy or related functions
• Experience in biopharmaceutical, healthcare, or another highly regulated industry preferred
• Experience managing external agencies, consultants, and/or vendors, including setting clear expectations, overseeing deliverables, and ensuring work is delivered with quality, consistency, and strategic alignment.
• Demonstrated ability to serve as a liaison and trusted thought partner to senior leaders, communicating strategic recommendations, progress, risks, and decisions clearly and effectively.
• Clear, compelling written and verbal communication skills, including the ability to synthesize complex information for varied audiences and create executive-ready materials.
• Strong analytical and strategic problem-solving skills, with the ability to translate insights, performance data, and customer feedback into prioritized actions and business recommendations.
• Demonstrated initiative, sound judgment, and a proactive approach to identifying opportunities, addressing challenges, and advancing work in an evolving environment.
• Experience establishing or applying governance, operating models, playbooks, standards, and performance metrics to enable consistent execution at scale.

Preferred

• Advanced degree preferred
• Experience in biopharmaceutical, healthcare, or another highly regulated industry preferred

Benefits

• At Vertex, our Total Rewards offerings also include inclusive market-leading benefits to meet our employees wherever they are in their career, financial, family and wellbeing journey while providing flexibility and resources to support their growth and aspirations.  From medical, dental and vision benefits to generous paid time off (including a week-long company shutdown in the Summer and the Winter), educational assistance programs including student loan repayment, a generous commuting subsidy, matching charitable donations, 401(k) and so much more.