Director, Integrated ICX & Brand Engagement

Vertex Pharmaceuticals Incorporated; Boston (MA); Hybrid; USD 192,000 - 288,000; Full time

Benefits offered by this job

Hybrid-Eligible

On-Site Eligible

Total Rewards benefits

Commuting subsidy

Job summary

Vertex Pharmaceuticals Incorporated is seeking a Director of Integrated Customer Experience (ICX) to translate brand priorities and customer needs into comprehensive HCP and patient journey strategies. The role partners with Brand, Data & Technology, Insights, and Medical teams, driving activation roadmaps and governance to deliver measurable business outcomes.

The candidate will lead enterprise ICX standards, establish KPIs, and explore AI-enabled experiences at scale, while collaborating with

Qualifications

• Bachelor's degree required; advanced degree preferred.
• 8+ years in biopharma, with brand strategy or omnichannel engagement.
• Experience managing external agencies and cross-functional stakeholders.

Responsibilities

• Translate brand strategy and customer insights into ICX experience strategies.
• Define priority customer journeys and activation roadmaps.
• Coordinate activation across channels and partners.
• Establish governance, KPIs, and enterprise standards for ICX.
• Identify AI-enabled use cases and pilot opportunities.

Skills

ICX engagement

Customer journeys

Cross-functional leadership

AI-enabled experiences

Vendor management

Digital platforms

Education

Bachelor's degree

Advanced degree preferred

8+ years in biopharma

Tools

Marketing Automation

CRM systems

Job description

Vertex Pharmaceuticals Incorporated is seeking a Director of Integrated Customer Experience (ICX) to translate brand priorities and customer needs into comprehensive HCP and patient journey strategies. The role partners with Brand, Data & Technology, Insights, and Medical teams, driving activation roadmaps and governance to deliver measurable business outcomes.

The candidate will lead enterprise ICX standards, establish KPIs, and explore AI-enabled experiences at scale, while collaborating with