Director, CX

Job Description
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

Open to Philadelphia + New York City Applicants

Benefits
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.

Compensation
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.

EEO Statement
All your information will be kept confidential according to EEO guidelines.

#J-18808-Ljbffr