Job DescriptionWHAT DOES A DIRECTOR, EXPERIENCE STRATEGY DO?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 individual identifies opportunities to innovate and activate personalized customer journeys by collaborating internally, with clients and agency partners.
- Lead the execution of core Experience Strategy deliverables, including Website/IVA Strategy, Omnichannel Plan, Content Plan and recommendations, etc.,
- Partner with XS leadership on advanced omnichannel plans, personalization strategies, and modular content initiatives
- Understand end-user needs and provide double clicks into user flows to reduce friction while enabling optimal accessibility & inclusivity
- Ensure alignment with overall brand strategy and create tactical briefs, implementation documentation for program execution
- Analyze qualitative and quantitative data to generate actionable insights and translating into compelling, data-backed stories and strategic recommendations for clients
- Support manager and Experience Strategy leadership on organic growth and new business initiatives
- Collaborate with senior leadership to define and develop new, innovative deliverables that drive client success and agency growth
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
- All other duties as assigned
QualificationsWHAT ARE WE LOOKING FOR?- Bachelor's degree in marketing, communications, or a related field.
- 8 years (or more) 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, with the ability to articulate complex ideas clearly to diverse audiences and senior stakeholders.
- Strong analytical skills, with experience using data and customer research to inform strategic decisions
- Expertise with Microsoft Office tools (e.g., PowerPoint, Word, Excel, etc.,)
- Proficiency with digital collaboration and journey mapping tools (e.g., Miro, Mural, Airtable)
- Working knowledge of marketing automation and CRM platforms (e.g., Veeva, Salesforce Marketing Cloud, Adobe, etc.,)
- Adept at using AI systems and frameworks
Additional InformationOUR CULTURAL BELIEFS:Patient Minded I act with the patient's best interest in mind.
Client Delight I own every client experience and its impact on results.
Take Action I am empowered and empower others to act now.
Grow Talent I own my development and invest in the development of others.
Win Together I passionately connect with anyone, anywhere, anytime to achieve results.
Communication Matters I speak up to create transparent, thoughtful and timely dialogue.
Embrace Diversity I create an environment of awareness and respect.
Always Innovate I am bold and creative in everything I do.
