Director, Customer Engagement & Experience, HIV Treatment Portfolio

Gilead Sciences•Foster City, CA

3d•$226,185 - $292,710

About The Position

The Director, Customer Engagement and Experience Lead plays a pivotal role in shaping how customers experience Gilead's HIV Treatment portfolio across the broader healthcare ecosystem. This leader will connect portfolio strategy, customer insights, omnichannel engagement, and emerging technologies to deliver a seamless and differentiated customer experience. Working across commercial, medical, digital, analytics, market access, and operational functions, you will influence portfolio priorities, drive adoption of innovative engagement capabilities, and help ensure customers receive relevant, personalized, and connected experiences across every touchpoint.

Requirements

Bachelor's Degree and 12+ years of relevant experience; OR
Master's Degree and 10+ years of relevant experience; OR
PhD and 8+ years of relevant experience.

Nice To Haves

Experience in HIV, Infectious Diseases, Specialty Care, or related therapeutic areas.
Strong customer-centric mindset with demonstrated success identifying engagement opportunities and improving customer experiences.
Deep understanding of HCP and patient engagement strategies.
Experience with omnichannel marketing, customer journey design, advanced personalization, and ecosystem-based engagement approaches.
Familiarity with AI-enabled engagement models, next-best-action capabilities, and emerging digital technologies.
Strong business planning, communication, and executive presentation skills.
Demonstrated success managing external agency partners and cross-functional initiatives.
Ability to operate effectively in a fast-paced and highly competitive market environment.

Responsibilities

Translate HIV portfolio and brand priorities into integrated customer engagement strategies and experience outcomes.
Drive alignment across customer journeys, channels, and stakeholder groups to create a seamless engagement experience.
Partner with brand and analytics teams to identify opportunities to improve experience quality, reduce fragmentation, and enhance customer value.
Establish portfolio-level engagement principles, standards, governance, and success measures.
Champion customer-centric thinking and continuous improvement across the HIV Treatment portfolio.
Identify opportunities to leverage customer insights, market dynamics, and ecosystem trends to improve engagement effectiveness.
Advance personalization, customer journey orchestration, and AI-enabled engagement capabilities.
Partner with Digital Strategy & Operations to assess, prioritize, and scale enterprise engagement solutions.
Evaluate pilot programs and expand successful approaches across the portfolio where clear customer and business value exists.
Enable innovative approaches that anticipate evolving customer needs and improve engagement relevance.
Serve as a strategic connector across Brand, Sales, Market Access, Medical Affairs, Commercial Operations, Analytics, Digital, Legal, Compliance, and agency partners.
Drive alignment on priorities, decision-making, and execution plans across complex stakeholder groups.
Support operating models and governance structures that facilitate efficient collaboration and delivery.
Ensure customer engagement initiatives remain aligned with business objectives and compliance expectations.
Define business outcomes, adoption metrics, customer impact measures, and decision frameworks for portfolio initiatives.
Partner with Analytics and Digital Strategy & Operations to establish measurement approaches and performance insights.
Translate data, customer feedback, and performance trends into actionable recommendations.
Communicate portfolio progress, learnings, strategic tradeoffs, and recommendations to senior leadership.
Scale successful customer engagement capabilities while refining or discontinuing initiatives that do not demonstrate meaningful value.
Create Inclusion – knowing the business value of diverse teams, modeling inclusion, and embedding the value of diversity in the way they manage their teams.
Develop Talent – understand the skills, experience, aspirations, and potential of their employees and coach them on current performance and future potential. They ensure employees are receiving the feedback and insight needed to grow, develop, and realize their purpose.
Empower Teams – connect the team to the organization by aligning goals, purpose, and organizational objectives and holding them to account. They provide the support needed to remove barriers and connect their team to the broader ecosystem.