AVP, Digital Content & Customer Experience Capabilities

Job Description

The Associate Vice President, Digital Content & Customer Experience Capabilities will lead the global function in Digital Human Health, responsible for designing and executing customer engagement, digital content strategies across all commercial channels. This role oversees campaign orchestration, CRM/Veeva systems, omnichannel data standards, and digital/web capabilities to ensure a cohesive customer experience. They also integrate insights and engagement capabilities into brand and field execution, including Plan of Action (POA) execution support, while scaling capabilities like content generation and delivery, next-best-action orchestration, and identity-based personalization across regions and functions. The role also owns the strategy and optimization of the marketing technology stack — including CRM, content, web, and consent tools—to enable personalized, compliant, and high-impact engagement throughout the customer lifecycle.

Position Responsibilities:

• Sets strategic direction for omnichannel engagement, content personalization, and CRM integration across field and digital channels to optimize customer engagement

• Leads key capabilities including orchestration, omnichannel engineering, campaign management, and integration strategy

• Partners with brand and field leadership to design customer journeys and deliver measurable engagement impact

• Enables next-best-experience (NBx) and omnichannel touchpoints through platforms

• Oversees modular content strategy, tagging automation, and digital asset management

• Leads campaign and content delivery squads, ensuring alignment with brand MLR, local adaptation, and speed to market

• Leads web/social marketing capabilities & digital analytics

• Manages strategic content operations across internal/external vendors and offshore partners

• Leads the omnichannel strategy, defining customer engagement standards, taxonomy, and tagging frameworks

• Governs end-to-end coordination across CRM , identity orchestration, and compliance with privacy, consent, and targeting frameworks

• Ensures cross-functional consistency with tech, data, and risk/legal functions on experience and regulatory alignment

Managerial Responsibilities:

• Manages team of global employees as direct reports plus their respective pyramids

• The role will report to Senior Vice President, Digital Human Health

Educational Requirements:

• Bachelor’s degree in Marketing, Communications, Technology or related field

• MBA or equivalent preferred

Behavioral Competencies Required:

• Strong cross-functional leadership across teams, e.g., marketing, IT, compliance, and analytics

• Proven ability to lead scaled teams with agile operating models and hybrid vendor/internal talent

Functional Competencies Required:

• Familiarity with global content operating model (e.g., AORs, hubs, Field CRM enablement), customer journey design, identity architecture, and digital personalization strategies

• Experience with content strategy, campaign platforms, omnichannel compliance (DAM, Consent tools), and CRM systems

• Deep appreciation of MarTech stack and its applied knowledge across content life cycle and customer engagement touchpoints

• Demonstrated success in leading large-scale transformation programs

Experience Requirements:

• 15+ years in digital marketing, omnichannel engagement, or customer experience leadership

Required Skills:

Accountability, Asset Management, Benefits Management, Customer Experience Management, Management Process, Management System Development, Product Management, Requirements Management, Stakeholder Relationship Management, Strategic Planning, System Designs

Preferred Skills:

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