Director, OCX Strategy

GSW, powered by Syneos Health; California; On-site; USD 82,000 - 100,000; Full time

Job summary

GSW, powered by Syneos Health, seeks a seasoned Director of OCX Strategy to design connected customer experiences and translate strategic intent into executable engagement systems across brands. You will own journey design, omnichannel activation, and measurement with cross-functional partners in MarTech, Analytics, and Creative.

The role anchors on leading experience strategy, defining moments that matter, and enabling activation that aligns with the original strategic intent.

Qualifications

• 5-8 years of experience in CX, omnichannel, CRM, engagement, or digital strategy.
• Experience with journey mapping, ecosystem development, and customer engagement planning.
• Strong strategic thinking and presentation skills.
• Ability to facilitate workshops and collaborate across disciplines.
• Experience translating insights into actionable strategic recommendations.

Responsibilities

• Design connected customer experiences across channels and touchpoints.
• Develop experience strategy, journeys, and ecosystem logic aligned to business objectives.
• Define personalization opportunities and activation plans with measurable outcomes.
• Collaborate with MarTech, Analytics, and Media to ensure implementation readiness.
• Lead cross-functional teams and maintain strategic continuity from planning to activation.
• Measure and optimize engagement strategies to drive business results.

Skills

CX strategy

Omnichannel

CRM

Engagement planning

Journey mapping

Workshop facilitation

Stakeholder alignment

Job description

Description

Breaking from traditional channel-first planning models, the Director, OCX Strategy is responsible for designing connected customer experiences that translate strategic and creative intent into real-world engagement systems.

Description

Breaking from traditional channel-first planning models, the Director, OCX Strategy is responsible for designing connected customer experiences that translate strategic and creative intent into real-world engagement systems. This role sits at the intersection of Integrated Strategy, Creative, Media, Analytics, MarTech, Medical, Account, and XD, helping ensure that experiences are not only strategically sound but executable, measurable, and optimized over time. The Director serves as the day-to-day OCX lead across assigned brands and accounts, ensuring customer journeys, engagement ecosystems, personalization approaches, and activation plans connect back to a unified experience vision. OCX is accountable for connecting journey design to activation, learning, and optimization.

What You'll Own

• Experience Strategy & Journey Design
• Develop customer experience strategies rooted in audience insight, behavioral science, and business objectives.
• Define customer journeys, moments that matter, ecosystem logic, and experience principles.
• Identify key barriers, opportunities, and engagement needs across the customer lifecycle.
• Ensure experiences remain connected across channels, touchpoints, and moments.
• Omnichannel Translation & Decision Architecture
• Translate strategic and creative platforms into actionable engagement frameworks.
• Develop experience maps, channel role frameworks, engagement blueprints, and decision architectures.
• Define personalization opportunities, business rules, and next-best-action recommendations.
• Partner with MarTech teams to ensure strategic requirements are implementation ready.
• 3. Activation & Optimization Leadership
• Partner with Media, Analytics, and MarTech teams to define measurement and optimization approaches.
• Connect experience design to performance outcomes.
• Apply learnings and insights to continuously improve engagement strategies.
• Ensure activation aligns to original strategic intent.
• What This Role Is Accountable For
• Journey and ecosystem design
• Experience architecture
• Omnichannel engagement strategy
• Personalization and decisioning recommendations
• Strategic continuity from planning through activation
• Cross-functional collaboration and alignment
• Experience measurement and optimization

Qualifications

• 5-8 years of experience in CX, omnichannel, CRM, engagement, or digital strategy
• Experience with journey mapping, ecosystem development, and customer engagement planning
• Strong strategic thinking and presentation skills
• Ability to facilitate workshops and collaborate across disciplines
• Experience translating insights into actionable strategic recommendations

What Success Looks Like

• Teams understand the experience strategy and their role within it.
• Journey designs are actionable and activation-ready.
• Creative, media, analytics, and MarTech teams work from a common experience framework.
• Clients view the Director as a trusted day-to-day strategic partner.
• Engagement strategies drive measurable business outcomes.

The annual base salary for this position ranges from $115,000 to $140,000 CAD. The base salary range represents the anticipated low and high of the Syneos Health range for this position. Actual salary will vary based on various factors such as the candidate’s qualifications, skills, competencies, and proficiency for the role. In addition, some positions may include eligibility to earn commissions/bonus based on company and / or individual performance.

At GSW, we are dedicated to building a diverse, inclusive and authentic workplace.

GSW is a full-service healthcare communications agency that goes beyond advertising to create personalized brand experiences that involve, inspire, educate and activate people through ongoing brand journeys. As one of the world’s ten most-awarded healthcare advertising agencies, GSW is hell-bent not to replace the same old with the same old. This is achieved through a provocative premise - if other brands communicated the way healthcare brands do, how many customers would they have? GSW turns against this premise through discovery of beneath-the-surface customer insights that we impact with stories, simplicity and authenticity.

Work Here Matters Everywhere | How are you inspired to change lives?

Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)

At Syneos Health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality-of-life balance. The benefits for this position will include a competitive compensation package, Health benefits to include Medical, Dental and Vision, Company match 401k, flexible paid time off (PTO) and sick time. Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work. Syneos Health complies with all applicable federal, state, and municipal paid sick time requirements.