Experience Lead, GCS Creative Services

AstraZeneca • Wilmington, DE

3d • Hybrid

About The Position

Are you ready to own the end-to-end creative ecosystem for a major brand and turn strategy into compliant, high-performing campaigns that improve patient experiences and outcomes? As the Experience Lead, you will be the strategic and operational bridge between brand leaders and our creative service teams, transforming business objectives into clear, scalable programs across HCP, patient, market access, and medical audiences. You will influence brand decisions, anticipate needs, and set a unified service roadmap that raises quality while accelerating time to market. Acting as the single point of accountability for integrated marketing operations, you will orchestrate complex, regulated work across channels and functions—ensuring delivery is on time, on brief, and MLR-ready. Do you thrive in fast-moving environments where your judgment, communication, and planning keep the work compliant and moving forward? This role is based in Wilmington, Delaware (hybrid), with travel up to 10–15% for workshops, brand planning, reviews, and key production needs.

Requirements

• 8 years in a creative, healthcare, or pharmaceutical agency environment, or in-house creative operations, with a demonstrated blend of account management, content planning, and project leadership.
• Proven experience serving as a primary Experience Lead for large-scale pharmaceutical brands with ownership of omni-channel ecosystems across multiple audiences is required.
• Bachelor’s degree in Advertising, Communications, Marketing, Business, or related field required.
• Proven experience in pharmaceuticals, biotechnology, or other regulated industries is required.
• Deep familiarity with MLR review processes, claims substantiation, reference management, and compliance workflows are essential.
• Exceptional client-facing presence with a record of accomplishment of building and sustaining senior-level relationships across multiple business functions.
• Must be recognized as an authoritative and strategic presence by brand partners, with demonstrated ability to facilitate briefings, consolidate feedback, manage competing priorities, and align cross-functional stakeholders.
• Proficiency with project management and trafficking tools (e.g., JIRA), DAM/asset libraries, and collaboration platforms.
• Familiarity with creative production workflows and channel-specific specifications is required.
• Experience mentoring and coordinating multidisciplinary teams and external vendors.
• Must demonstrate a pragmatic, solution-oriented approach with a service mindset and the ability to foster collaboration across organizational boundaries.
• Capable of managing with clarity and managing teams with empathy and accountability.

Nice To Haves

• Advanced degree or relevant certifications in project management (e.g., PMP, Agile).
• Demonstrated ability to speak to the category, across channels and audiences, and to connect services delivery to larger brand and business objectives.
• Proven ability to provide proactive strategic recommendations beyond execution of inbound requests.
• Demonstrated proficiency in managing complex omni-channel digital ecosystems including HCP and DTC/patient audiences, with experience across web, CRM, social media, display, print, and congress channels.
• Proven ability to translate brand strategy into executable plans, build realistic schedules, manage multiple concurrent workstreams, and deliver on time and within scope across shifting priorities.
• Experience with SOW development, budget management, financial forecasting, and resource planning within a creative services or agency context.
• A forward-looking perspective on service growth and value demonstration is expected.
• Superior written and verbal communication skills with demonstrated ability to create concise briefs, status reports, editorial calendars, and MLR-ready documentation.
• Sound judgment in selecting appropriate communication channels and cadence for varied stakeholder audiences.
• Experience scaling modular content programs that drive reuse and increase first-pass MLR approvals.
• Depth with enterprise DAM and workflow orchestration, including taxonomy governance and JIRA workflow design.
• Proven ability to synthesize performance dashboards into executive-ready narratives that influence investment decisions.

Responsibilities

• Lead the brand’s creative services ecosystem with a command of category dynamics, audience segments, channel strategy, and commercial priorities—so work aligns tightly to brand plans and performance goals.
• Bring clear, proactive points of view on milestones, competitive shifts, and creative opportunities; anticipate needs and elevate creative output as a trusted partner in brand planning.
• Build senior-level trust across marketing, sales training, research, medical affairs, and analytics to position Creative Services as a strategic partner across the brand organization.
• Convert marketing direction into actionable creative briefs with precise objectives, audiences, claims and data, deliverables, channels, formats, and success criteria to drive clarity and speed.
• Maintain and socialize an integrated roadmap across brand functions and service teams, providing transparency into deliverables, dependencies, milestones, and capacity impacts.
• Forecast workload, align writers, medical writers, designers, and vendors, and activate the right resources at the right time to keep critical workstreams on track.
• Set expectations and cadence, manage feedback cycles, and maintain dashboards for project status, on-time delivery, MLR approval rates, and capacity forecasts to inform decisions.
• Ensure every asset meets quality standards, brand guidelines, core messages, channel specs, and regulatory requirements; oversee MLR-ready packets with claims mapping and references.
• Define scope, manage budgets and forecasts, and demonstrate service value while aligning investment with brand priorities and expanding utilization of capabilities.
• Identify risks early, drive mitigation plans, escalate appropriately, and resolve bottlenecks to protect timelines and outcomes across the brand portfolio.
• Maintain a clear account narrative and provide transparent reporting on delivery performance, stakeholder sentiment, capacity needs, and growth opportunities.
• Address scope, timeline, quality, and resource constraints with professionalism to preserve and strengthen trust.
• Implement consistent templates and workflows; capture learnings to reduce cycle time, increase first-pass approvals, and scale content reuse through modular frameworks.
• Mentor cross-disciplinary team members and vendors; foster collaboration, accountability, and creative excellence so the team grows and the work improves.

Benefits

• We balance the expectation of being in the office while respecting individual flexibility.
• A commitment to lifelong learning, growth and development for all.
• An inclusive culture where you will connect different thinking to generate new and valuable opportunities.
• Empowerment to push the boundaries of science, challenge convention and unleash your entrepreneurial spirit.
• The opportunity to embrace differences and take bold actions to drive the change needed to meet global healthcare and sustainability challenges.
• A promise to help you realize the full breadth of your potential.
• The chance to do work that has the potential to change your life and improve countless others.
• The opportunity to shape a culture that unites and inspires us every day.

What This Job Offers

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