Senior Director, Integrated Customer Experience (ICX) Activation

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

Job summary

Vertex Pharmaceuticals LLC is seeking a Senior Director to lead ICX activation, shaping digital capabilities and business roadmaps. You will own the ICX blueprint, drive AI-enabled engagement, and partner across functions to scale personalized experiences.

You will manage a team, oversee vendor performance, and translate journeys into measurable capabilities for website and marketing automation platforms.

Qualifications

• Expertise in ICX engagement, customer journey activation, and orchestration.

Responsibilities

• Own the ICX activation blueprint, roadmap, and capability priorities.

Skills

ICX engagement

Customer journey activation

Orchestration

AI-enabled engagement

Cross-functional leadership

Vendor management

Education

Bachelor’s degree

Advanced degree preferred

15+ years experience

Tools

SFMC

CDP

Identity resolution

Audience solutions

Website platforms

Orchestration technologies

AI engagement capabilities

Job description

Job Description

Job Description General Summary: The Senior Director, Integrated Customer Experience (ICX) Activation, is responsible for translating Vertex’s ICX strategy and priority customer journeys into the digital capabilities, platform requirements, and business roadmaps needed to activate them at scale. This role owns the ICX activation blueprint and roadmap and partners closely with DTE and I&A to enable orchestrated, personalized, and AI-enabled customer engagement across channels. The role also owns the business roadmap for website product strategy, marketing automation, customer data and activation capabilities, and the ICX agentic AI portfolio. This leader oversees external partners, drives cross-functional alignment, and leads a team of 10 direct reports.

Key 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

Required Knowledge and Skills

• Expertise in ICX engagement, customer journey activation, and orchestration
• Strong understanding of digital platforms, websites, marketing automation, customer data, and activation technologies
• Ability to translate business strategy into requirements, roadmaps, and scalable capabilities
• Experience with AI-enabled customer engagement and agentic AI use cases
• Strong cross-functional leadership and stakeholder management skills
• Strong communication, change management, and vendor management capabilities

Education and Experience

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

Pay Range

Pay Range: $212,000 - $318,000 Disclosure Statement: The range provided is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. This role is eligible for an annual bonus and annual equity awards. Some roles may also be eligible for overtime pay, in accordance with federal and state requirements. Actual base salary pay will be based on a number of factors, including skills, competencies, experience, and other job-related factors permitted by law. At Vertex, our Total Rewards offerings also include inclusive market-leading benefits to meet our employees wherever they are in their career, financial, family and wellbeing journey while providing flexibility and resources to support their growth and aspirations. From medical, dental and vision benefits to generous paid time off (including a week-long company shutdown in the Summer and the Winter), educational assistance programs including student loan repayment, a generous commuting subsidy, matching charitable donations, 401(k) and so much more.

Flex Designation

Hybrid-Eligible Or On-Site Eligible Flex Eligibility Status: In this Hybrid-Eligible role, you can choose to be designated as: 1. Hybrid: work remotely up to two days per week; or select 2. On-Site: work five days per week on-site with ad hoc flexibility. Note: The Flex status for this position is subject to Vertex’s Policy on Flex @ Vertex Program and may be changed at any time.

Company Information

Vertex is a global biotechnology company that invests in scientific innovation. Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law. Help Us Achieve Our Mission Vertex is a global biotechnology company that invests in scientific innovation to create transformative medicines for people with serious diseases. The company has approved medicines that treat the underlying causes of multiple chronic, life-shortening genetic diseases — cystic fibrosis, sickle cell disease and transfusion-dependent beta thalassemia — and continues to advance clinical and research programs in these diseases. Vertex also has a robust clinical pipeline of investigational therapies across a range of modalities in other serious diseases where it has deep insight into causal human biology, including APOL1-mediated kidney disease, acute and neuropathic pain, type 1 diabetes, myotonic dystrophy type 1 and alpha-1 antitrypsin deficiency . Founded in 1989 in Cambridge, Mass., Vertex's global headquarters is now located in Boston's Innovation District and its international headquarters is in London. Additionally, the company has research and development sites and commercial offices in North America, Europe, Australia, Latin America and the Middle East. Vertex is consistently recognized as one of the industry's top places to work, including 14 consecutive years on Science magazine's Top Employers list and one of Fortune’s 100 Best Companies to Work For. For company updates and to learn more about Vertex's history of innovation, visit www.vrtx.com or follow us on Facebook, Twitter/X , LinkedIn, YouTube and Instagram. The diversity and authenticity of our people is part of what makes Vertex unique, and we recognize that each employee brings diverse perspectives and strengths. By embracing those strengths and celebrating differences, we are fostering an inclusive culture where each of us can bring our authentic selves to work, inspire innovation together, and change people’s lives. Our vision is clear: to be the place where an authentic, diverse mix of talent want to come, to stay, and do their best work.