Senior Director, Integrated Customer Experience (ICX) Activation

Boston, MA (Hybrid)

$212K/yr – $318K/yrSenior Level15+ years expFull time

Posted 2 weeks ago

Job Summary

Own the ICX activation roadmap and capability priorities while translating journeys into concrete business requirements, define orchestration capabilities, and lead cross-functional delivery of AI-enabled customer engagement and website initiatives.

Own the ICX activation roadmap and priorities
Lead a 10-person team and oversee vendor performance

Job Description

Responsibilities

Own the ICX activation blueprint, roadmap, and capability priorities
Translate journeys and personalization priorities into business requirements and capability roadmaps
Define orchestration capabilities required to activate priority ICX journeys
Partner with DTE and I&A to implement scalable, governed, and measurable capabilities
Own the ICX agentic AI portfolio and define business requirements for agent interaction and orchestration
Own website product roadmap and prioritization across the commercial website ecosystem
Define website requirements spanning discoverability, SEO/GEO, experimentation, optimization, and personalization
Own the business roadmap for marketing automation capabilities, including SFMC and related activation functionality
Define requirements for journey configuration, triggers, APIs, and campaign automation
Own business requirements for customer data and activation capabilities, including CDP, identity resolution, audience management, and consent integration

Requirements

Expertise in ICX engagement, customer journey activation, and orchestration
Strong understanding of digital platforms, websites, marketing automation, customer data, and activation technologies
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
Strong communication, change management, and vendor management capabilities
Bachelor’s degree required; advanced degree preferred
15+ years of relevant experience in ICX engagement, digital marketing, customer activation, marketing technology, product management, or related fields
Experience leading teams in complex, matrixed organizations
Experience with SFMC, CDP, identity and audience solutions, website platforms, orchestration technologies, and AI-enabled engagement capabilities preferred

Preferred

Advanced degree preferred
Experience in biopharmaceutical, healthcare, or another highly regulated industry preferred
Experience with SFMC, CDP, identity and audience solutions, website platforms, orchestration technologies, and AI-enabled engagement capabilities 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.

Vertex Inc.

The rapid changes taking place in today’s global business, technology, and regulatory environments are having a compounding effect on the complexity of indirect tax management and putting more pressure on the corporate tax function than ever before. This complexity demands intelligent solutions that enable businesses to satisfy tax obligations and support growth opportunities.The Trusted Leader in Tax Technology We're Vertex (VERX). A pioneer in tax automation for more than 40 years. We proudly serve over 4,000 customers worldwide with distinction and provide comprehensive tax solutions that enable global businesses to transact, comply and grow with confidence. Our software, content and services address the increasing complexities of global commerce and compliance by reducing friction, enhancing transparency and enabling greater confidence in meeting indirect tax obligations. As a result, our software is ubiquitous within our customers’ business systems, touching nearly every line item of every transaction that an enterprise can conduct. Our software is fueled by over 300 million data-driven effective tax rules and supports indirect tax compliance in more than 19,000 jurisdictions worldwide.We partner with the world’s most respected companies and harness their strengths to deliver the best tax technology solution to businesses across the globe. We integrate with key technology partners that span ERP, CRM, procurement, billing, POS and e-commerce platforms. We also work closely with over 50 tax, accounting and consulting firms to provide the integrated tax technology solutions. Our culture is the foundation of everything we do, guided by a common purpose to build trusted relationships at work, in business and in our communities. We strive to be a values-driven employer of choice who attracts, retains and inspires talented professionals to achieve their full potential. We employ over 1,100 full-time professionals today in the US, Europe and Brazil.

Founded in 1978

King of Prussia, Pennsylvania, USA

2.6K employees (176 in marketing)

www.vertexinc.com