Director, CX Strategy

Company Description

EVERSANA INTOUCH® is a leading full-service, global healthcare agency serving the life sciences and pharmaceutical industries. We provide next-generation creative and media services, enterprise solutions and data analytics services for clients.    

We combine the power of world-class creative and digital teams with deep market access, payer, and healthcare communications expertise to provide innovative solutions to life science companies that want to connect with consumers, healthcare professionals, and payers.     

We get fired up when people talk about getting—and staying—healthy. That’s where we find our inspiration: in the very human experiences of patients, doctors, and even each other. Then, we collaborate on ways to make caring for one’s health more achievable, connecting patients and physicians with the information and tools they need.    

And as a part of EVERSANA, a pioneer in next-generation commercial services, we connect dots that other agencies can’t, helping drive commercialization success.    

Our eight affiliates within the EVERSANA INTOUCH Network include EVERSANA INTOUCH Solutions, EVERSANA INTOUCH Proto, EVERSANA INTOUCH Seven, EVERSANA INTOUCH Oxygen, EVERSANA INTOUCH B2D, EVERSANA INTOUCH Media, and EVERSANA INTOUCH International.     

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA INTOUCH, our people, clients and most importantly, the patients we serve.  

Job Description

EVERSANA INTOUCH is looking for a Director, CX Strategy—a unique individual who is experienced in creating customer engagement in the moments that matter while leading a team. Our CX Strategy team develops personalized, cross-channel solutions with the individual in mind. Based on client business objectives, we meet patient and physician needs by delivering timely, relevant experiences—with the goal of building enduring customer relationships.     

The experiences we create are data-driven, so we are looking for innovative thinkers who are passionate about data—all kinds of data, including demographic, research, behavioral and self-professed—and crazy about digital. Customer Experience Strategy Directors are experts in web and email but love to be challenged and embrace integrating new channels and driving innovation. Our solutions are grounded in technology, so an affinity for tech is a must. This person will act as the strategic lead on their brands and present and collaborate with cross-agency partners and clients. 

• Lead the development of large, personalized, cross-channel experiences  

• Develop thoughtful, innovative solutions founded in research and data  

• Identify opportunities to personalize experiences and connect the channels  

• Collaborate with our other crazy smart subject matter experts to develop solutions that inspire brand tactics  

• Establish and grow vital internal and client relationships  

• Leverage analytics to drive customer experience optimization  

• Work closely with planning, creative and analytics to develop truly evocative and impactful experiences  

• Contribute to the new business work to help showcase our CX strategy capabilities  

• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.  

• All other duties as assigned  

Qualifications

• Bachelor’s degree (or equivalent education plus professional experience) required  

• 10+ years of digital/multichannel CX strategy experience  

• Strong communication, presentation and interpersonal skills  

• Proven leadership skills (both team building and the ability to lead cross-functional teams)    

• Must have the ability to craft powerful PowerPoint presentations that are visually pleasing and tell a cohesive story based on strategy, insights and data  

• Basic understanding of marketing cloud platforms is essential 

• Pharmaceutical or healthcare marketing is highly desirable 

Additional Information

OUR CULTURAL BELIEFS: