Director, ICX & Brand Experience

Vertex Inc.; United States; Remote; USD 192,000 - 288,000; Full time

Benefits offered by this job

Annual bonus

Equity awards

Medical, dental, and vision benefits

Paid time off with company shutdowns

Educational assistance

Job summary

Vertex seeks a Director, Integrated Customer Experience (ICX), Brand Engagement to translate brand priorities and customer needs into integrated HCP and patient experiences, activation roadmaps, and measurable outcomes.

This role partners with Business Units across Brand, Data & Technology, Analytics, and Medical teams to define the ICX vision, governance, and KPI-driven activation plan at scale, including AI-enabled initiatives.

Qualifications

• Bachelor's degree required; advanced degree preferred.
• 8+ years of relevant experience in biopharmaceutical industry or related fields.
• Experience in brand strategy, customer experience, and omnichannel engagement.
• Experience managing external agencies, consultants, and vendors.
• Strong written and verbal communication, executive-ready materials.

Responsibilities

• Translate brand strategy and customer insights into ICX strategies.
• Define priority customer journeys, activation roadmaps, and outcomes.
• Develop integrated ICX plans aligning channels, content, data, and tech.
• Coordinate activation priorities across channels and partners.
• Identify high-value AI use cases for piloting and scale.
• Contribute to enterprise ICX standards, governance, KPIs, and agency expectations.
• Define success measures using data, feedback, and insights.
• Foster cross-functional collaboration across Brand, Data & Technology, Analytics, Medical, and agency partners.
• Serve as a thought partner on customer experience, omnichannel engagement, and AI-enabled experiences.

Skills

ICX engagement

customer journeys

digital platforms

AI-enabled engagement

cross-functional leadership

communication

Education

Bachelor's degree

Advanced degree preferred

Tools

Marketing automation

CRM systems

Web platforms

Customer data platforms

Job description

Vertex seeks a Director, Integrated Customer Experience (ICX), Brand Engagement to translate brand priorities and customer needs into integrated HCP and patient experiences, activation roadmaps, and measurable outcomes.

This role partners with Business Units across Brand, Data & Technology, Analytics, and Medical teams to define the ICX vision, governance, and KPI-driven activation plan at scale, including AI-enabled initiatives.