Integrated Customer Experience Brand Engagement Director

Job Description

Position Summary

The Director, Integrated Customer Experience (ICX), Brand Engagement is responsible for translating brand priorities and customer needs into integrated healthcare professional (HCP) and patient experience strategies, prioritized journeys, activation roadmaps, and measurable business outcomes.

This role is a strategic and trusted thought-partner to internal Business Units, working across Brand, Data and Technology, Insights and Analytics, Medical and external agency partners. The Director will define and orchestrate the customer experience vision and associated ICX activation plan, establish clear priorities across channels and touchpoints, enable consistent execution through enterprise standards and governance, and identify opportunities to apply AI and emerging digital capabilities responsibly at scale.

Key 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.

Knowledge and Skills

• 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

Education And Experience

• 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.

At Vertex, we embrace continuous learning and encourage employees to stay informed on advances in AI, technology, automation, and industry trends. We seek talent who bring an external perspective, demonstrate curiosity and sound judgment, and thoughtfully adopt new capabilities that improve decision-making, drive innovation, increase efficiency, and help deliver better outcomes for patients.

At Vertex, we embrace continuous learning and encourage employees to stay informed on advances in AI, technology, automation, and industry trends. We seek talent who bring an external perspective, demonstrate curiosity and sound judgment, and thoughtfully adopt new capabilities that improve decision-making, drive innovation, increase efficiency, and help deliver better outcomes for patients.

Pay Range:

$192,000 - $288,000

Disclosure Statement:

Flex Designation:

Hybrid-Eligible Or On-Site Eligible

Flex Eligibility Status:

In this Hybrid-Eligible role, you can choose to be designated as: 
1.    Hybrid: work remotely up to two days per week; or select
2.    On-Site: work five days per week on-site with ad hoc flexibility.

Note: The Flex status for this position is subject to Vertex’s Policy on Flex @ Vertex Program and may be changed at any time. 

#LI-Hybrid
 

Company Information

Vertex is a global biotechnology company that invests in scientific innovation.

Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at [email protected]