Remote CX & Engagement Director — Multichannel Journeys

Hard Problems

United States

Remote

USD 188,000 - 245,000

Full time

6 days ago

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Benefits offered by this job

Remote work (US)

Medical/dental/vision coverage

401(k) with company match

Cell phone reimbursement

Employee assistance program

Job summary

PharmaEssentia Corporation is seeking an Associate Director/Director, PE-CX & Engagement to lead the development and execution of connected customer engagement strategies across its digital ecosystem. You will translate insights and patient profiles into coordinated journeys and channel experiences, partnering with Marketing, Sales, Medical, and IT teams.

The role requires 8+ years in customer experience and digital engagement, with experience in regulated industries.

Qualifications

Bachelor’s degree in marketing, business, digital strategy, customer experience, communications, design, or a related field; advanced degree preferred.
8+ years of experience in customer experience, digital engagement, omnichannel marketing, journey design, UX strategy, or related discipline.
Experience in pharmaceutical/biotech/healthcare or highly regulated industry preferred.
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.
Experience translating insights, data, and performance analytics into actionable strategies.
Working knowledge of UX principles, measurement frameworks, and experimentation.
Experience leading agencies, vendors, and cross-functional initiatives.
Strong executive communication and stakeholder management skills.
Ability to balance strategic leadership with hands-on planning and execution.

Responsibilities

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, and insights.
Translate data into actionable engagement strategies, channel recommendations, and activation plans.
Define audience, message, channel, sequencing, and trigger strategies for coordinated experiences.
Establish UX and engagement-design standards across digital properties and programs.
Partner with teams and agencies to translate journey strategies into channel-ready experiences.
Develop reusable journey frameworks and engagement patterns for scale and consistency.
Guide deployment, testing, and optimization of digital campaigns and experiences.
Partner with Analytics to define measurement plans and success criteria.
Establish a test-and-learn approach across journeys, content, channels, and experiences.
Align stakeholders around shared customer-experience priorities.
Build organizational adoption of customer-centric engagement practices.