Director, ICX Brand Experience & Engagement

Vertex US Distribution; United States; Hybrid; USD 192,000 - 288,000; Full time

Benefits offered by this job

Annual bonus

Equity awards

401(k) matching

Job summary

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

The role partners with Brand, Data & Technology, Insights & Analytics, Medical, and external agencies to define the ICX vision, establish governance, and drive scalable AI-enabled experiences across channels.

Qualifications

• 8+ years of relevant experience in brand strategy or customer experience in biopharma.
• Experience translating strategy into executable ICX roadmaps and KPIs.
• Experience with AI-enabled customer engagement and digital ecosystems.

Responsibilities

• Translate brand priorities into coordinated HCP/patient experience strategies.
• Define journeys, use cases, and activation roadmaps with measurable outcomes.
• Collaborate across Brand, Data & Tech, Insights & Analytics, and agencies.
• Evaluate experience effectiveness using data and feedback.

Skills

ICX engagement

Journey activation

Cross-functional leadership

AI-enabled experiences

Vendor management

Education

Bachelor's degree

Advanced degree preferred

Tools

Marketing automation

Customer data platforms

Web platforms

Job description

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

The role partners with Brand, Data & Technology, Insights & Analytics, Medical, and external agencies to define the ICX vision, establish governance, and drive scalable AI-enabled experiences across channels.