CX & Engagement Lead

PharmaEssentia U.S.A.; United States; Remote; USD 188,000 - 245,000; Full time

Benefits offered by this job

Remote work (US)

Medical/dental/vision coverage

401(k) with company match

Cell phone reimbursement

Employee assistance program

Job summary

PharmaEssentia Corporation is seeking an Associate Director/Director, PE-CX & Engagement to lead the development and execution of connected customer engagement strategies across its digital ecosystem. You will translate insights and patient profiles into coordinated journeys and channel experiences, partnering with Marketing, Sales, Medical, and IT teams.

The role requires 8+ years in customer experience and digital engagement, with experience in regulated industries.

Qualifications

• Bachelor’s degree in marketing, business, digital strategy, customer experience, communications, design, or a related field; advanced degree preferred.
• 8+ years of experience in customer experience, digital engagement, omnichannel marketing, journey design, UX strategy, or related discipline.
• Experience in pharmaceutical/biotech/healthcare or highly regulated industry preferred.
• Experience developing and activating customer journeys across multiple channels and touchpoints.
• Strong understanding of HCP and patient engagement, digital marketing, CRM, web, email, media, and emerging engagement capabilities.
• Experience translating insights, data, and performance analytics into actionable strategies.
• Working knowledge of UX principles, measurement frameworks, and experimentation.
• Experience leading agencies, vendors, and cross-functional initiatives.
• Strong executive communication and stakeholder management skills.
• Ability to balance strategic leadership with hands-on planning and execution.

Responsibilities

• Develop and own the enterprise customer engagement framework across HCP and patient-facing digital touchpoints.
• Design connected customer journeys informed by clinical alerts, HCP needs and objections, patient profiles, and insights.
• Translate data into actionable engagement strategies, channel recommendations, and activation plans.
• Define audience, message, channel, sequencing, and trigger strategies for coordinated experiences.
• Establish UX and engagement-design standards across digital properties and programs.
• Partner with teams and agencies to translate journey strategies into channel-ready experiences.
• Develop reusable journey frameworks and engagement patterns for scale and consistency.
• Guide deployment, testing, and optimization of digital campaigns and experiences.
• Partner with Analytics to define measurement plans and success criteria.
• Establish a test-and-learn approach across journeys, content, channels, and experiences.
• Align stakeholders around shared customer-experience priorities.
• Build organizational adoption of customer-centric engagement practices.

Skills

Customer experience

Omnichannel marketing

Journey design

UX strategy

Measurement frameworks

Executive communication

Stakeholder management

Education

Bachelor's degree in marketing/related field

Advanced degree preferred

Tools

CRM

Web

Email

Analytics tools

Job description

PharmaEssentia Corporation is a biopharmaceutical company founded in 2003 by Taiwanese-American executives and scientists from U.S. biotech and pharma. It focuses on developing biologics for hematology and oncology, with one approved product and a diversifying pipeline. Listed on the Taiwan Stock Exchange (TWSE: 6446), it has operations in the U.S., Japan, Singapore, South Korea, and China, along with a biologics production facility in Taichung.

The role

The Associate Director/Director, PE-CX & Engagement will lead the development and execution of connected customer engagement strategies across PharmaEssentia's digital ecosystem. The role translates customer insights, clinical alerts, HCP objections, patient profiles, and performance data into coordinated sales representative journeys and channel experiences. It reports to the Head of PE-CX & Digital Strategy and partners across Marketing, Sales, Medical, Market Access, GDAI, IT & Data, CA&amp&O, and agency teams. Up to 25% travel is expected.

What you would do

• Develop and own the enterprise customer engagement framework across HCP and patient-facing digital touchpoints.
• Design connected customer journeys informed by clinical alerts, HCP needs and objections, patient profiles, behavioral insights, and business priorities.
• Translate customer and performance data into actionable engagement strategies, channel recommendations, and activation plans.
• Define audience, message, channel, sequencing, and trigger strategies to create coordinated experiences.
• Establish and govern UX and engagement-design standards across digital properties and promotional programs.
• Partner with internal teams and agencies to translate journey strategies into channel-ready experiences and requirements.
• Develop reusable journey frameworks, engagement patterns, and experience-design principles that support scale and consistency.
• Guide the deployment, testing, and continuous improvement of digital campaigns and customer experiences.
• Partner with the Digital Analytics Lead to define measurement plans, success criteria, and optimization priorities.
• Establish a structured test-and-learn approach across journeys, content, channels, and digital experiences.
• Align Marketing, Sales, Medical, Market Access, and other stakeholders around shared customer-experience priorities.
• Build organizational understanding and adoption of customer-centric engagement practices.

What they are looking for

• Bachelor's degree in marketing, business, digital strategy, customer experience, communications, design, or a related field; advanced degree preferred.
• Approximately 8 or more years of experience in customer experience, digital engagement, omnichannel marketing, journey design, UX strategy, or a related discipline.
• Pharmaceutical, biotechnology, healthcare, or other highly regulated industry experience strongly preferred.
• Demonstrated experience developing and activating customer journeys across multiple channels and touchpoints.
• Strong understanding of HCP and patient engagement, digital marketing, CRM, web, email, media, and emerging engagement capabilities.
• Experience translating customer insights, behavioral data, and performance analytics into actionable strategies.
• Working knowledge of UX principles, experience-design standards, measurement frameworks, and experimentation.
• Experience leading agencies, vendors, and complex cross-functional initiatives.
• Strong executive communication, stakeholder management, facilitation, and presentation skills.
• Ability to balance strategic leadership with hands‑on planning and execution.

Working arrangements

This is a fully remote role based in the U.S., with up to 25% travel expected.

Pay and benefits

The expected salary range based on a greater Boston, MA location is $188,000 – $244,949. Actual pay will depend on geographic location, experience, qualifications, and other job-related factors. Benefits include comprehensive medical, dental, and vision coverage, generous paid time off, a 401(k) retirement plan with company match, Medical and Dependent Care Flexible Spending Accounts, up to $150 monthly cell phone reimbursement, and an Employee Assistance Program.