Senior Vice President, CX

Publicis Health Media; Chicago (IL); On-site; USD 180,215 - 268,905; Full time

Benefits offered by this job

Medical coverage

Dental

Vision

401k

Paid time off

Parental and family care leave

Job summary

Publicis Health Media seeks a Senior Vice President, Customer Experience (CX) to define the CX vision and lead a high-performing team across insights, strategy, and client engagements.

The role partners with executive leaders to translate customer insights into integrated marketing and experience strategies that drive growth across the agency’s client portfolio.

Qualifications

• Proven executive leadership in CX or related fields.
• Ability to translate insights into business and brand strategies.
• Strong storytelling and senior-level communication skills.
• Experience guiding cross-functional teams and agency projects.

Responsibilities

• Define vision and long-term evolution of the CX function.
• Establish frameworks and best practices for CX strategy.
• Lead CX leadership and foster an inclusive, high-performing culture.
• Partner with Client and Capability leaders for strategic alignment.
• Drive growth through client partnerships and new service opportunities.

Skills

Executive leadership

Cross-functional teams

Customer insights

Experience strategy

Communication skills

Education

Bachelor's degree

Advanced degree

Job description

PHM is the leading health media agency in the US, built for the modern healthcare experience. Here, industry depth meets media scale, where data becomes direction, where creativity and storytelling bring truth to life, and where orchestration replaces fragmentation. Dedicated to making brands discovered, PHM redefines what media can do through data, content, and creativity. Because in modern healthcare, the brands that are found are the ones that lead. And when brands lead, advantage follows. Go deeper. Be found.

Overview

The Senior Vice President, Customer Experience (CX) leads the Customer Experience capability, shaping how insights, strategy, and customer understanding drive business growth across the agency and client portfolio. Reporting to executive leadership, this role sets the vision for the discipline, develops high‑performing teams, and partners with cross‑functional leaders to ensure every engagement is grounded in meaningful customer insights and delivers measurable business impact.

Leadership

• Define the vision, strategy, and long‑term evolution of the Customer Experience team.
• Establish best practices, frameworks, and methodologies that elevate strategic thinking across the brand.
• Champion a customer‑first mindset and ensure insights are translated into actionable business and brand strategies.
• Represent the CX discipline internally and externally through thought leadership, innovation, and industry engagement.

Strategic Leadership

• Serve as the executive strategic advisor to senior clients and internal leadership.
• Guide teams in uncovering customer, market, and business insights that inform integrated marketing and experience strategies.
• Partner with Capability and Client leaders to ensure strategic alignment across disciplines.
• Identify emerging trends, technologies, and research approaches that strengthen client recommendations.

People Leadership

• Lead, mentor, and develop CX leaders while fostering a collaborative, inclusive, and high‑performing culture.
• Build organizational capability through coaching, succession planning, and talent development.
• Participate in recruiting, workforce planning, and capability growth initiatives.

Business Growth

• Contribute to agency growth through organic expansion, new business development, and strategic client partnerships.
• Partner with executive leadership to identify new service offerings and opportunities to expand Customer Experience capabilities.
• Support business development efforts by leading strategic responses, presentations, and client engagements.

Qualifications

• Proven executive leadership experience building and leading strategic, cross‑functional teams.
• Demonstrated success advising senior clients and influencing business strategy.
• Deep expertise in customer insights, research, experience strategy, and integrated marketing.
• Exceptional communication, storytelling, and executive presentation skills.
• Passion for innovation, collaboration, and continuous improvement.

Education & Experience

• 15+ years of experience in customer experience, insights, strategy, or marketing.
• 8+ years leading teams and developing organizational capabilities.
• Agency and healthcare/pharmaceutical experience preferred.
• Bachelor's degree required; advanced degree a plus.

Benefits

Publicis Groupe provides robust and inclusive benefit programs and policies to support the evolving and diverse needs of our talent and enable every person to grow and thrive. Our benefits package includes medical coverage, dental, vision, disability, 401k, as well as parental and family care leave, family forming assistance, tuition reimbursement, and flexible time off.

EEO and Accommodation

If you require accommodation or assistance with the application or onboarding process specifically, please contact [e-mail]. All your information will be kept confidential according to EEO guidelines.

Compensation

Compensation Range: USD $180,215.00 - USD $268,905.00/Annually. This is the pay range the Company believes it will pay for this position at the time of this posting. This role may also be eligible for bonus or incentive compensation. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time. Temporary roles may be eligible to participate in our freelancer/temporary employee medical plan through a third‑party benefits administration system once certain criteria have been met. Temporary roles may also qualify for participation in our 401(k) plan after eligibility criteria have been met. For regular roles, the Company will offer medical coverage, dental, vision, disability, 401k, and paid time off.