Director, Experience Strategy
About The Position
The Director of Experience Strategy leads the design and optimization of omnichannel experiences that connect brand purpose to customer needs through real-time data, content, user needs, technology, and insight. As an expert in digital channels and omnichannel integration, this role identifies opportunities to innovate and activate personalized customer journeys in collaboration with internal teams, clients, and agency partners. The role leads core Experience Strategy deliverables, including website and IVA strategy, omnichannel plans, content plans, and recommendations. It partners with Experience Strategy leadership on advanced omnichannel plans, personalization strategies, and modular content initiatives; understands end-user needs and improves user flows to reduce friction and support accessibility and inclusivity; and ensures alignment with brand strategy through tactical briefs and implementation documentation. The Director analyzes qualitative and quantitative data to develop actionable insights, data-backed stories, and strategic client recommendations. The role also supports organic growth and new business initiatives, collaborates on innovative deliverables that drive client success and agency growth, and demonstrates commitment to diversity, equity, and inclusion.
Requirements
- Bachelor’s degree in marketing, communications, or a related field.
- Eight or more years of experience in Omnichannel Strategy, Experience Strategy, Digital Strategy, or a related field.
- Experience in the pharmaceutical, biotech, or healthcare marketing industries.
- Strong communication and presentation skills, including the ability to explain complex ideas clearly to diverse audiences and senior stakeholders.
- Strong analytical skills and experience using data and customer research to inform strategic decisions.
- Expertise with Microsoft Office tools, such as PowerPoint, Word, and Excel.
- Proficiency with digital collaboration and journey-mapping tools, such as Miro, Mural, and Airtable.
- Working knowledge of marketing automation and CRM platforms, such as Veeva, Salesforce Marketing Cloud, and Adobe.
- Adeptness in using AI systems and frameworks.
Responsibilities
- Lead execution of core Experience Strategy deliverables, including website/IVA strategy, omnichannel plans, and content plans and recommendations.
- Partner with Experience Strategy leadership on advanced omnichannel plans, personalization strategies, and modular content initiatives.
- Understand end-user needs and examine user flows to reduce friction and enable accessibility and inclusivity.
- Ensure alignment with overall brand strategy and create tactical briefs and implementation documentation for program execution.
- Analyze qualitative and quantitative data to generate actionable insights and translate them into data-backed stories and strategic recommendations for clients.
- Support the manager and Experience Strategy leadership on organic growth and new business initiatives.
- Collaborate with senior leadership to define and develop innovative deliverables that drive client success and agency growth.
- Demonstrate commitment to diversity, equity, and inclusion through continuous development, inclusive behavior, and proactive bias management.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Director
