Associate Director, US Omnichannel/Digital Engagement

Biogen; Cambridge (MA); On-site; USD 164,000 - 226,000; Full time

Benefits offered by this job

Medical, Dental, Vision, & Life ins

Fitness & Wellness programs

Paid vacation & holidays

401(k) with company match

Employee stock purchase plan

Tuition reimbursement

Job summary

Biogen seeks a strategic Omnichannel Experience Architect to design and run AI-driven omnichannel engagement for inline brands, guiding customer journeys for HCPs and patients.

You will leverage an AI-powered decision engine to optimize channel mix, content, cadence, and measurement, partnering with Brand, IT, and Analytics to deliver measurable commercial impact.

Qualifications

• Minimum 7 years in omnichannel/digital engagement with pharma/biotech clients.
• Experience translating brand objectives into orchestrated, AI-enabled journeys.
• Proven ownership of end-to-end omnichannel campaign planning and optimization.

Responsibilities

• Serve as omnichannel subject matter expert and Experience Architect for assigned brands.
• Translate brand objectives into AI-enabled customer journeys across channels.
• Own end-to-end campaign planning, execution, performance, and optimization.
• Collaborate with Brand, Media, Operations, IT, and Analytics to deliver AI-driven experiences.

Skills

Omnichannel Strategy Design

AI-Enabled Omnichannel Fluency

Brand Partnership & Influence

Campaign Planning & Optimization

Cross-Functional Collaboration

Analytics-Driven Continuousprovement

Compliance-First Mindset

Healthcare Industry Experience

Education

BA/BS required

MBA preferred

Job description

About This Role

You will join the North American Business Operations & Insights (BIO) team within Omnichannel Excellence as a critical partner to Biogen’s US marketing teams. In this role, you will lead the planning, design, and implementation of Omnichannel and Digital engagement for an assigned inline brand/ Therapeutic Area (TA), serving as the Experience Architect responsible for orchestrating personalized, insight‑driven customer journeys for both HCPs and Patients.

As part of Biogen’s Omnichannel Transformation, you will leverage an AI‑powered next‑best‑action Decision Engine to dynamically determine optimal channel mix, content, cadence, and engagement strategies. You will design seamless, connected, and always‑on experiences that anticipate customer needs and deliver value across every touchpoint.

This position reports to the Senior Director, US Omnichannel Engagement and works closely with Brand, Media, Operations, Capabilities, IT, and Analytics teams to bring next‑generation omnichannel engagement to life. You will operate at the intersection of Brand strategy, digital capability, and AI‑enabled execution, always thinking Digital‑and AI‑first.

This role is a digitally fluent strategist and trusted Brand partner who understands Brand context, market access dynamics, and customer behavior—and can translate that understanding into measurable commercial impact.

What You’ll Do

Omnichannel Strategy & Experience Architecture

• Serve as the Omnichannel/Digital subject matter expert and Experience Architect for assigned Therapeutic Area(s).
• Translate Brand objectives into orchestrated, AI‑enabled customer journeys, spanning awareness through engagement and conversion.
• Design engagement flows that leverage next‑best‑action recommendations across customer, channel, content, and cadence.
• Ensure omnichannel strategies are insight‑driven, compliant, measurable, and aligned to Brand and portfolio priorities.
• Ensure orchestration aligns to Brand funnels while maintaining agility as insights and performance evolve.

Brand Partnership & Leadership

• Act as the single, primary omnichannel point of contact for the Brand, owning end‑to‑end strategy and execution.
• Guide Brand teams on experience design, channel appropriateness, content sequencing, and omnichannel investment decisions.
• Facilitate regular engagement planning sessions with Brand teams to align on campaign objectives, content strategy, and optimization opportunities.
• Provide ongoing thought leadership, delivering performance insights, learning agendas, and strategic recommendations.
• Support the evolution of Biogen’s commercial model toward a fully integrated, AI‑enabled omnichannel approach.

End‑to‑End Campaign Ownership

• Own end‑to‑end accountability for omnichannel campaign planning, execution, performance, and optimization.
• Ensure Media strategies are fully integrated into omnichannel experience design.
• Collaborate closely with Media, Omnichannel Operations, Decision Science, and IT teams to ensure high‑quality, on‑time, and compliant execution.
• Translate experience designs into clear business and operational requirements, prioritized through SAFE/Agile delivery processes.
• Ensure adherence to omnichannel playbooks, SOPs, and enterprise standards for scalability and consistency.

Digital Operations & Capability Adoption

• Serve as the TA’s expert on Biogen’s MarTech ecosystem and AI‑driven orchestration tools.
• Champion adoption of omnichannel capabilities and ways of working in partnership with the Operations team.
• Take E2E accountability for campaign execution working in partnership with Operations team.

Analytics, Performance & Continuous Improvement

• Take full responsibility for omnichannel impact against Brand objectives.
• Partner 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.
• Drive continuous optimization through testing, and insight‑led refinements.

Digital Fluency, Innovation & AI

• Maintain a strong understanding of next‑generation omnichannel engagement, including AI‑driven personalization and automation.
• Stay ahead of digital and AI trends, emerging channels, and evolving best practices across HCP and Patient engagement.

Who You Are

Your intellectual curiosity and passion for winning help you thrive in a dynamic environment. You are an innovator who has a both a strategic and analytical approach, and you work with a solutions-oriented mindset, a sense of urgency, and attention to detail. You have a proven ability to influence and build credibility and strong partnerships with a diverse set of internal and external stakeholders. You leverage your strategic thinking and problem‑solving skills to deliver results and achieve business goals in a customer‑centric, innovative, and value‑driven way.

Qualifications

Required Skills

• Minimum of 7 years’ Omnichannel/Digital engagement healthcare client experience with a focus on strategy, planning, execution and measurement in Pharmaceutical, Biotech
• Omnichannel Strategy Design (Inline Brands) Proven ability to design and evolve omnichannel engagement strategies for existing brands, including customer journeys, channel mix, and content sequencing.
• Strategic Execution Ownership Strong capability to own strategy‑to‑execution for assigned brands, ensuring alignment between engagement design, delivery, and performance.
• AI‑Enabled Omnichannel Fluency Working knowledge of AI‑driven next‑best‑action, personalization, and orchestration frameworks, with the ability to apply insights to strategy and optimization.
• Brand Partnership & Influence Experience serving as a trusted omnichannel partner to Brand teams, influencing engagement decisions within established brand strategy guardrails.
• Campaign Planning & Optimization Hands‑on ownership of omnichannel campaign planning, execution, monitoring, and optimization across the brand lifecycle.
• Digital & MarTech Operational Proficiency Experience translating omnichannel strategies into actionable operational requirements within MarTech ecosystems.
• Cross‑Functional Collaboration Ability to collaborate effectively with Media, Omnichannel Operations, Decision Science, IT, and compliance partners.
• Analytics‑Driven Continuous Improvement Comfort interpreting performance data and analytics to inform strategic refinements and ongoing optimization.
• Compliance‑First Mindset Strong understanding of regulatory, privacy, and PRC requirements as applied to omnichannel engagement.

Education

• BA/BS required, MBA preferred

Job Level: Management

Additional Information

The base compensation range for this role is: $164,000.00-$226,000.00

Base salary offered is determined through an analytical approach utilizing a combination of factors including, but not limited to, relevant skills & experience, job location, and internal equity.

Regular employees are eligible to receive both short term and long-term incentives, including cash bonus and equity incentive opportunities, designed to reward recent achievements and recognize your future potential based on individual, business unit and company performance.

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

Why Biogen?

We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well‑established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life‑changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.

At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about Biogen.

All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. Biogen is an E‑Verify Employer in the United States.