Senior Director, ICX Activation & Digital Experience

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

Benefits offered by this job

Total Rewards benefits

Commuting subsidy

Educational assistance

Job summary

Vertex Inc. is seeking a Senior Director of Integrated Customer Experience Activation to translate our ICX strategy into scalable digital capabilities and roadmaps.

You will own the ICX activation blueprint, oversee AI-enabled engagement, and partner across teams to deliver measurable outcomes. You will lead a 10-person team, drive marketing automation and website strategies, and ensure alignment with regulated industry requirements.

Qualifications

• Bachelor’s degree required; advanced degree preferred.
• 15+ years of relevant experience in ICX engagement, digital marketing, customer activation, marketing technology, product management, or related fields.
• Experience in biopharmaceutical, healthcare, or another highly regulated industry preferred.
• Experience leading teams in complex, matrixed organizations.
• Experience with SFMC, CDP, identity and audience solutions, website platforms, orchestration technologies, and AI-enabled engagement capabilities preferred.

Responsibilities

• Own the ICX activation blueprint, roadmap, and capability priorities.
• Translate journeys and personalization priorities into business requirements and capability roadmaps.
• Define orchestration capabilities required to activate priority ICX journeys.
• Partner with DTE and I&A to implement scalable, governed, and measurable 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

customer journey activation

digital platforms

marketing automation

AI-enabled engagement

cross-functional leadership

vendor management

Education

Bachelor’s degree

Advanced degree preferred

Tools

SFMC

CDP

identity resolution

website platforms

orchestration technologies

AI-enabled engagement

Job description

Vertex Inc. is seeking a Senior Director of Integrated Customer Experience Activation to translate our ICX strategy into scalable digital capabilities and roadmaps.

You will own the ICX activation blueprint, oversee AI-enabled engagement, and partner across teams to deliver measurable outcomes. You will lead a 10-person team, drive marketing automation and website strategies, and ensure alignment with regulated industry requirements.