Director, CX
Publicis Groupe, New York, NY, United States
Company description
PHM is the leading health media agency in the US, dedicated to connecting people with meaningful health and wellness experiences every day. By reimagining media's role in healthcare, PHM delivers best-in-class solutions, pushing the boundaries of media through data, content, commerce and creativity. Our teams' spirit of innovation and genuine passion for health inspire bold and meaningful work for our clients, and we do it all with #phmlove.
Overview
The
Director, Customer Experience (CX)
is the strategic lead responsible for translating audience-first thinking into actionable brand strategy and in-market execution across a defined therapeutic category or portfolio.
This role applies established Experience frameworks—including growth audience strategy, journey design, orchestration, and learning—to real business challenges, ensuring strategies are connected, actionable, and consistently carried through planning, activation, and optimization.
The Director partners cross-functionally to align teams, guide execution, and help clients understand how modern media and experience design drive growth.
Responsibilities
Audience Experience Strategy
Serve as the strategic lead for Customer Experience across assigned brands or categories
Apply audience and experience design frameworks to solve brand-specific business challenges
Ensure audience, journey, experience, and learning operate as an integrated system
Maintain continuity from insight through activation and optimization
Growth Audience Strategy & Intelligence
Lead development of growth audience strategies using behavioral, attitudinal, and contextual insights
Translate data into clear audience narratives that inform:
Channel and activation strategy
Creative and content direction
Innovation and partnership opportunities
Measurement and learning priorities
Partner with Investment and Analytics to ensure consistent audience application
Journey Mapping & Experience Design
Own development and application of Patient and HCP journey maps
Identify key decision points, barriers, and intervention opportunities
Translate journeys into experience design, including touchpoints, sequencing, and messaging progression
Guide how experience strategy informs planning and activation
Strategic Briefing & Enablement
Co-author Strategic and Ideation Briefs that anchor planning and execution
Translate experience strategy for cross-functional teams
In-Market Stewardship & Learning
Ensure strategic intent is reflected in execution post-launch
Partner with Investment and Analytics to:
Monitor performance through an audience and experience lens
Identify learning beyond channel-level optimization
Support test-and-learn initiatives
Apply learnings to evolve strategy
Client & Cross-Functional Leadership
Serve as a client-facing strategic partner
Present and defend recommendations with clarity and confidence
Collaborate across Strategy, Planning, Investment, Analytics, and Creative
Elevate opportunities, risks, and insights to senior leadership
Qualifications
7–10 years in audience strategy, media strategy, experience planning, or integrated marketing
Healthcare/pharmaceutical experience strongly preferred
BA/BS required
Strong understanding of media planning, investment, and analytics
Experience leveraging media and consumer research platforms to uncover behavioral and spending insights and translating data into actionable strategy
Comfortable in complex, fast-paced environments
Strong storytelling and presentation skills
Collaborative, with a bias toward integration over silos
What Success Looks Like
Audience and experience strategies drive planning, activation, and optimization
Brand teams clearly understand and apply audience experience thinking
Strong client trust through strategic leadership and clarity
Consistent pull through from strategy to execution
Open to Philadelphia + New York City Applicants
Additional information
Our Publicis Groupe motto “Viva La Différence” means we’re better together, and we believe that our differences make us stronger. It means we honor and celebrate all identities, across all facets of intersectionality, and it underpins all that we do as an organization. We are focused on fostering belonging and creating equitable & inclusive experiences for all talent.
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.
If you require accommodation or assistance with the application or onboarding process specifically, please contact USMSTACompliance@publicis.com .
Compensation Range: $106,780.00 - $150,405.00 Annually. This is the pay range the Company believes it will pay for this position at the time of this posting. 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. The Company anticipates the application deadline for this job posting will be 5/8/26.
All your information will be kept confidential according to EEO guidelines.
#LI-AB3
PHM is the leading health media agency in the US, dedicated to connecting people with meaningful health and wellness experiences every day. By reimagining media's role in healthcare, PHM delivers best-in-class solutions, pushing the boundaries of media through data, content, commerce and creativity. Our teams' spirit of innovation and genuine passion for health inspire bold and meaningful work for our clients, and we do it all with #phmlove.
Overview
The
Director, Customer Experience (CX)
is the strategic lead responsible for translating audience-first thinking into actionable brand strategy and in-market execution across a defined therapeutic category or portfolio.
This role applies established Experience frameworks—including growth audience strategy, journey design, orchestration, and learning—to real business challenges, ensuring strategies are connected, actionable, and consistently carried through planning, activation, and optimization.
The Director partners cross-functionally to align teams, guide execution, and help clients understand how modern media and experience design drive growth.
Responsibilities
Audience Experience Strategy
Serve as the strategic lead for Customer Experience across assigned brands or categories
Apply audience and experience design frameworks to solve brand-specific business challenges
Ensure audience, journey, experience, and learning operate as an integrated system
Maintain continuity from insight through activation and optimization
Growth Audience Strategy & Intelligence
Lead development of growth audience strategies using behavioral, attitudinal, and contextual insights
Translate data into clear audience narratives that inform:
Channel and activation strategy
Creative and content direction
Innovation and partnership opportunities
Measurement and learning priorities
Partner with Investment and Analytics to ensure consistent audience application
Journey Mapping & Experience Design
Own development and application of Patient and HCP journey maps
Identify key decision points, barriers, and intervention opportunities
Translate journeys into experience design, including touchpoints, sequencing, and messaging progression
Guide how experience strategy informs planning and activation
Strategic Briefing & Enablement
Co-author Strategic and Ideation Briefs that anchor planning and execution
Translate experience strategy for cross-functional teams
In-Market Stewardship & Learning
Ensure strategic intent is reflected in execution post-launch
Partner with Investment and Analytics to:
Monitor performance through an audience and experience lens
Identify learning beyond channel-level optimization
Support test-and-learn initiatives
Apply learnings to evolve strategy
Client & Cross-Functional Leadership
Serve as a client-facing strategic partner
Present and defend recommendations with clarity and confidence
Collaborate across Strategy, Planning, Investment, Analytics, and Creative
Elevate opportunities, risks, and insights to senior leadership
Qualifications
7–10 years in audience strategy, media strategy, experience planning, or integrated marketing
Healthcare/pharmaceutical experience strongly preferred
BA/BS required
Strong understanding of media planning, investment, and analytics
Experience leveraging media and consumer research platforms to uncover behavioral and spending insights and translating data into actionable strategy
Comfortable in complex, fast-paced environments
Strong storytelling and presentation skills
Collaborative, with a bias toward integration over silos
What Success Looks Like
Audience and experience strategies drive planning, activation, and optimization
Brand teams clearly understand and apply audience experience thinking
Strong client trust through strategic leadership and clarity
Consistent pull through from strategy to execution
Open to Philadelphia + New York City Applicants
Additional information
Our Publicis Groupe motto “Viva La Différence” means we’re better together, and we believe that our differences make us stronger. It means we honor and celebrate all identities, across all facets of intersectionality, and it underpins all that we do as an organization. We are focused on fostering belonging and creating equitable & inclusive experiences for all talent.
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.
If you require accommodation or assistance with the application or onboarding process specifically, please contact USMSTACompliance@publicis.com .
Compensation Range: $106,780.00 - $150,405.00 Annually. This is the pay range the Company believes it will pay for this position at the time of this posting. 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. The Company anticipates the application deadline for this job posting will be 5/8/26.
All your information will be kept confidential according to EEO guidelines.
#LI-AB3