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
• 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 managing external agencies, consultants, and/or vendors, including setting clear expectations, overseeing deliverables, and ensuring work is delivered with quality, consistency, and strategic alignment.
• Expertise in ICX engagement, customer journey activation, and orchestration
• Functional understanding of digital platforms, websites, marketing automation, customer data, and activation technologies as well as commercial and customer data sets
• Ability to translate business strategy into requirements, roadmaps, and scalable capabilities
• Experience with AI-enabled customer engagement and agentic AI use cases
• Strong cross-functional leadership and stakeholder management skills; ability to work highly cross-functionally in a matrixed environment
• Strong communication, change management, and vendor management capabilities
• Demonstrated ability to serve as a liaison and trusted thought partner to senior leaders, communicating strategic recommendations, progress, risks, and decisions clearly and effectively

Preferred

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

Benefits

• 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.