Strategy Director - Experience Strategy

HASUS Harrison & Star, LLC; United States; Híbrido; USD 140 000 - 150 000; Tempo integral

Resumo da oferta

Omnicom Health Group in New York City is seeking a Strategy Director - Experience Strategy to lead omnichannel planning for healthcare brands. You will translate objectives into behavioral goals, map customer journeys, and craft activation calendars across channels.

Expect to partner with Brand Strategy, Content, and Analytics to drive evidence-based messaging while navigating regulatory realities. You will guide workshops, own briefs, and deliver proactive strategic guidance with senior client

Qualificações

• 5+ years in Engagement or Customer Experience Strategy within an ad agency.
• Experience with pharmaceutical clients and regulatory considerations.
• Oncology or Rare Disease experience is highly desirable.
• Strong written and verbal communication with client presentation experience.
• Ability to independently run workshops in Zoom, Stormz, Miro, or similar.

Responsabilidades

• Translate brand objectives into customer behavioral goals and barriers.
• Develop content and messaging strategies to drive behavioral change.
• Create customer journey maps reflecting needs, mindsets, and channel behavior.
• Plan annual and campaign activation calendars across channels.
• Own strategic briefs and provide stewardship throughout creative development.
• Lead day-to-day omnichannel strategy partnerships for assigned brands.
• Define KPIs and connect strategy with meaningful measurement.
• Apply AI to research synthesis, insights, planning, and ideation while ensuring regulatory compliance.

Conhecimentos

Engagement Strategy

Customer Experience Strategy

Pharma regulatory knowledge

Communication skills

Active listening

Workshop facilitation

Oncology / Rare Disease experience

Descrição da oferta de emprego

Agency: Remedy Edge Job Function: Strategy and Planning Job Subfunction: Strategy

Title: Strategy Director - Experience Strategy

Location: Hybrid in New York City

Key Responsibilities

Omnichannel Communications Planning

Partner with Brand Strategy to translate brand objectives and strategic imperatives into specific customer behavioral goals.

Define current-state and desired customer behaviors and identify the barriers preventing movement between them.

Develop content and messaging strategies designed to address those barriers and drive behavioral change.

Organize the broader brand story into focused messaging and content territories that can be activated across channels.

Ensure communications strategies remain grounded in customer insight, brand priorities, clinical evidence, marketplace dynamics, and regulatory realities.

Customer Journey Strategy

Develop customer journey maps that reflect audience needs, mindsets, behaviors, influences, and channel behaviors over time.

Identify priority moments where brand engagement can be most relevant and influential.

Connect customer needs and journey moments with the communications priorities defined in the omnichannel communications plan.

Translate journey insights into recommendations for content, sequencing, channels, and tactics.

Lead or facilitate customer journey workshops with internal and client teams.

Omnichannel Activation Planning

Develop annual and campaign-specific activation plans that translate strategy into coordinated tactical ecosystems.

Create 12-month activation calendars showing the timing, sequencing, and balance of messages and tactics across channels.

Plan both cadenced communications tied to predefined market dates and triggered programs activated by customer behaviors, data signals, or journey events.

Define the strategic role of CRM/email, websites, media, field, point of care, print, video, congresses, and other relevant channels within the broader ecosystem.

Identify gaps, duplication, sequencing issues, and opportunities to improve the overall customer experience.

Strategic Briefing and Stewardship

Own the strategic content of tactical and creative briefs.

Clearly articulate the customer objective, desired behavioral change, strategic context, role of the tactic, content strategy, and relevant mandatories.

Ensure briefs explain both what needs to be created and why it matters within the broader omnichannel plan.

Provide strategic stewardship throughout creative and tactical development to maintain alignment with approved strategy.

Identify when executional decisions create implications for the broader customer experience or communications strategy.

Day-to-Day Strategic Leadership

Serve as the primary day-to-day omnichannel strategy partner for assigned brands and workstreams.

Develop deep fluency in the brand story, customer audience, disease and treatment landscape, competitive environment, and channel ecosystem.

Participate actively in relevant client meetings, internal working sessions, planning discussions, and creative reviews.

Provide proactive strategic guidance rather than functioning solely as the producer of defined deliverables.

Present recommendations clearly and confidently to client and internal stakeholders.

Build strong working partnerships across Brand Strategy, Creative, Account, Media, CRM, Analytics, and other disciplines.

Tactical and Annual Planning

Partner with Brand Strategy and other disciplines during annual planning, tactical planning, launch planning, and strategic workshops.

Bring a customer behavior, journey, content, and channel perspective to tactical ideation.

Evaluate proposed tactics against customer needs, behavioral objectives, communications priorities, journey opportunities, and the existing omnichannel ecosystem.

Help ensure tactical plans are driven by strategic need rather than channel availability or executional novelty.

Measurement and Optimization

Partner with Analytics and channel teams to connect strategic objectives with meaningful measurement approaches.

Help define KPIs based on the intended role of tactics and programs.

Interpret performance insights in the context of customer behavior and the original engagement strategy.

Translate learnings into recommendations for content, messaging, sequencing, channel use, and experience optimization.

AI-Enabled Strategy

Develop proficiency with approved agency AI platforms and strategic workflows.

Apply AI to activities such as research synthesis, insight generation, communications planning, journey development, content analysis, and tactical ideation.

Critically evaluate AI-generated outputs and ensure final recommendations remain grounded in evidence, strategic judgment, and regulatory considerations.

Identify opportunities to improve the quality, efficiency, and consistency of oCX Strategy workflows through responsible AI use.

Healthcare and Regulatory Fluency

Apply an understanding of the regulated healthcare communications environment to omnichannel strategy and activation.

Account for MLR review, approved claims, fair balance, privacy, customer data governance, and related operational constraints.

Understand the distinctions among promotional, educational, medical, and other healthcare communications.

Develop strategies that are customer-centered, ambitious, and executable within the realities of pharmaceutical marketing.

Core Strategic Outputs

• Omnichannel communications plans
• Customer behavioral frameworks
• Customer journey maps
• Content and messaging strategies
• Annual omnichannel activation calendars
• Cadenced and triggered engagement strategies
• Channel and tactical ecosystem recommendations
• Strategic and creative briefs
• Tactical planning recommendations
• Client presentations, workshops, and strategic POVs

Knowledge, Skills, & Abilities

• 5+ years’ experience in Engagement Strategy or Customer Experience Strategy within an advertising agency environment
• Prior experience working with pharmaceutical clients and knowledge of regulatory issues and the medical professional omnichannel ecosystems are required.
• Oncology or Rare Disease experience is highly desirable.
• Extremely strong written and verbal communication skills, including presenting in high pressure situations; multiple years’ experience presenting in new business pitch settings.
• Must be a good active listener, with a collaborative working style.
• Ability to independently run workshops in Zoom, Stormz, Miro, and/or other online collaboration platforms preferred, and to train others how to do so as well.

The range below represents the low and high end of the base salary someone in this role may earn as an employee of an Omnicom Health Group company in the United States. Salaries will vary based on various factors including but not limited to professional and academic experience, training, associated responsibilities, and other business and organizational needs. The range listed is just one component of our total compensation package for employees. Salary decisions are dependent on the circumstances of each hire. $140,000 to $150,000

Omnicom Health Group is committed to hiring and developing exceptional talent. We agree that talent is uniquely distributed, and We're focused on developing inclusive teams that can bring the best solutions to everything we do. We strongly believe that celebrating what makes us different makes us better together. Join us—we look forward to getting to know you.

Omnicom’s policy requires employees to work in the office for a minimum of three days a week, unless additional in-office days are directed by their agency or manager. Our objective is to increase this requirement over time, and many of our agencies as well as Omnicom’s corporate group already require five days of in-office attendance.

Omnicom is committed to hiring and developing exceptional talent. We agree that talent is uniquely distributed, and We're focused on developing inclusive teams that can bring the best solutions to everything we do. We strongly believe that celebrating what makes us different makes us better together. Join us—we look forward to getting to know you.

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