Senior Director ICX Activation & AI-Driven Engagement (Hybrid)

Vertex Pharmaceuticals; Boston (MA); Hybrid; USD 212,000 - 318,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Generous paid time off

Student loan repayment assistance

Commuting subsidy

401(k)

Job summary

Vertex Pharmaceuticals is seeking a Senior Director of Integrated Customer Experience (ICX) Activation to translate strategy into scalable digital capabilities and roadmaps. You will own the ICX activation blueprint, partner with DTE and I&A, and lead a team of 10 to enable personalized, AI-enabled customer engagement across channels.

The role also drives the website product strategy, marketing automation, and data activation capabilities, with a strong focus on cross-functional alignment and

Qualifications

• Bachelor’s degree required; advanced degree preferred.
• 15+ years of ICX engagement, digital marketing, customer activation, marketing technology, or related fields.
• Experience in biopharmaceutical, healthcare, or another highly regulated industry preferred.

Responsibilities

• Own the ICX activation blueprint, roadmap, and capability priorities.
• Translate journeys and personalization priorities into business requirements and roadmaps.
• Define orchestration capabilities required to activate priority ICX journeys.
• Partner with DTE and I&A to implement scalable, governed capabilities.
• Own the ICX agentic AI portfolio and define business requirements for agent interaction and orchestration.
• Own website product roadmap and prioritization across the commercial website ecosystem.
• Define website requirements spanning discoverability, SEO/GEO, experimentation, optimization, and personalization.
• Own the business roadmap for marketing automation capabilities, including SFMC and related activation functionality.
• Define requirements for journey configuration, triggers, APIs, and campaign automation.
• Own business requirements for customer data and activation capabilities, including CDP, identity resolution, audience management, and consent integration.
• Lead, develop, and coach a team of 10 direct reports.
• Oversee vendor performance and partner cross-functionally to translate business priorities into scalable capabilities.

Skills

ICX engagement

digital platforms

AI-enabled engagement

cross-functional leadership

stakeholder management

vendor management

communication

Education

Bachelor’s degree

Tools

SFMC

CDP

Identity resolution

Website platforms

Orchestration technologies

Job description

Vertex Pharmaceuticals is seeking a Senior Director of Integrated Customer Experience (ICX) Activation to translate strategy into scalable digital capabilities and roadmaps. You will own the ICX activation blueprint, partner with DTE and I&A, and lead a team of 10 to enable personalized, AI-enabled customer engagement across channels.

The role also drives the website product strategy, marketing automation, and data activation capabilities, with a strong focus on cross-functional alignment and