Pharma CX Director: Strategy, Insights & Impact

Publicis Health Media; Philadelphia (Philadelphia County); On-site; USD 107,000 - 153,000; Full time

Benefits offered by this job

Medical coverage

Dental

Vision

401K

Parental and family care leave

Job summary

Publicis Health Media in the United States seeks a Director of Customer Experience to lead insights-driven CX strategies across assigned brands, aligning customer needs with business objectives and omnichannel plans.

You will mentor strategists, collaborate with Planning, Analytics, Media, Data, Creative and Client teams, and present recommendations to clients. A pharma-focused background and strong storytelling abilities are highly valued.

Qualifications

• 8+ years of experience in customer experience, strategy, insights, media, or integrated marketing.
• Pharmaceutical agency experience preferred; Consumer Health or CPG experience a plus.
• Proven ability to lead cross-functional teams and manage multiple priorities.
• Strong analytical thinking, problem-solving, and strategic planning skills.
• Excellent communication, presentation, facilitation, and storytelling abilities.
• Experience mentoring and developing team members.
• Proficiency with Microsoft Office applications and relevant research, analytics, and media planning tools.

Responsibilities

• Lead the development of customer insights and strategic recommendations that inform integrated marketing and media plans.
• Translate qualitative and quantitative research into clear, actionable business and customer strategies.
• Apply a strong understanding of pharmaceutical marketing, customer journeys, and omnichannel engagement across HCP and DTC audiences.
• Evaluate strategic work to ensure recommendations are insight-driven, customer-focused, and aligned with client objectives.
• Stay current on industry trends, evolving customer behaviors, and emerging technologies to strengthen strategic recommendations.
• Lead the Customer Experience function across assigned brands and client engagements.
• Partner with Planning, Analytics, Media, Data, Creative, and Client teams to develop integrated customer experience strategies.
• Manage and mentor strategists, providing coaching, feedback, and opportunities for professional growth.
• Foster collaboration across cross-functional teams while helping resolve complex business and strategic challenges.
• Present strategic recommendations with confidence to both internal and client stakeholders.

Skills

Customer experience

Cross-functional leadership

Analytical thinking

Communication & storytelling

Mentoring

Strategic planning

Client engagement

Tools

Microsoft Office

Job description

Publicis Health Media in the United States seeks a Director of Customer Experience to lead insights-driven CX strategies across assigned brands, aligning customer needs with business objectives and omnichannel plans.

You will mentor strategists, collaborate with Planning, Analytics, Media, Data, Creative and Client teams, and present recommendations to clients. A pharma-focused background and strong storytelling abilities are highly valued.