Associate Director, US Omnichannel/Digital Engagement

Jobtailor; Cambridge (MA); On-site; USD 140,000 - 190,000; Full time

Job summary

Biogen is seeking an experienced Omnichannel/Digital Experience Architect to translate brand objectives into orchestrated, AI‑enabled journeys across awareness, engagement and conversion. You will design engagement flows and own end‑to‑end strategy for the Brand, collaborating with Media, Operations, Decision Science and IT to deliver compliant, measurable programs.

Responsibilities include championing next‑best‑action personalization, aligning channels to brand funnels, and driving ongoing

Qualifications

• 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
• Strong capability to own strategy-to-execution for assigned brands, ensuring alignment between engagement design, delivery, and performance
• Working knowledge of AI-driven next-best-action, personalization, and orchestration frameworks, with the ability to apply insights to strategy and optimization
• Experience translating omnichannel strategies into actionable operational requirements within MarTech ecosystems

Responsibilities

• Own end-to-end accountability for omnichannel campaign planning, execution, performance, and optimization.
• 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.
• 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.

Skills

Omnichannel Strategy Design

AI-Driven Personalization

Campaign Planning and Execution

Performance Measurement

MarTech Ecosystem Knowledge

Regulatory Compliance

Education

BA/BS

MBA Preferred

Tools

AI-Driven Orchestration Tools

MarTech Ecosystem

Omnichannel Playbooks

SOPs

Decision Science Tools

Job description

• 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.


• 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.


• 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.


• 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.


• 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.


• 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.

Requirements

• 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.


• Strong capability to own strategy‑to‑execution for assigned brands, ensuring alignment between engagement design, delivery, and performance.


• Working knowledge of AI‑driven next‑best‑action, personalization, and orchestration frameworks, with the ability to apply insights to strategy and optimization.


• Experience serving as a trusted omnichannel partner to Brand teams, influencing engagement decisions within established brand strategy guardrails.


• Hands‑on ownership of omnichannel campaign planning, execution, monitoring, and optimization across the brand lifecycle.


• Experience translating omnichannel strategies into actionable operational requirements within MarTech ecosystems.


• Ability to collaborate effectively with Media, Omnichannel Operations, Decision Science, IT, and compliance partners.


• Comfort interpreting performance data and analytics to inform strategic refinements and ongoing optimization.


• Strong understanding of regulatory, privacy, and PRC requirements as applied to omnichannel engagement.


• BA/BS required, MBA preferred

Core Competencies

Demonstrates expertise in Omnichannel Strategy Design and Execution, leveraging AI-driven insights to optimize customer engagement across therapeutic areas. Proven ability to translate brand objectives into actionable strategies while ensuring compliance and alignment with regulatory standards.

Highest-signal resume keywords

• Omnichannel Strategy Design


• AI-Driven Personalization


• Campaign Planning and Execution


• Performance Measurement and Optimization


• MarTech Ecosystem Knowledge

ATS Optimization Keywords

Hard Skills

• Omnichannel Engagement


• Customer Journey Design


• Content Sequencing


• Next-Best-Action Frameworks


• Data Analytics Interpretation


• Regulatory Compliance


• Performance Monitoring


• Agile Delivery Processes


• Campaign Optimization


• Digital Engagement Strategies

Soft Skills

• Collaboration


• Influencing Engagement Decisions


• Thought Leadership


• Strategic Recommendations


• Facilitation

Certifications & Qualifications

• BA/BS


• MBA Preferred

Industry Keywords

• Pharmaceutical


• Biotech


• Healthcare Client Experience


• Omnichannel Operations


• Digital Engagement

Tools & Technologies

• AI-Driven Orchestration Tools


• MarTech Ecosystem


• Omnichannel Playbooks


• SOPs


• Decision Science Tools