Experience Architect Team Lead

About the Department 

Our Commercial Strategy and Marketing group creates and delivers human-centered experiences, where innovation meets customer-centricity, driving the ultimate experience for our patients. Our focus extends beyond transactions to craft experiences as one fully integrated, aligned and connected organization that puts empathy at the center, powered by insight and foresight.

 

We develop an end-to-end approach to strategy, focusing on every touchpoint that impacts our customers. We leverage data and insights to inform our decision-making processes, ensuring that our strategies are rooted in a deep understanding of customer needs and behaviors. Our 'test and learn’ mindset and approach enables us to iterate rapidly and refine our strategies based on real-world results.

 

We are building an intentional team culture that is made up of diverse skillsets, united by the shared belief that reinvention and learning is what fuels continuous growth. Do you get excited about exploring the unknown? Does the idea of driving value through human-centered design pull you in? Are you ready to experiment with us?

 

The Position

The Experience Architect Team Lead is responsible for developing and executing MarTech strategies that enhance customer experiences, driving engagement, personalization, and conversion. This role oversees the design, integration, and management of MarTech solutions to support customer experience (CX) campaigns, ensuring seamless integration with other systems. The lead analyzes customer journeys to identify optimization opportunities, leverages data-driven insights for strategic decision-making, and collaborates with cross-functional teams to align MarTech initiatives with business goals. Additionally, the role establishes key performance indicators to measure and optimize the effectiveness of MarTech initiatives, continuously improving strategies to drive business growth and deliver a cohesive customer experience.

 

Relationships

The role of Experience Architect Team Lead reports directly into the CX Architecture & Automation Lead. This role will regularly interface with direct reports, including Experience Architects. Additionally, this role will interface with all other teams across Customer Experience & Marketing Enablement, including Omnichannel Engagement, NextGen, Integrated Customer Engagement, Marketing Operations, Experience Intelligence, and Strategic Support & Execution. Outside of Customer Experience & Marketing Enablement, the Lead will interface with Commercial Excellence and Innovation, as well as Therapeutic Area Leads, Sales and IT.

 

Essential Functions

• Architecture Mapping: Lead a team of architects in the development and optimization of Architecture and Channel maps to document the techno-functional specifications of campaign strategy. Guide team in development of Micro-Experience designs and experimentation backlogs
• Techno-functional Brand Experience Playbooks:  Create and maintain robust techno-functional playbooks of customer experience enablement to illustrate customer touchpoints and interactions throughout their journey with the brand based on Experience Activation Strategy input from Omnichannel Orchestration and TA/Brand teams. This playbook serves as an executional blueprint, ensuring maximization of current capabilities and MarTech stack to drive the brand's desired customer experiences, ultimately driving customer satisfaction and loyalty
• MarTech Strategy Development: Inform the development of MarTech strategies that enhance customer experiences, leveraging technology platforms and tools to drive engagement, personalization, and conversion. Lead the team analyzing requirements for CX campaigns to understand techno-functional requirements to inform architecture and execution decisions. Partner with Campaign Automation and CDP Lead on the design and integration of MarTech solutions such as CDPs, journey orchestration platforms, and campaign execution tools, ensuring they are configured to meet CX campaign requirements and integrate seamlessly with other systems
• Customer Activation Optimization: Analyze customer journeys across various touchpoints and channels to identify opportunities for improvement and optimization, ensuring a seamless and cohesive experience throughout the customer lifecycle. Partner