ICX Brand Engagement Director

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

Job Description

Position Summary

The Director, Integrated Customer Experience (ICX), Brand Engagement is responsible for translating brand priorities and customer needs into integrated healthcare professional (HCP) and patient experience strategies, prioritized journeys, activation roadmaps, and measurable business outcomes.

This role is a strategic and trusted thought-partner to internal Business Units, working across Brand, Data and Technology, Insights and Analytics, Medical and external agency partners. The Director will define and orchestrate the customer experience vision and associated ICX activation plan, establish clear priorities across channels and touchpoints, enable consistent execution through enterprise standards and governance, and identify opportunities to apply AI and emerging digital capabilities responsibly at scale.

Key Responsibilities

• Partner with Business Unit and Brand marketers to translate brand strategy, business priorities, and customer insights into coordinated HCP and patient experience strategies.
• Define priority customer journeys, experience use cases, activation roadmaps, and intended outcomes that connect customer needs with brand and enterprise objectives.
• Establish the desired end-to-end customer experience and develop integrated ICX experience plans that align channel, content, data, technology, and engagement priorities.
• Coordinate activation priorities across relevant channels, capabilities, and cross-functional partners to deliver cohesive, customer-centered experiences.
• Maintain knowledge of external AI, digital, and customer-experience landscape to identify high-value use cases for piloting and scaled adoption.
• Contribute to the development and adoption of enterprise ICX standards, playbooks, operating-model practices, governance processes, KPIs, and agency/vendor expectations to support consistent, high-quality brand activation.
• Define success measures and use performance data, customer feedback, and market insights to evaluate experience effectiveness, identify optimization opportunities, and communicate business impact.
• Foster strong cross-functional collaboration and alignment among Brand, Data and Technology, Insights and Analytics, Medical and external agency partners
• Serve as a strategic thought partner and subject-matter expert on customer experience, omnichannel engagement, AI-enabled experiences, and evolving industry best practices.

Knowledge and Skills

• Expertise in ICX engagement, customer journey activation, and orchestration
• Functional understanding of digital platforms, websites, marketing automation, customer data, and activation technologies as well as commercial and customer data sets
• Ability to translate business strategy into requirements, roadmaps, and scalable capabilities
• Experience with AI-enabled customer engagement and agentic AI use cases
• Strong cross-functional leadership and stakeholder management skills; ability to work highly cross-functionally in a matrixed environment
• Strong communication, change management, and vendor management capabilities

Education And Experience

• Bachelor's degree required; advanced degree preferred
• 8+ years of relevant experience, including demonstrated experience in the biopharmaceutical industry, in areas such as brand strategy, customer experience, omnichannel engagement, digital strategy or related functions
• Experience in biopharmaceutical, healthcare, or another highly regulated industry preferred
• Experience managing external agencies, consultants, and/or vendors, including setting clear expectations, overseeing deliverables, and ensuring work is delivered with quality, consistency, and strategic alignment.
• Demonstrated ability to serve as a liaison and trusted thought partner to senior leaders, communicating strategic recommendations, progress, risks, and decisions clearly and effectively.
• Clear, compelling written and verbal communication skills, including the ability to synthesize complex information for varied audiences and create executive-ready materials.
• Strong analytical and strategic problem-solving skills, with the ability to translate insights, performance data, and customer feedback into prioritized actions and business recommendations.
• Demonstrated initiative, sound judgment, and a proactive approach to identifying opportunities, addressing challenges, and advancing work in an evolving environment.
• Experience establishing or applying governance, operating models, playbooks, standards, and performance metrics to enable consistent execution at scale.

At Vertex, we embrace continuous learning and encourage employees to stay informed on advances in AI, technology, automation, and industry trends. We seek talent who bring an external perspective, demonstrate curiosity and sound judgment, and thoughtfully adopt new capabilities that improve decision-making, drive innovation, increase efficiency, and help deliver better outcomes for patients.

At Vertex, we embrace continuous learning and encourage employees to stay informed on advances in AI, technology, automation, and industry trends. We seek talent who bring an external perspective, demonstrate curiosity and sound judgment, and thoughtfully adopt new capabilities that improve decision-making, drive innovation, increase efficiency, and help deliver better outcomes for patients.

Pay Range:

$192,000 - $288,000

Disclosure Statement:

The range provided is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. This role is eligible for an annual bonus and annual equity awards. Some roles may also be eligible for overtime pay, in accordance with federal and state requirements. Actual base salary pay will be based on a number of factors, including skills, competencies, experience, and other job-related factors permitted by law.

At Vertex, our Total Rewards offerings also include inclusive market-leading benefits to meet our employees wherever they are in their career, financial, family and wellbeing journey while providing flexibility and resources to support their growth and aspirations. From medical, dental and vision benefits to generous paid time off (including a week-long company shutdown in the Summer and the Winter), educational assistance programs including student loan repayment, a generous commuting subsidy, matching charitable donations, 401(k) and so much more.

Flex Designation:

Hybrid-Eligible Or On-Site Eligible

Flex Eligibility Status:

In this Hybrid-Eligible role, you can choose to be designated as:
1. Hybrid: work remotely up to two days per week; or select
2. On-Site: work five days per week on-site with ad hoc flexibility.

Note: The Flex status for this position is subject to Vertex's Policy on Flex @ Vertex Program and may be changed at any time.

#LI-Hybrid

Company Information

Vertex is a global biotechnology company that invests in scientific innovation.

Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at [e-mail]