Senior Vice President, Customer Experience - Customer Experience

Company description

PHM is the leading health media agency in the US, built for the modern healthcare experience. Here, industry depth meets media scale, where data becomes direction, where creativity and storytelling bring truth to life, and where orchestration replaces fragmentation.

Dedicated to making brands discovered, PHM redefines what media can do through data, content, and creativity. Because in modern healthcare, the brands that are found are the ones that lead. And when brands lead, advantage follows. Go deeper. Be found.

Overview

The Senior Vice President, Customer Experience (CX) leads the Customer Experience capability, shaping how insights, strategy, and customer understanding drive business growth across the agency and client portfolio. Reporting to executive leadership, this role sets the vision for the discipline, develops high-performing teams, and partners with cross-functional leaders to ensure every engagement is grounded in meaningful customer insights and delivers measurable business impact.

Responsibilities

Senior Vice President, Customer Experience
The Senior Vice President, Customer Experience (CX) leads the Customer Experience capability,
shaping how insights, strategy, and customer understanding drive business growth across the
agency and client portfolio. Reporting to executive leadership, this role sets the vision for the
discipline, develops high-performing teams, and partners with cross-functional leaders to
ensure every engagement is grounded in meaningful customer insights and delivers measurable
business impact.
Key Responsibilities
Leadership
• Define the vision, strategy, and long-term evolution of the Customer Experience team.
• Establish best practices, frameworks, and methodologies that elevate strategic thinking
across the brand.
• Champion a customer-first mindset and ensure insights are translated into actionable
business and brand strategies.
• Represent the CX discipline internally and externally through thought leadership,
innovation, and industry engagement.
Strategic Leadership
• Serve as the executive strategic advisor to senior clients and internal leadership.
• Guide teams in uncovering customer, market, and business insights that inform
integrated marketing and experience strategies.
• Partner with Capability and Client leaders to ensure strategic alignment across
disciplines.
• Identify emerging trends, technologies, and research approaches that strengthen client
recommendations.
People Leadership
• Lead, mentor, and develop CX leaders while fostering a collaborative, inclusive, and
high-performing culture.
• Build organizational capability through coaching, succession planning, and talent
development.
• Participate in recruiting, workforce planning, and capability growth initiatives.
Business Growth
• Contribute to agency growth through organic expansion, new business development,
and strategic client partnerships.
• Partner with executive leadership to identify new service offerings and opportunities to
expand Customer Experience capabilities.
• Support business development efforts by leading strategic responses, presentations,
and client engagements.

Qualifications

• Proven executive leadership experience building and leading strategic, cross-functional
teams.
• Demonstrated success advising senior clients and influencing business strategy.
• Deep expertise in customer insights, research, experience strategy, and integrated
marketing.
• 15+ years of experience in customer experience, insights, strategy, or marketing.
• 8+ years leading teams and developing organizational capabilities.
• Agency and healthcare/pharmaceutical experience preferred.

Additional information

Our Publicis Groupe motto “Viva La Différence” means we’re better together, and we believe that our differences make us stronger. It means we honor and celebrate all identities, across all facets of intersectionality, and it underpins all that we do as an organization. We are focused on fostering belonging and creating equitable & inclusive experiences for all talent.

Publicis Groupe provides robust and inclusive benefit programs and policies to support the evolving and diverse needs of our talent and enable every person to grow and thrive. Our benefits package includes medical coverage, dental, vision, disability, 401K, as well as parental and family care leave, family forming assistance, tuition reimbursement, and flexible time off.

If you require accommodation or assistance with the application or onboarding process specifically, please contact [email protected].

All your information will be kept confidential according to EEO guidelines.

 

Compensation Range: USD $180,215.00 - USD $299,637.00/Annually. This is the pay range the Company believes it will pay for this position at the time of this posting. This role may also be eligible for bonus or incentive compensation. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time. Temporary roles may be eligible to participate in our freelancer/temporary employee medical plan through a third-party benefits administration system once certain criteria have been met. For regular roles, the Company will offer medical coverage, dental, vision, disability, 401k, and paid time off. The Company anticipates the application deadline for this job posting will be 1/4/2027.