Director, US Omnichannel/Digital Engagement

Biogen•Cambridge, MA

1d•$199,000 - $274,000

About The Position

You will join the Business Operations & Insights (BIO) team within Omnichannel Excellence as an omnichannel & digital lead supporting upcoming brand launches. In this role, you will ensure a new US Brand or indication is brought to market with high‑impact, measurable, and compliant omnichannel engagement across HCP and Patient audiences. As part of Biogen’s Omnichannel Transformation, you will leverage an AI-powered next-best-action engine to dynamically determine the optimal channel, content, cadence, and customer engagement strategy. Your focus will be on creating seamless, connected experiences that anticipate customer needs and deliver value at every touchpoint. This position reports to the Senior Director, US Omnichannel Engagement and collaborates with cross-functional teams to bring next-generation engagement to life. This position will also coach other peer members of the Engagement team. You’ll lead the intersection of digital capability and Brand strategy, ensuring that each engagement touchpoint – email, web, media, social, SEO/GEO, etc., – is data-informed, insight driven, and fully aligned to the Brand objectives and customer needs. This role is a digitally fluent strategist and trusted Brand partner – able to connect business objectives with flawless digital execution leveraging Omnichannel excellence principles. This position will have strong influence/engagement with the senior leadership of our new brand launches.

Requirements

Minimum of 10 years’ Omnichannel/Digital engagement healthcare client experience with a focus on strategy, planning, execution in Pharmaceutical, Biotech
Omnichannel Launch & Engagement expertise. Proven experience leading Omnichannel and digital engagement strategies for brand launches using Decision Engines, with demonstrated ability to translate brand strategy into cohesive, measureable HCP and Patient experiences across the full engagement funnel.
Strategic Execution. Strong capability to own end‑to‑end omnichannel planning, execution, and performance for assigned brands or therapeutic areas, balancing strategic design with hands‑on leadership of delivery—without requiring senior‑most enterprise ownership.
AI‑Enabled Omnichannel Fluency Solid working knowledge of AI‑driven next‑best‑action frameworks, personalization, and orchestration engines, including the ability to partner with analytics and operations teams to apply recommendations for channel, content, cadence, and customer targeting.
Brand Partnership & Influence Demonstrated ability to serve as a trusted omnichannel thought partner to Brand teams, influencing decisions on experience design, channel mix, content sequencing, and engagement strategy while aligning closely to brand objectives and launch priorities.
End‑to‑End Campaign Accountability Proven ownership of omnichannel campaigns from planning through execution and optimization, ensuring on‑time, compliant delivery and accountability for performance outcomes rather than task‑level execution alone.
Digital & MarTech Operational Acumen Hands‑on experience translating omnichannel strategies and experience designs into clear business requirements for operational and IT teams, with strong understanding of MarTech ecosystems and digital activation processes.
Cross‑Functional Collaboration Demonstrated ability to work effectively across Media, Omnichannel Operations, Decision Science, IT, PRC, Regulatory, Privacy, Field, and Patient Services to align priorities and deliver integrated solutions.
Experience Design & Journey Thinking Strong skills in customer journey mapping and experience design, ensuring engagement flows are connected, insight‑driven, and optimized across channels rather than delivered as disconnected tactics.
Analytics‑Driven Optimization Mindset Ability to interpret performance data and AI‑driven insights in partnership with Decision Science teams, using findings to optimize engagement strategies, journeys, and next‑best‑action logic over time.
Optimize campaigns based on Decision Science Analytics

Responsibilities

Lead Omnichannel/Digital Strategy and Execution: Translate launch strategy, positioning, focused on new brand assets into omnichannel launch plans, including journey mapping, channel mix, content sequencing, etc.
Drive and optimize experiences with support of a Decision Engine
Build launch‑ready customer experiences across HCP and Patient segments that align with brand strategy, and competitive dynamics.
Ensure all launch touchpoints—from unbranded awareness through branded conversion—are aligned, connected, and measurable.
Brand Partnership: Act as the dedicated Omnichannel/Digital Experience Architect for your assigned TA, translating Brand objectives into orchestrated, AI-enabled customer journeys
Design engagement flows that leverage next-best-action recommendations for customer, channel, content, and cadence
Guide brand teams on experience design principles, channel appropriateness and content sequencing in accordance with brand objectives
Serve as a single primary contact in driving Omnichannel/Digital strategy/End-to-End (E2E) execution —guiding strategy, customer journey and campaign planning, digital execution and customer experience design.
Ensure Media plan is well integrated
Own E2E accountability of planning, execution and performance of campaigns
Collaborate with cross functional omnichannel teams (Media, Operations, Decision Science) & IT to ensure best in class planning and implementation
Partner with cross-functional stakeholders (PRC, Privacy, Regulatory, IT, Field, Patient Services) to align on support needed and cross functional opportunities
Guide Brand teams on channel/content appropriateness based on best practices
Digital Operational End-to End Accountability: Guide brand teams on experience design principles, channel appropriateness and content sequencing in accordance with brand objectives
Act as the key Omnichannel/Digital subject matter expert – translating strategy into business requirement documents for the operations team
Translate experience designs into actionable business requirements for operational teams
Working with the Omnichannel Capabilities team, ensure campaigns are implemented accurately, compliantly and on time
Digital Fluency/Innovation/AI: Possess a solid understanding of the next generation of Omnichannel using AI driving next best actions with customer, content, cadence and channel.
Stay ahead of digital industry trends including AI-enabled marketing, next-best-action, personalization and emerging patient/HCP engagement channels
Optimization & Continuous Improvement: Take E2E accountability for the performance of omnichannel campaigns ensuring they meet Brand objectives
Collaborate with Decision Sciences to interpret AI-driven insights and refine next-best-action logic
Champion tagging, tracking, and reporting readiness from the outset of planning
Optimize campaigns based on Decision Science Analytics

Benefits

Medical, Dental, Vision, & Life insurances
Fitness & Wellness programs including a fitness reimbursement
Short- and Long-Term Disability insurance
A minimum of 15 days of paid vacation and an additional end-of-year shutdown time off (Dec 26-Dec 31)
Up to 12 company paid holidays + 3 paid days off for Personal Significance
80 hours of sick time per calendar year
Paid Maternity and Parental Leave benefit
401(k) program participation with company matched contributions
Employee stock purchase plan
Tuition reimbursement of up to $10,000 per calendar year
Employee Resource Groups participation