PE-CX & Engagement Lead

PharmaEssentia U.S.A.; United States; Remote; USD 188,000 - 245,000; Full time

Benefits offered by this job

Medical coverage

Dental and vision coverage

401(k) retirement plan

Cell phone reimbursement

Job summary

PharmaEssentia USA is seeking an Associate Director/Director of PE-CX & Engagement to lead the development and execution of connected customer engagement strategies across our digital ecosystem. You will translate customer insights, clinical alerts, HCP objections, and patient profiles into journey experiences and performance-driven campaigns.

Reporting to the Head of PE-CX & Digital Strategy, you will set UX standards, guide activation, and partner across Marketing, Sales, Medical,

Qualifications

• Bachelor’s degree in marketing, business, digital strategy, or related field; advanced degree preferred.
• 8+ years in customer experience, digital engagement, omnichannel marketing, or related discipline.
• Pharmaceutical/healthcare regulated industry experience preferred.
• Proven ability to activate customer journeys across multiple channels.
• Strong understanding of HCP and patient engagement, CRM, web, email, and media.

Responsibilities

• Develop and own enterprise customer engagement framework across HCP and patient digital touchpoints.
• Design connected journeys informed by clinical alerts, HCP needs, patient profiles, and insights.
• Translate data into engagement strategies, channel recommendations, activation plans.
• Define audience, message, channel, sequencing, and triggers for coordinated experiences.
• Guide deployment, testing, and optimization of digital campaigns with measurement plans.

Skills

Customer experience

Digital engagement

Omnichannel marketing

Journey design

UX strategy

Executive communication

Education

Bachelor's degree or higher

Tools

CRM

Web analytics

Campaign tools

Job description

Location: Remote (U.S.), with up to 25% travel

About PharmaEssentia:

It’s not often you get the chance to make a real impact on the lives of others, while expanding your own possibilities. You’ll find that rare opportunity at PharmaEssentia. Join us, and let’s transform lives, together.

PharmaEssentia Corporation is a rapidly growing biopharmaceutical innovator. We are leveraging deep expertise and proven scientific principles to deliver effective new biologics for challenging diseases in the areas of hematology and oncology, with one product approved and a diversifying pipeline. We believe in the potential to improve both health and quality of life for patients with limited options today through the combination of rigorous research and innovative thinking. Founded in 2003 by a team of Taiwanese-American executives and renowned scientists from U.S. biotechnology and pharmaceutical companies, today we are listed on the Taiwan Stock Exchange (TWSE: 6446) and are expanding our global presence with operations in the U.S., Japan, Singapore, South Korea, and China, along with a world-class biologics production facility in Taichung.

Position Summary

The Associate Director/Director, PE-CX & Engagement will lead the development and execution of connected customer engagement strategies across PharmaEssentia’s digital ecosystem. This role will translate customer insights, clinical alerts, HCP objections, patient profiles, and performance data into coordinated Outside Sales Representativejourneys and relevant experiences across channels.

Reporting to the Head of PE-CX & Digital Strategy, this individual will establish engagement and UX standards, guide campaign activation and testing, and partner across Marketing, Sales, Medical, Market Access, GDAI, IT & Data, CA&O, and agency teams. This role requires a strategic leader who can also translate strategy into actionable plans and drive execution in a highly regulated environment.

Key Responsibilities

Engagement Strategy & Journey Execution

• Develop and own the enterprise customer engagement framework across HCP and patient-facing digital touchpoints.
• Design connected customer journeys informed by clinical alerts, HCP needs and objections, patient profiles, behavioral insights, and business priorities.
• Translate customer and performance data into actionable engagement strategies, channel recommendations, and activation plans.
• Define audience, message, channel, sequencing, and trigger strategies that create relevant and coordinated experiences.
• Identify opportunities to improve engagement across owned, paid, and partner-enabled channels.
• Experience Design and Standards

Experience Design and Standards

• Establish and govern UX and engagement-design standards across digital properties and promotional programs.
• Ensure customer experiences are intuitive, accessible, consistent, and aligned with brand and enterprise standards.
• Partner with internal teams and agencies to translate journey strategies into channel-ready experiences and requirements.
• Develop reusable journey frameworks, engagement patterns, and experience-design principles that support scale and consistency.
• Advocate for customer needs throughout planning, design, development, and optimization.

Activation and Optimization

• Guide the deployment, testing, and continuous improvement of digital campaigns and customer experiences.
• Partner with the Digital Analytics Lead to define measurement plans, success criteria, and optimization priorities.
• Establish a structured test-and-learn approach across journeys, content, channels, and digital experiences.
• Use performance insights to identify opportunities, recommend changes, and improve customer and business outcomes.
• Ensure insights are translated into timely actions rather than remaining limited to reporting.

Cross-Functional Leadership

• Serve as the primary PE-CX partner for engagement strategy, journey design, and experience activation.
• Align Marketing, Sales, Medical, Market Access, GDAI, IT & Data, CA&O, and other stakeholders around shared customer-experience priorities.
• Establish clear roles, decision rights, deliverables, and performance expectations across internal and external teams.
• Build organizational understanding and adoption of customer-centric engagement practices.

Required Qualifications

• Bachelor’s degree in marketing, business, digital strategy, customer experience, communications, design, or a related field; advanced degree preferred.
• Approximately 8 or more years of experience in customer experience, digital engagement, omnichannel marketing, journey design, UX strategy, or a related discipline.
• Pharmaceutical, biotechnology, healthcare, or other highly regulated industry experience strongly preferred.
• Demonstrated experience developing and activating customer journeys across multiple channels and touchpoints.
• Strong understanding of HCP and patient engagement, digital marketing, CRM, web, email, media, and emerging engagement capabilities.

Preferred Qualifications

• Experience translating customer insights, behavioral data, and performance analytics into actionable strategies.
• Working knowledge of UX principles, experience-design standards, measurement frameworks, and experimentation.
• Experience leading agencies, vendors, and complex cross-functional initiatives.
• Strong executive communication, stakeholder management, facilitation, and presentation skills.
• Ability to balance strategic leadership with hands‑on planning and execution.

The expected salary range for this position based on greater Boston, MA location is $188,000 – $244,949. Actual salary pay will be based on multiple factors, including geographic location, experience, qualifications, and other job-related factors permitted by law.

Benefits of working with our team:

• Comprehensive medical coverage
• Dental and vision coverage
• Generous paid time‑off
• 401(k) retirement plan with competitive company match
• Medical & Dependent Care Flexible Spending Account
• Up to $150 monthly cell phone reimbursement
• Employee Assistance Program

At PharmaEssentia USA, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, pregnancy (including childbirth and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. PharmaEssentia USA believes that diversity and inclusion among our team are critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

PharmaEssentia does not accept unsolicited agency resumes. Staffing agencies should not send resumes to our HR team or to any PharmaEssentia employees. PharmaEssentia is not responsible for any fees related to unsolicited resumes from staffing agencies.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

At PharmaEssentia, our goal is to treat as many people with cancer as possible. That means challenging the status quo with better science that leads to better lives. By joining our team, you will not only expand your own possibilities, but you will contribute to expanding options for people with cancer.

https://us.pharmaessentia.com/careers/