Director, Experience Strategy

EVERSANA INTOUCH • Chicago, IL

1d

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 person 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 also partners with Experience Strategy leadership on advanced omnichannel plans, personalization strategies, and modular content initiatives. The Director interprets end-user needs, develops detailed user flows to reduce friction and support accessibility and inclusion, and ensures alignment with overall brand strategy. The role analyzes qualitative and quantitative data to develop actionable insights and data-backed strategic recommendations, supports organic growth and new business initiatives, and collaborates with senior leadership on innovative deliverables that support client success and agency growth. The Director is also expected to demonstrate commitment to diversity, equity, and inclusion through ongoing development, inclusive behavior, and proactive bias management.

Requirements

• Bachelor’s degree in marketing, communications, or a related field.
• At least 8 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 clearly articulate complex ideas 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.
• Ability to use AI systems and frameworks.

Responsibilities

• Lead the execution of core Experience Strategy deliverables, including website and IVA strategy, omnichannel plans, content plans, and recommendations.
• Partner with Experience Strategy leadership on advanced omnichannel plans, personalization strategies, and modular content initiatives.
• Understand end-user needs and develop detailed user flows to reduce friction while supporting accessibility and inclusion.
• 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 compelling, 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 behaviors, and proactive bias management.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Director